You’re probably a little familiar with chatbots, or at least seen a pop-up in the bottom-right corner of your computer screen while you’re browsing online.
Try the free demo But what exactly is a chatbot, and why are so many brands pushing to place them on their websites?
Also to discover : How to make your Instagram Stories successful?
Read on to find the answers to these two questions, along with a few tools you can use to start using chatbots as part of your marketing and sales strategies.
- What is a chatbot?
- 8 ways a chatbot can help you increase conversions
- The best chatbots for WordPress
Plan de l'article
- What is a chatbot?
- 8 Ways a chatbot can help you increase conversions and reach the website’s goals
- 1. Collect leads for your sales team
- 2. Qualify and prioritize new leads
- 3. Visitors sign up for the newsletter.
- 4. Make contact between visitors and your team
- Chatbots don’t replace people, they connect customers and the team. 🤖 Click to tweet 5. Lead visitors to helpful resources Next
- 6. Personalize the browsing experience
- Sign up for newsletter
- The best chatbots for WordPress
What is a chatbot?
A chatbot is a computer program that uses either rules or artificial intelligence (or both!) is operated and via a chat interface with human users interacts.
Related topic : How to set up a Facebook chatbot?
For example, Pizza Hut has a Facebook messenger chatbot that informs its customers about special offers and promotions and can then place orders for delivery or collection.
Facebook chatbot (Image source: Engadget)
The bot mainly relies on multiple choice menus and basic input to help customers, but is extremely user-friendly and serves its purpose to help users place online orders effectively.
And bots like this are just the beginning. Gartner even predicts that more than 85% of customer interactions will be handled without a human by 2020.
So what is the cause of this change?
One of the biggest reasons is that it meets consumer preferences. Messaging is more popular today than ever, and the top four messaging applications worldwide have more active users each month than the four most important social media networks.
messaging apps vs. social networks (Image source: Business Insider)
In addition, the average open rate for private messages is 98%, which is almost five times the average open rate of 20% for email.
So it’s clear that people prefer to communicate via messaging interfaces.And that can guide them through all stages of the customer journey.
This is especially true when you consider that 95% of visitors are not ready to make a purchase on their first visit. You may have a certain interest in the brand, but you need more information and possibly answers to some questions before you move.
And in many cases, the company’s responsiveness to their questions can determine whether they ultimately convert.
In a Harvard Business Review study the researchers investigated the average time companies need to react to new perspectives. They found that the longer the response takes, the less chance of a meaningful conversation with a key decision maker.
In fact, companies contacting new prospects within an hour were seven times more likely than those who have a meaningful conversation even an hour later.
And unfortunately, many companies don’t respond nearly fast enough to achieve the desired turnover.
Companies take a long time to respond (image source: HBR)
Although 37% of companies responded to their leads between one and 24 hours in an hour and 16%, 24% did take more than 24 hours — and 23% didn’t respond at all.
From a consumer perspective, these response rates are unacceptable.
And in a similar study, researchers found that the ideal time to answer a lead five minutes after contacting a company is, as Internet leads “are 21x more likely to enter the sales cycle if you call back within five minutes.”
After this five-minute mark, the chances of getting in touch with leads are decreasing 10 times.
Response times and leads (image source: drift)
Well, if you’re running a lead-based business, you might be wondering how in the world you can expect to follow up with all the qualified leads that fill out your website forms within five minutes.
Even if you have the most dedicated sales team in the world, it probably doesn’t have time to check CRM for new leads. But just because this problem is common means that’s not that you shouldn’t fix it.
After all, 85% of B2B marketers say they are not satisfied with their results. So it’s clear that the status quo just doesn’t work for most people.
And some companies are trying to solve this problem by equipping their websites with live chat interfaces. In most cases, this channel is staffed with support staff who can answer simple inquiries and forward new leads to the sales team when they are available.
