Chatbots seem to be everywhere these days, with brands far and wide using them to build an online presence and help connect with customers efficiently. Chatbots are very business-friendly, helping to reduce resource costs and allowing audiences and customers to get answers to questions with ease, in a matter of seconds. They can also be a handy tool in driving conversions on your site, too.

First things first, let’s start with the basics…

What are chatbots?

A chatbot is a piece of software which can be designed and built to your specifications, to help conduct conversations. The technology can live onsite or within a service such as Facebook Messenger – there’s plenty of brands using them on the social network now, and you’ve more than likely come into contact with one.

Chatbots are growing faster than ever, too, and are especially relevant among the younger generation. According to Forbes, 60% of millennials have come into contact with and used them, and 70% of these have had positive experiences in doing so.

How do they work?

Chatbots are designed to provide automated information to questions based on particular keywords using built-in data. So, if a restaurant has one embedded into their site, it could be built to respond to questions regarding bookings, reviews, or menu information. Bots will have a selection of automated answers built in; anything outside of that will usually provide contact information so the customer can contact the brand easily.

How do chatbots encourage conversions onsite?

Automated bots can not only drive your digital strategy forward, but they can also help drive conversions onsite. Using a bot as a ‘help desk’ or ‘personal assistant’, if you have an e-commerce site can be extremely beneficial. For example, when users enter your site, a chatbot that pops up and asks users what they’re looking for is likely to drive interest and encourage further interaction. From this, the bot can be used to suggest products, accessories, and encourage exploration around the site, which helps drive conversion rates, and site visits, too.

Chatbots are a fantastic way to provide customers with an interactive experience, but they can also be used to drive or signpost to other areas. This could be onsite, or other digital marketing platforms, such as social media. They can also be implemented the other way around, too, so using them on digital platforms to increase site traffic.

The possibilities are endless, and it’s never been a better time to explore new avenues to interact with your customers.

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