6 Reasons Your Website Needs a Chatbot

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Many customers are looking for easier and faster ways to communicate with your brand. Understandably, it’s time-consuming and frustrating to wait for an agent to respond on the phone.

A convenient solution to improve your customer service is to use a website chatbot – an intelligent customer service tool that allows you to have conversations with your customers online.

Chatbots aren’t new, yet many businesses still don’t have one on their website. And today, they’re not as expensive or difficult to implement as they used to be. You can use chatbot plugins rather than build one from scratch. Choosing a SaaS application is cheaper and requires next to no maintenance.

So, let’s dive into some of the top reasons to implement a chatbot on your business website.

Why Does Your Website Need a Chatbot?

According to Startup Bonsai, chatbots have become the fastest-growing communication channel for brands.

More customers are switching from other contact channels such as phone calls, live chat, email, and social media.

Let’s see why customers prefer to use chatbots to interact with brands and seek support.

1. You meet the customers’ need for self-service

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AI Chatbots are available to provide 24/7 support. They can engage your customers and provide answers to common questions. It can recommend useful articles and connect to human agents when asked to. 64% of customers say that 24/7 service is the best part of using AI chatbots.

A chatbot helps to reduce the number of requests being sent to your helpdesk. This allows support reps to focus on resolving more complex queries. It also allows your customers to get help and resolve issues at any time.

2. It’s a great way to acquire leads

You can use a chatbot to attract new customers and grow your business. It can be set up to capture the information of leads directly on your website. You can gather leads at any time of the day without being too pushy or direct.

The chatbot can ask for a prospect’s email address and request for permission to send promotional newsletters. It can also qualify leads by using questions to know relevant products or services and understand their level of interest.

3. You can provide multilingual customer support

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There are certain AI chatbots that understand multiple languages and respond correctly. If you have customers around the world and you don’t have multilingual support agents, such kinds of chatbots are useful.

They can answer queries in various languages and help support agents translate replies. It allows customers who aren’t native or fluent English speakers to interact with the brand and have access to customer service.

4. You can provide a more efficient service

According to surveys, 55% of customers say they would rather use a chatbot immediately than wait for a live agent. It’s also common for most customers to give up in the first 10 minutes of waiting for an agent to provide a response.

Your customer service team needs to respond as quickly as possible to retain customers and improve satisfaction rates. An AI chatbot can answer simple queries and suggest help center articles. Support agents would be able to reply quickly and focus on resolving complex requests.

5. You can reduce expenses and run a smaller customer service team

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According to the stats, chatbots can answer up to 79% of a company’s routine questions. This means that you can have a small support team and leverage automated tools to complete repetitive tasks and speed up response times.

Businesses can save around 30% of customer support costs by using AI-powered chatbots. With smart tools and automation, you can streamline workflows, reduce errors, and provide a good service experience to your customers.

6. You can use different types of chatbots

There are many chatbots available for every use case, but you need to consider the complexity of the queries. It’s important to choose between a rule-based vs AI chatbot.

You can also opt for a specialized chatbot, e.g. one that’s designed for customer service, education, or specific industries like healthcare or finance.

It’s a good idea to choose a chatbot platform that’s easy to set up and maintain. Make sure that it supports multiple channels such as websites, mobile, messaging apps, etc.

Using Chatbots for customer service

Note that because a chatbot and live chat software can be deployed on a website, it’s easy to mistake them for each other. A chatbot is an intelligent tool that interacts with the user, but a live chat simply connects the user to an agent.

Many businesses use chatbots to welcome customers to their websites, recommend useful products or services, and provide quick assistance. They also use bots to generate leads faster, engage customers round the clock, improve customer service, and personalize customer experiences.

Author Profile

Manuela Willbold
Blogger and Educator by Passion | Senior Online Media & PR Strategist at ClickDo Ltd. | Contributor to many Business Blogs in the United Kingdom | Fascinated to Write Blogs in News & Education I have completed a journalism summer course at the London School of Journalism and manage various blogs.

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