The Business Website as the Center of Your Digital Universe
Are you considering implementing an AI chatbot on your business website? The website is the most important place of the business’s digital presence, and it is quite essential to be designed well with clear information and an easy-to-navigate interface. Implementing a chatbot with or without AI will upgrade your website so visitors will not only find out information more easily about the company, its products, and services but also get their questions always answered. The proactive chatbot will greet them and guide them through the site and will create a lasting impression and memorable experience.
We mentioned several times in our previous blog posts about the need of having a chatbot on your site to decrease the number of visitors leaving it unassisted. According to a report from April this year, 2022 Digital Experience Benchmark by analyst company Contentsquare, up to 65% of users leave a business website after viewing only one page. If they do not find what they are looking for quickly and easily, they most likely will continue their search on another site. That is not your goal, is it?
Just a reminder and food for thoughts, the added value of a chatbot is to collect first- and zero-party data on customer behavior in the soon to become cookieless digital world, where after the pandemic 1 in every 3 customers chat with businesses at night (~35% to be exact). In the next paragraphs, we will continue with the 10 best benefits when implementing a chatbot with or without conversational AI on the business website.
10 Benefits of Adding an AI Chatbot on Your Website
1. Instant 24/7 response
Now you can have a digital employee to answer to your customers 24/7 at a cost equal to a fracture of the employee salary. Chatbots with conversational AI provide 24/7 customer service and support and answer immediately no matter is it a day or night. Nowadays customers love businesses that are constantly online so become one of them! Chatbots are designed to answer frequently asked questions instantly and manage thousands of routine inquiries at once and when they are placed on the business website, it turns into a customer support machine without the immediate need for live agents who will have more time to deal with the more complex tasks. Even before the pandemic customers expected a business to be available 24/7 via messaging apps and especially via chatbots. This trend just keeps growing. According to Salesforce, 69% of consumers prefer to use chatbots because they deliver quick answers to simple questions. If you want the business website to be the center of your company’s digital presence that provides a 24/7 self-service option (means improved customer service and better customer experience), implement your chatbot there.
Businesses that are 24/7/365 online are better equipped for building a successful relationship with their customers. As customers search for information and assistance mostly online and want it available immediately, which means also during the night, they will appreciate getting the necessary attention, answers, and help whenever they looked for it and stay more loyal to the brand. A chatbot on the business’s website can always deal with their search and inquiries. That will change customers’ expectations of the business’s website, products and services in a more positive and memorable way, and it will inspire them to return.
2. Multilingual response
Do you have customers from all over the world that visit your website? Chatbots with conversational AI can work in many languages to interact with customers in their native languages and guide them through the marketing and sales funnels your team created for them in the chatbot. An AI chatbot can take over the first level of communication with all of the foreign customers at any time of the day, so your employees will have time for more complicated tasks and rest during the night.
With a chatbot in many languages, the business can customize the customer experience in the chatbot according to guest nationality – from texts, pictures, and buttons with links and inquiry forms, to the specific answers to the client’s questions. By the way, on the Umni platform businesses can have and train a chatbot with conversational AI in English, French, German, Russian, Italian, Spanish, Bulgarian… and the information cards in the chatbot can be duplicated as content and settings and translated automatically from one language to another with 1 click. There is an easy-to-use tool, now is the time to create and train your multilingual chatbot.
3. Automation of routine inquiries
Do you have so many routine questions that are frequently asked in the forms on your website or in your live chat, or in your social media accounts? Automation of all routine inquiries is possible with an AI chatbot that can answer all of them instead of your employees. All frequently asked questions and routine inquiries that are mostly annoying and come from all social media accounts or anywhere else could be directed to the chatbot by providing customers fast access to it through a link or QR code. This will support the increase of website traffic, and the employees will have time for more interesting tasks for overall business growth. According to Accenture, nearly 6 in 10 executives said chatbots can improve their organization’s ability to handle customer queries, and that they can deliver personalized attention to website visitors by being more conversational. That’s proof that conversational AI already improves customers’ experience and business operations in the business world. If you want to save up to 12 minutes for your employees per communication with a customer, give the chat to your AI chatbot. It is possible to achieve using tools for no-code chatbot creation and management like Umni’s platform.