But if you don’t already have employees who are available 24/7 for live chat with customers, it can be a very costly solution to implement.
And this is where chatbots have the potential to be extremely valuable.
With a chatbot on your site, you don’t have to worry about your sales team being unavailable when new prospects and customers are in Get in touch and you don’t need to hire additional staff to keep up with a live chat interface.
Instead, you can use chatbots to automate responses and direct visitors to the information they want in seconds.
And this practically at every point of the customer’s journey.
Today, chatbots can take on tasks that range from forwarding visitors to information to qualifying new leads to scheduling meetings.
And it should be no surprise that visitors are more than willing to use chatbots for these tasks.
In fact, a survey found that 40% of consumers say they will interact with a chatbot when it’s available on a website — making it the perfect tool to guide audiences to the information they need to convert.
8 Ways a chatbot can help you increase conversions and reach the website’s goals
Chatbots can serve a ton of different purposes on a website. Here are eight of the most valuable ones:
1. Collect leads for your sales team
The most important goal for any lead-based website in a company is to collect information your sales team can use to contact new prospects.
And chatbots are perfectly suited for this purpose. For example, 1ClickSolar uses a landing page with a full-screen chatbot to collect a visitor’s information as soon as they arrive.
First, the bot tells the user that they need to answer a few questions to check if they are eligible for a solar system and get a free quote.
Then after the user clicks “Let’s get started! “click the bot asks a series of questions to gather basic contact information.
This process essentially collects the same information that most websites try to collect through standard lead forms, but in a way that is much more interesting to the user.
From there, the postal code, address, roof type and monthly electricity bills are queried to determine if they are suitable for installing solar panels.
After confirming all these details, the bot makes a free quote as promised and lets the user know when they can expect a follow-up email from a sales representative to discuss their project in more detail — effectively getting the user into their sales funnel and closer to a sale brought in.
2. Qualify and prioritize new leads
Collecting a steady Flow leads is a challenge. But evaluating and responding to each of these leads is probably even more difficult, especially for busy sales teams.
But chatbots can simplify this process.
In addition to collecting information about leads, a bot can also identify high-quality leads and make them a priority for the team.
serveHQ, for example, is a video training service for community leaders. This means their target audience is quite a niche and their sales team wants to focus on dealing with leads that are likely to become customers.
To achieve this goal, the chatbot first asks their website three questions about the role and interests of the visitor.
Then they can use their answers to assess whether each visitor is likely to be a qualified lead, and the pass on the most qualified leads as top priorities.
This allows the team to support these high-quality leads as quickly as possible — ideally even within the five-minute window.
TrainineDup not only uses its chatbot to prioritize new leads, but also to subscribe people to the weekly newsletter. This could be a great alternative to push notifications.
4. Make contact between visitors and your team
One of the most common misunderstandings about chatbots is that they’re meant to replace human support staff and sales teams. But that’s not the case at all.
In fact, one of the best roles a chatbot can play on a website is a connection between your customers and your employees.
For example, the first question that the chatbot from CPC Strategy asks all visitors whether they want to talk to an analyst.
Thus, when they are ready to talk to someone who can help them decide whether the company’s services fit, can do so as soon as possible.
In addition, for companies with multiple customer-centric teams, a chatbot can ensure that each customer reaches the one who can best help them.
Drift, for example, uses its driftbot to automatically direct visitors to the person that’s right for them.
When a user reaches out and indicates that they want to talk to the sales team, they put them in the queue of that team and then starts collecting the information the team needs to help them effectively.
Gather chatbot info (image source: drift)
This way, when a sales rep is available for a conversation with the visitor, visitors have basic details such as their contact details, interests, and budget, and can instantly learn more about what they’re looking for.
However, if the visitor says they want to talk to the customer support team, the bot can instead forward the ticket to that queue and collect details about the issue they’re looking for help with.
