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Trend Assessment: Chatbots & Your Website

Posted on 3.17.2017

Thanks to various technology, it has become much easier for businesses to perform tasks with little to no human intervention and improve conversion rates as a result - like chatbots.

Defining the Chatbot

Before we can discuss what a chatbot can do, we need to discuss what it is.  A chatbot takes the form of an interface, which allows the user to perform any number of tasks. These tasks allow businesses to converse with customers through websites (and social media, to accomplish certain goals. Nowadays, chatbots have become so advanced that they can carry the conversation further than answering a frequently asked question based on cues people give (by leveraging machine learning).  

Selling Your Products and Services

Asides from customer service queries, there are other ways chatbots can help companies. For example, these devices are being used by businesses to sell their products and services.  After the bot collects enough information about a customer’s preferences, it can recommend items that someone may like. Chatbots can also do this at any time of day, which can lead to a sale any time of day.

Using Chatbots To Make Payments

Once the customer knows what they want, a chatbot can also assist him or her in purchasing the item, and making a sale for your business.  All you have to do is set up your chatbot to accept payments using any form of digital payment that you would allow, the transaction is completed.

Track Customer Behavior

Depending on how you have set up your chatbot, it may be able to detect trends in your customers’ behaviors based on what they do (or don't do). Monitoring customer patterns will allow you to see what they like and don’t like. On the other hand, you will also be able to see any questions, or problems, your customers have and even proactively serve content (e.g., "we see you are having trouble logging in, so we sent you a password reminder email).  

This information will alert you to any issues you were not aware of, and you will be able to change them as soon as possible.  As are result, you can base your products on customer preferences, which can provide greater business potential.

Commerce with Facebook Messenger

Business transactions are not only being used by chatbots on traditional business websites. Some of the most common apps are now being used to help carry on commerce conversations. One of the most popular examples is that of Facebook Messenger, which allows texts and voice commands, to create conversations.  As such, you can easily get information by going to a business’ Facebook page, and starting a conversation through messaging them.

Commerce with Amazon Echo

Many people have also started using chatbots at home without even getting on a computer or using a smartphone.  Amazon Echo allows you to just say “Alexa,” and then give a command or ask a question. But, since it is an Amazon product, you can access the company’s website products through the Echo, and even access your Amazon account. While going on the website will allow you to see new items, you can just as easily repurchase items that you ordered before using your preferred payment method.

Improving Your Conversion Rates

As technology continues to improve, these chatbots’ artificial intelligence will be so advanced that they will allow us to convert at an increasing rate. Being able to have customers converse with your chatbot outside of office hours will allow them to go to your landing page. When they get there, your customer can be led through the purchasing process and have conversations. Using a chatbot on social media, will allow you to provide a link to your landing page. One click, and your customers are there. Using these chatbots will improve your conversion rates and your bottom line.

Show Your Chatbots the Way

Chatbots are being used more often by businesses to help boost their conversion rates. All it takes is a little programming to tell the bot what to cover, and you’re all set. These technological advances are really helping companies improve their own business, and the future looks even brighter.
 

About the Author

Nick Rojas is a business consultant and writer who lives in Los Angeles. He has consulted small and medium-sized enterprises for over 20 years. He has contributed articles to Visual.ly, Entrepreneur and other leading industry publications. He is currently concentrating his marketing efforts in new artificial intelligence technology. You can follow him on Twitter @NickARojas
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