4. Cost-saving and time saving
Saving time and costs on customer service and support on the website and other communication channels are on the to-do list of every owner and top manager. If you have many expenses associated with customer service and support – on your website for live agents’ salaries, messengers, and others, a chatbot would help you decrease the cost. This digital tool itself costs a fraction of the salary of a customer service employee and is 24/7 on duty on the business site to answer all customer questions. According to Accenture, 57% of companies agree that conversational bots can deliver large returns on investment for minimal effort. And according to another survey by Juniper Research chatbots are projected to save 2.5 billion customer service hours to businesses and consumers by 2023 only across the retail, banking and healthcare sectors, and the cost savings will reach $11 billion annually. Implement an AI chatbot now on your website to start saving tomorrow. The chatbot technology does not take the job of a customer service agent, it just optimizes it by helping with the routine tasks that will save more time and resources for the business to use them for the business development and reaching business goals.
5. Increasing interactions and conversions
Increasing customer interactions and turning them into conversions is one of the main goals of a business and a chatbot based on the business website can help with reaching these goals. The days of waiting in queue to get through a busy business phone line, waiting for a response in a messenger or to an email are already gone. A chatbot with conversational AI helps customers receive instantly the information they search for just around the clock which increases their satisfaction and the possibility to become a customer. Chatbots are the modern way to generate leads for your sales process and they can be used as a stand-alone tool on your website or in combination with other tools and methods like CRMs, email marketing, etc. so all your business tools will be connected. AI chatbots make it easy to build a relationship with prospects and potential customers won’t be missed because of the 24/7 customer engagement. Meeting all customers’ needs when they are on your site right away leads to a conversions increase.
6. Collecting useful customer data
Chatbots with conversational AI on the website of a business can collect data about customer behavior and customer feedback (compliant with personal data regulations) – what customers search for in the bot when they search for it, what are the most asked questions, and more, and this information is provided in live statistics. Businesses that implement an AI chatbot on their website, regardless of their industry, will have the right tool to understand their customers better.
Did you hear that third-party cookies will no more be used in less than a year? Apple already eliminated cookies in its Safari browser 5 years ago. Next year Google will join the cookieless world and will also stop supporting third-party cookies.
As we mentioned in our previous blog post, AI chatbots will gain additional importance as a first-party cookies tool on the business website – the focal point for digitally-oriented businesses. First-party cookies are the ones that the website collects about customer behavior in general – when visitors are on the website, what they search for, and more. All these statistics can be accumulated and sorted by a chatbot when the business redirects customers to it from all social media accounts or anywhere else right to the chatbot.
An AI chatbot is also a 24/7 zero-party data collection tool. Zero-party is all the data intentionally shared by users – customers’ intentions on buying something, what they choose, and their personal preferences. An AI chatbot can help as a zero-party data collection tool when various forms are built-in it that users fill in to receive something – information, to download files, book an appointment, make a reservation, subscribe to newsletters, and others. All this data is collected automatically by a chatbot on the business’ site and help the whole process of understanding customers, making intelligent decisions, and providing better service. As a business, start early switching from depending on third parties for data and take control over it by having immediate access to information about everything that is happening in the chatbot on your site.
7. Increasing session durations
The chatbot is the digital brand representative that greets visitors with “Hello, how can I help you?” and encourage them to stay, learn, find what they need, and interact. When engaged with a well-planned chatbot, customers won’t leave the website in a matter of a few seconds and stay longer.
Bounce rate is the percentage of visitors who load one page on the website, then leave without any interaction with the page or visit any other of the web pages. In a survey by Top Design Firms, 42% of consumers said they will leave a website because of poor functionality and 31% of people think that an engaging user experience is a top priority for website designs. Businesses shall consider adding a chatbot with conversational AI to provide a better customer experience by communicating, guiding, and engaging visitors more than the website design itself could do.
If you want your customers to stay on your website longer and to decrease the bounce rate, start with an analysis of what is causing them to leave in the first place – lack of information, hard to find an answer or to ask questions, or else. The chatbot may be the solution for all your findings with its functionalities and the capability to interact and assist people find what they need in a matter of seconds.