Chatbots don’t replace people, they connect customers and the team. 🤖 Click to tweet 5. Lead visitors to helpful resources Next
If you’ve already invested in content for your website, there’s a good chance you’ve published articles, blog posts, and tutorials that contain most of the information your customers need.
And you can make the most of this content by adding a chatbot “train”, which leads visitors directly to the resources that are relevant to their interests and questions.
For example, Amtrak’s chatbot, Julie, is accessible from any page in the top navigation bar of the website.
Chatbot “Need Help” CTA
When a visitor asks a question that has already been answered on their website, the bot responds with a short answer and links to further information.
This way, they not only help users get the information they need, but also maximize the value they get from each of the resources on their website.
6. Personalize the browsing experience
If you’ve ever visited a leading company’s website while considering contacting them about a project or service, then do you know this isn’t always the most exciting or interesting experience.
A chatbot can change this.
First, it can greet users in a more personal way than a standard copy page. From there, he can ask for details that allow him to tailor the “conversation” to individual users.
For example, Landbot asks each visitor for their name and then addresses them with their name during the rest of the interaction.
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And although this is a pretty simple example, it’s just the beginning.
Chatbots can also tailor conversations to different segments of an audience and even deliver information that is specifically relevant to a visitor’s stated interests.
7. Give customers access to account information
Many of the requests that a service company’s support team receives relate to project and account specific details.
In this case, directing visitors to a static website page is not enough to answer their question.
But when integrated with the platforms used to store and manage customer data, a chatbot can also provide customers with account information and other important details.
For example, Bank of America’s chatbot can Share your account balance and payment information and even help them with tasks like paying for invoices.
Chatbot account information
This way, customers always have access to the information they want, even if an account manager is not immediately available.
8. Reduce workload of your employees
Many of the features on this list, such as qualifying leads and forwarding visitors to the site’s resources, are usually handled by customer service teams.
This means that by integrating a chatbot, you can take these tasks off your employees’ workload. And when you integrate support-focused content, you can even eliminate basic support requests from your team’s queue.
For example, this bot from WP Chatbot is capable of solving basic technical problems and guide users through the problem solving process.
Chatbot technical issues
When a bot is able to handle these straightforward requests, they are eliminated from your team’s workload—so it can focus on more complex, more important tasks and support your customers even more efficiently.
The best chatbots for WordPress
If you’re interested in adding a chatbot to your site, the first step is choosing a platform to build it on. Fortunately, there are several great options that integrate seamlessly with WordPress sites — and these nine are some of the best.
Intercom is one of the most famous chat and support platforms out there today. We use it at Kinsta to provide 24/7 support to our WordPress hosting customers. in the year In 2018, they added an AI-driven chatbot feature called “Answer Bot” to their product.
And installing it on your WordPress site is easy.
WordPress intercom connection
Once you confirm your WordPress site address and authenticate with your intercom account, you can chat with your leads and users on your WordPress site using an interface in the bottom right corner:
Drift is another well-known chatbot platform that is easy to integrate with WordPress sites.
After creating an account, users can simply install the platform’s plugin, and then copy and paste a line of the widget code from their account into the header of their website.
Install drift on WordPress
Then activate the widget, copy a few lines of code into the plugin settings, and save the changes.
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Once you’ve completed this process, your chatbot can be up and running immediately (and collecting leads).
3rd WP chatbot
WP Chatbot is an extremely user-friendly platform that makes building and installing chatbots a simple, straightforward process.
With this plugin, you can give your bot an “identity” and personality, teach them what to say to visitors, and include questions that allow them to share leads on your site collect.
WP Chatbot questions
You can also create multiple bots for different purposes, such as sales or support, depending on how you want to use chatbots in your strategy.
In addition, all chatbots are fully customizable with CSS so they can be visually compatible with the rest of your website.
Freshchat is a live chat platform for customer support that also allows its users to create bots within their live chat interface.
Users can create fully customizable bot workflows that are tailored to their website and marketing goals.
