What about a WhatsApp chatbot for your Website and Social media!
I have been reading a lot lately on how to increase leads to our business, and top of the recommendations lists is to provide high quality blogs (check, job done 😊). Creating informative content attracts prospective clients organically (not paid) and will also help with Search engine optimization (hello page 1 of Google). There are many other things such as free trials (check 😊), making your website and service mobile friendly (check 😊) and to the topic of this week’s blog i.e., putting a Chat bot on your website. The idea is that pop-up chat bots are great tools for lead generation, which can answer questions and encourage website visitors to subscribe their email or phone number to a marketing list or request a call back or demo.
‘The average conversion rate for all pop-ups generated in 2021 was 11.09%.’
Source: Case Study by OptiMonk
This study shows the potential for chatbots to convert website visitors to leads, which in turn will your BDR teams to convert to prospects. Aside from the fact that some folks see chatbots as annoying, they undoubtedly a great lead generation tool. But their usefulness can be greatly improved with better implementations. In this regard businesses should look beyond standard web-based chats and consider a Message chatbot (e.g. on WhatsApp). What’s a message chatbot, read on and we can explore further..
Why businesses use web-based chatbots.
Before we talk about message chatbots, lets understand why web chatbots gained so much traction with businesses to enhance their customer service and engagement. A web-based chatbot is a chatbot that is integrated into a company’s website and can communicate with website visitors in real-time through an automated chatbot.
The benefits of web chatbots to a business are as follows:
- 24/7 availability: A chatbot can be available 24/7 to answer customer queries and provide assistance. This means that customers can get the support they need at any time, even outside of business hours.
- Personalized interactions: With chatbots, businesses can provide personalized interactions with customers based on their preferences and behaviour on the website. This can help businesses build stronger relationships with customers and improve their overall experience.
- Cost-effective: Chatbots can help businesses save costs by automating customer support tasks and reducing the need for human agents. This can also improve efficiency and productivity.
- Improved customer engagement: By providing quick and efficient responses to customer queries, chatbots can help improve customer engagement and satisfaction. This can also lead to increased sales and customer loyalty.
By providing personalized interactions and 24/7 availability, chatbots can help businesses build stronger relationships with customers and save costs. Implementing a web-based chatbot involves choosing a platform, designing the conversation flow, integrating with the website, training the chatbot, and monitoring and improving its performance over time.
What are the challenges with web chatbots?
While web chatbots offer many benefits, there are also some downsides and challenges that businesses should be aware of before implementing them. Here are the potential challenges of web chatbots:
- Limited understanding of user Intent: Chatbots rely on understanding key words or can rely on natural language processing (NLP) to understand user intent and provide appropriate responses. However, NLP is not perfect and can sometimes misinterpret user queries, leading to incorrect or irrelevant responses. NLP for businesses maybe uncontrolled and should be cautious when used.
- Difficulty in handling complex queries: Chatbots may struggle to handle complex or nuanced queries that require human-level reasoning and understanding. This can lead to frustration for users who are looking for detailed or specific information.
- Lack of emotional intelligence: Chatbots do not have emotional intelligence and may struggle to understand and respond appropriately to user emotions or sentiments. This can lead to impersonal or insensitive responses, which can negatively impact the user experience.
- Dependence on Technology: Chatbots are dependent on technology and can be affected by technical issues such as server downtime or internet connectivity problems. This can lead to interruptions in service and frustration for users.
Web chatbots close when users leave the website: Most website chatbots only work when the visitor is on the website. This causes frustrations as any client that requires help from a live agent must wait for the agent to respond (which could take hours / days) on the website. In most cases the chat ends when the user loses the website. Also web chatbots provide a disjointed customer experience across your digital assets: Most businesses have multiple digitals assets from a website, social media (Facebook, Instagram, LinkedIn). As the chatbot is only implemented on the business website, clients do not get the customer service benefits when on social media sites.
While web chatbots offer many benefits, businesses should be aware of the potential challenges and downsides before implementing them. These include limited understanding of user intent, difficulty in handling complex queries, lack of emotional intelligence, dependence on technology, need for continuous improvement, and user privacy concerns. Despite these challenges, chatbots can still be a valuable tool for businesses to improve customer support and engagement, provided they are implemented and optimized effectively.
Message chatbots a better alternative to web chatbots
With a message chatbot, customers can interact with the business through their favorite messaging app. The message chatbot can engage with the customer and can free up time and save labour for the business to hand off functions like customer support. With the addition of an eCommerce store, it can allow customers to order and pay for products and services. A personalized service is still possible as the AI chat bot can handover the Messenger conversations from the chat bot to a human.
Payemoji message chatbots
At Payemoji we provide Message chatbots (e.g., WhatsApp chatbot) that work across all your businesses digital assets. It is very simple to setup, where you add the website widget to your website, and when the visitor engages with the chatbot, it launches WhatsApp on their phone and then the user can engage with the business. Even after the client leaves your website, the chat can still be persistent, and the business can still reach out to the client through WhatsApp. The Payemoji WhatsApp chatbot is shown in the figure below and the launching of WhatsApp when a user engages with the chatbot. At anytime a client can request to speak to an agent by typing message us.
Figure WhatsApp Chatbot on Payemoji.com
It’s easy to add a WhatsApp chatbot button anywhere you do business - Instagram, Facebook, LinkedIn, your website. For example, at Payemoji we have WhatsApp Chatbots across all our digital assets. We provide a simple widget for your website, or for your Facebook page you can use the Message Us button. In LinkedIn you can also add the WhatsApp chatbot.
Why choose a WhatsApp Chatbot from Payemoji
Payemoji offers a great value WhatsApp chatbot and we would love to chat with you about it and customize to your needs. But here is a summary of the benefits of offering a Payemoji WhatsApp chatbot to your customers:
- Provide better live customer service: When a customer tries to chat with an agent on a web chatbot, it takes forever to get a live response. But with a WhatsApp chatbot from Payemoji, your team is notified immediately and can respond through the app.
- One WhatsApp chatbot for every platform: Web chatbots only work on websites. But with a WhatsApp chatbot, customers can reach you through Instagram, Facebook, your website, and more.
- Conversations never disappear: The conversation history is always there—so you never miss a beat.
- Every employee (that you want to) sees every chat: A shared inbox means you can see all conversations between your chatbots and customers. Plus, employees can respond directly to customers.
- Customize any response: Hours, directions, locations, newsletter, orders—Payemoji can customize automated responses for any query.
- eCommerce: Sell products and services through your WhatsApp chatbot.
- Never miss an appointment: allow your customers to book appointments through WhatsApp.