Average session duration is a Google Analytics metric that reports the average amount of time users spend on your website. You can find your website’s average session duration in Google Analytics by navigating to Audience and then Overview. Watch this metric increase by adding a chatbot to the website, providing useful information and assistance 24/7 when visitors search for it.
Average time on page is a web analytics metric that measures the average amount of time spent on a single page by all users of a website. It even turns out that 54% of users do not reach the middle of a page and go search somewhere else. By meeting customers’ expectations of the business to be available any time with the help of a chatbot and improving page load times, the average time on page will increase for sure.
Repeat and new visitors you can track in your Google Analytics account but this data itself is not enough. The business needs to know its customers’ behavior and the chatbot on a website serves its duty here too by delivering statistics about what clients search for, when they do it, and more. That customer data is far more important than the number of new and returning visitors and the chatbot can automatically collect such data and provide it in live statistics for further analysis. It is cool, we know! You can try it for 14 days free on our platform here.
Exit rate is the term used in website traffic analysis and is the percentage of visitors to a page on the website from which they exit the website to go to a different website. Well, all customers cannot stay forever on your website, but you can provide a tool that will help to decrease the exit rate to a minimum – with a chatbot that provided useful information, has CTAs and lead magnets to attract attention, with a pop-up for free materials in it with sign-up when customer wants to leave the website and many other ways that the chatbot can help with, so visitors stay way much longer or at least leave their contact information. Use your chatbot on your business side to increase all KPI metrics and know your customers better to keep up with the trends.
8. Better customer experience
Great customer experience is the best brand strategy! If the customer journey on the website is faster and simpler and all answers to questions and information are in one place presented in an instant and interactive way, why would a customer leave the website and search for another alternative? Ensure the chatbot has all functionalities needed to guide them smoothly through their journey in the carefully designed marketing and sales funnels in the chatbot to take the customers’ experience to the next level of satisfaction. Customers love brands that provide a friendly, easy-to-navigate, and attractive website interface with the combination of the ability to self-service 24/7. So make sure your website provides customers with anything they want at any time they want it. With chatbot technology used properly, customers will have the best experience on your website. Chatbots on the business’ site can even exceed it with their convenience and helpfulness to keep customers for life.
9. Build trust and brand loyalty
Building trust and brand loyalty are more likely to happen when using a chatbot on a business site. You will ask how. Trust and loyalty are built with time passing but the chatbot can accelerate this process by always being ready to chat and helping, It does not have any excuses for not assisting right away when clients search for answers to questions about the brand products and services, and anything related to the business. It never sleeps or go on vacations and when you need it, it is always there for you. Isn’t that a tool that every customer would love to see on the business website as a self-service option? Most customers wait to receive an answer from the business for hours or even days when they asked something in the contact forms, especially during the weekends or at night – the chatbot will take care of all of these customers and that will help with winning their loyalty at once and forever.
10. Increase website traffic with direct links to chatbot from anywhere
Increasing of your website traffic is a crucial marketing task if you want your customers to see what your business is doing. You can direct customers from all social media accounts, from email, offline with a QR code, or anywhere else to the chatbot on the website – to a precise page with an exact place in the chatbot to do a certain action: fill in a registration form, download a file, make a reservation or other. Directing customers to a form or else in the chatbot from anywhere increases the website traffic and also introduces the website options to customers that didn’t intend to visit the website in the first place and when a chatbot takes care of them, they will stay longer, engage and it is more likely to make a conversion.
Be ahead of your competitors
Be not one, but a hundred steps ahead of your competitors by implementing a chatbot on your site with all the benefits it has to offer to grow further. As per Juniper Research, 43% of the existing chatbots are located on websites versus 48% in messengers, and it is expected the number of chatbots located on the business’s websites to increase.
Web-based AI chatbots can act as a first and immediate contact point for customers where they search for information and can help drive the interest to the business website, answer FAQs and collect inquiries from both potential and in-house clients. Plan strategically and the website will become the most used instrument of your business with a chatbot on its side. Do not hesitate to contact us and start your chatbot story now!