Because the platform is designed to support visitors websitewide, various Bot conversations are categorized by topics such as feedback, sales requests, support requests, and anything else a bot could help with.
In addition, Freshchat Messenger can be used not only as part of your website and app, but also as a standalone support portal.
When a visitor is looking for information on a particular topic, they can jump directly to the relevant content via this interface.
The chatbot also has advanced intelligent AI features. For example, they can connect to your knowledge base software to automatically respond to requests:
Connecting the chatbot to the knowledge base
This helps resolve issues faster without having to have live agents on demand all the time.
And if they don’t find what they’re looking for, the chatbot can start the conversations in Convert support tickets.
Chatbot support tickets
Each of these tickets is then passed on to support or sales personnel so that the visitor can get the help or response they need.
Landbot is a chatbot platform designed to help companies create “conversation experiences” with their website visitors.
And installing their chatbots on a WordPress site is easy. First, use the platform builder to generate code for an entire page, a popup, an embedded, or a live chat interface. After you activate this plugin, you can continue to update and improve your chatbot with the Landbot Builder and automatically see your changes on your site.
6. IBM Watson Assistant
IBM’s Watson Assistant is an offer for building Conversation interfaces to any application, device, and channel.
IBM Watson Assistant
While most chatbots today use relatively simple multiple choice style menus to help visitors find information and basic question and answer style setups for collecting lead information, Watson Assistant is powered by artificial intelligence.
It is “trained” with information about specific industries and can use user input to complete a variety of tasks.
And adding this chatbot to a WordPress site is as easy as installing the Watson Wizard plugin and adjusting the settings to suit your preferences.
IBM Watson WordPress settings
You can use these settings to change the look of Customize the chat interface so that it appears on your site the way you want it to be.
Botsify is a popular option with website owners who are just starting out with chatbots.
However, it is not the most user-friendly in terms of WordPress integration, as this step needs to be done manually. We therefore recommend reading our tutorial on how to insert code into WordPress header and footer.
8. WP chatbot
Then there’s the WP chatbot. This is specifically designed for Facebook messenger customer chat.
If you’re even familiar with PPC or internet marketing, you’ve probably heard of WordStream. Larry Kim, the original founder of WordStream, is now the CEO of MobileMonkey, the company that develops this plugin. He knows the so-called “chatbot scene” very well! This is definitely one you want to see.
WP Chatbot plugin
Tidio Live Chat is a one-stop chat solution for WordPress users. It allows you to integrate the power of chatbots into email, live chat and messenger.
Once you’ve installed the tidio plugin, the widget appears and you’re ready to go. You can communicate with your customers from a single dashboard, and when you’re not there — Tidio Chatbot keeps an eye on your customers’ requests for you.
Tidio is quick to install and easy to customize. Just imagine building blocks in your hands that you can arrange the way you want and need them — pretty much the way you build your chatbot. When you’re on the go, you can help your customers with a mobile app — your own command center to touch!
But what if would your customers prefer a language other than English? Tidio can do that too. Tidio supports an impressive number of 183 languages, of which 21 are translated.
Another great part? You can use Tidio for free. Oh, and if you don’t like the widget’s default color scheme, you can change it too.
Chatbots are still a relatively new addition to the opportunities brands have to connect with potential customers and clients — but many companies are already seeing the benefits of integrating them into their websites.
That’s because using a website as an effective sales tool requires quick response and support whenever your audience needs it.
Chatbots can deliver this 24/7. You can address users’ questions and needs in seconds and they can be addressed to the right person when they need help from sales or support staff.
This makes them extremely effective in collecting and prioritizing leads, guiding visitors into helpful resources, personalizing the browsing experience, and even reducing employee workload by doing all of these tasks.
And although chatbots used to be a viable option only for budgetary companies and the developers who create them from scratch, there are now a lot of options that make integration into a WordPress site a breeze — and therefore an addition that’s worth considering for any company.