A chatbot or conversational bot is a programme similar to a conversation, usually via text. It is an ideal solution for the initial stages of the conversation, but it should always be supported by a team of customer service specialists who can intervene in more advanced stages of the conversation to respond to the user’s needs.
- 24/7 support chatbot
If you need to reduce your e-commerce bounce rate, you have a lot to gain from a chatbot. It has been proven that this rate exceeds 50%, partly because consumers have questions outside of customer service hours.
In this case, we are talking about longer and more elaborate conversation sequences, for which it is essential to conduct keyword research and, of course, have a thorough understanding of the queries made by users.
It works similarly to an interactive frequently asked questions (FAQ) system.
- Consultant chatbot, also known as a lead generator.
A fundamental tool for converting consumer curiosity into need. It is a chat that makes recommendations within the website, but based on user queries.
The goal is to personalise the consumer experience. This requires long-term work, aimed at gradually converting these visits or initial leads into qualified leads, thanks to daily follow-up.
- Social chatbots
Branding-oriented bots. Their goal is to boost engagement and they usually recommend personalised content to visitors.
Having an omnichannel chatbot offers a range of possibilities that companies should definitely explore.