Chatbots have become all the rage in recent years, popping up everywhere, from customer service portals to social media platforms. As a result, at least 80% of users have interacted with a chatbot at some point. And it’s easy to see why; customer service chatbots make it easy to access information and automate support processes on your website, while social media bots help businesses stay connected with customers.

But what are chatbots, exactly? And why should your business consider investing in one for your website? Let us find out below!

What is a Customer Service Chatbot?

A chatbot is an artificial intelligence (AI) program tailor-made to simulate human conversation on your website. It can recognize natural language input from users and respond accordingly, making it an excellent tool for customer service and marketing automation.

But what do chatbots do on different websites? Here’s a quick overview:

  • Automating customer support processes. For example, a chatbot can provide customers with answers to frequently asked questions (FAQs), direct them to the appropriate department for more complex issues, and even initiate conversations with prospects or leads.

  • Personalizing user experiences. Chatbots can also personalize user experiences by delivering targeted messages based on customer preferences and behavior. For example, it can offer deals and discounts to customers who have purchased from your website.

  • Monitoring user activity. Chatbots can monitor user activity like page visits, purchases, and social media interactions. This allows companies to gain valuable insights into customer behavior and use those insights to improve customer service or product offerings.

But before deciding whether to invest in a customer service chatbot, does your company need one? Below are a few businesses that could benefit from implementing a chatbot.

  1. E-commerce stores: Customer service chatbots are a great way to provide quick and efficient customer support, as they can answer basic customer inquiries and direct users to the appropriate departments for more complex queries.
  2. New businesses: A great customer service system is essential for new businesses. Chatbots can help companies quickly implement processes and provide real-time support to customers that visit the website. This can help build customer trust and increase sales in the long run.
  3. Social media platforms: Chatbots are also a great way for social media platforms to engage with their audience. For example, a chatbot can help customers find the answers they’re looking for quickly and easily.

Other businesses/industries that could benefit from implementing a chatbot program on their website include hospitality, healthcare, human resource, real estate, and banking/financial services. For instance, businesses in the healthcare industry may use chatbots to confirm appointment schedules, update medical records, and provide health-related advice to patients. But the real estate sector also relies on chatbots to help potential buyers find the perfect property.

The Benefits of Using Chatbots on Your Website

Chatbots benefit businesses and their customers alike. On one end, it can help businesses automate customer service processes, providing customers with quick and accurate support. Conversely, it can help customers find answers to their queries quickly and easily. Here’s a closer look:

Chatbot Benefits to Businesses

Presently, 58% of B2B companies actively use chatbots compared to 42% of B2C companies (Relay). Here’s how they benefit from the adoption:

  • Reduced costs: Chatbots can take over mundane tasks that would otherwise require manual labor or specialized skills. This results in up to a 30% reduction in customer service costs.

  • Improved customer experience: Chatbots can help customers find answers to their questions quickly and easily, improving customer satisfaction and loyalty.

  • Increased sales: Failing to reply to customers promptly is the quickest way to lose potential sales. Luckily, chatbots can help you provide 24/7 customer service, boosting sales.

  • Better lead qualification: Chatbots are meticulous regarding lead qualification. They can ask the right questions to help you determine whether a customer is a good fit for your product or service.

Chatbot Benefits to Customers

Chatbots also offer numerous benefits to customers. Here’s a look at some of the most prominent ones:

  • Quick response time: Chatbots are designed to respond to customers quickly and accurately, immediately providing them with the necessary answers. This saves customers time and effort.

  • Increased convenience: Chatbots allow customers to access customer support anytime, anywhere. Plus, they can be used on various platforms, including website chat windows and messaging apps.

  • Personalized experience: Chatbots are programmed to remember customer information and offer personalized services such as tailored deals or discounts based on their preferences and purchase history.

Over to You!

Chatbots are a superb way to improve customer service on your business’s website and reduce costs. If you’re considering deploying a chatbot for your business, research and understand the technology before making any decisions. Also, consider various vendors and their offerings to find one that suits your needs and your website configuration. Once implemented, pay close attention to the chatbot’s performance so you can make necessary improvements in the future (this means that you should have detailed tracking & analytics!).

At Brillity Digital, we are passionate about helping businesses find their footing in the digital world. Our strategic and goal-driven digital marketing services help you create a powerful online presence and reach your business goals. Whether you’re looking to optimize your customer service chatbot for a better customer experience or maximize your ROI through targeted advertising campaigns, we can help you do it all.

So do not hesitate to contact us today to learn more!

About the Author

Josh Stess

Josh Stess

Josh Stess is our Paid Search Specialist. He specializes in all major paid search channels, including Google Ads, Bing Ads, and LinkedIn Ads. He has successfully managed campaigns worth tens of thousands of dollars with incredible results.