Many of us know that for our customers it is important to have a prompt response when they communicate with us through our website, but sometimes we are not able to respond immediately either because we are not available at the time they write or simply because we do not have the staff for this task. In this blog we will learn more about Chatbots, how they work and most importantly how beneficial they are for our website.
A chatbot is an automatic response system, which has the ability to hold a conversation with previously stored information of possible answers to possible questions, it also has the ability to help you with processes within a website such as purchases or actions with which you have problems. One of the benefits of chatbots, which differs from applications.
Since you do not have to download or update them, and they do not take up space on your mobile device, another advantage is that we can also integrate several bots in the same chat to avoid jumping from one app to another in case they ask different questions.
How to make them work?
Its operation is simpler than it seems because it has an artificial intelligence capable of learning over time, i.e. the more questions that are generated, the more it will acquire knowledge, thus giving correct or almost correct answers on some occasions, since it is still considered to have a margin of error.
They also have skills called the 5 C's which are competencies, cognitive, conversational, channel and coaching.
Competencies
It is therefore important to ask ourselves what we want the bots to solve for our customers, it is not the same to solve something complex than simple things, so according to this, we generate the competences to be able to answer if they simply ask for an address or if they ask for the qualities and prices of a product.
Cognitive
One of the skills given to the bots is artificial intelligence because it is what gives sanity to the chat it generates, but also for it to work it is necessary to implement some things that will help to respond appropriately to the users' questions.
It is necessary to include semantic variations since several users with the same question can generate the question differently, keywords help the bots to generate more effective answers because it will be easier to identify the user's question and finally languages is essential to program the bots to be prepared to respond in any language taking into account customers, localization and other aspects.
Conversation
It is important for the bots to have a good communication because their success will depend on it. They must be clear, concise and functional when answering because if the user does not understand what the bots communicate, he will not be able to solve his doubt and therefore will turn to other solutions.
Channel
It is necessary to define the appropriate channel through which the bots will communicate, this will help to contextualize a little since it is not the same for a bots to respond from an app like Facebook as it is to respond from a web page.
Coaching
It is necessary to be aware of the bots because we can get a better answer, so it is important to know before launching it what answer it is giving correctly, in which questions it has a low confidence index, what new questions the user has generated that the bots does not know, and the new artificial intelligences that we should generate.
Types of chatbots
There are two types of chatbots, artificial intelligence chatbots and fixed chatbots.
Artificial intelligence
These are the ones who can develop good responsiveness as they are frequently updated and learn about the concerns raised, are interactive and provide positive customer feedback and experiences.
Fixed
They are those that handle only information and are programmed only to answer limited things, do not have the ability to learn from the concerns raised by users, are able to answer questions that go beyond what they have programmed and often do not fulfill the function of pleasing users with their concerns.
Chatbots tools
Chatbots can be a very useful tool on your website, so here we will talk about some chatbots tools that you can use, which also respond to multiple needs and are totally effective.
Zendesk
A simple tool to use and easy to install one of the qualities that are sought when wanting a chatbots tool in addition to its easy adaptation of chat and voice in social networks this has a free version complete enough to use, however if you need more complete plans offers excellent prices.
Recommended for: its free version is recommended for small websites that are starting or testing the tool and the Premium version for larger and more capable websites.
To highlight
- 24/7 technical support
- Low prices in the Premium version
- Advanced customization
- Conversation tracking, sales and real-time monitoring.
Userlike
This is an application that stands out for its interface as it is quite striking and provides a great experience to users who interact with it, also easy to install and available for installation in Wordpress, and with an easy adaptation to different platforms such as CRM, E-mails among others.
Recommended for: although its interface shows a good performance, it is not developed for large teams but rather for medium-sized ones, it has services compatible with the general data protection regulation of the European Union, so it is quite attractive for companies in this region.
To highlight:
- It has a very complete free version
- Low cost in the Premium version
- Compatible with Wordpress
- Allows the generation of analytics reports
Live chat
This is one of the best tools you can find, since it is one of the most developed and effective chatbots, since it has a control panel that will allow you to centralize all the conversations of a website in real time.
Recommended for: It also has a free version that can only be enjoyed for 30 days, its costs are not so high and it offers a starter price for beginners and a price for business teams and large companies.
To highlight:
- Real-time user tracking
- Analysis and administration functions
- Manage and process large amounts of information
Benefits of chatbots
Chatbots are ideal to improve the response times they have with users and also because they work with artificial intelligence they have the ability to solve the concerns of human minds and give them positive and useful answers.
generating constant conversations in which people can interact.
These also allow you to collect customer data in a friendly and efficient way, improves the image of the company by the quality of the answers and also because a person will not have to wait for a long time for a response to a question or concern you have because it will remain active during 24 hours, so at the time the person communicates will have how to solve their problems.
Disadvantages of Chatbots
Although this can be a great tool, it can also be a bit detrimental because an automatic action, no matter how much artificial intelligence it has, can never replace the skill of the human mind, there are some issues that users raise that are difficult to predict or automate and this can generate non-conforming responses.
It is also important to clarify that they have zero decision capacity, which means that many of the user requests that require a decision will be impossible.
Some of them have a very complex interface, which means that if you do not have good knowledge this will increase your costs because you will have to hire additional staff to solve this problem.
Chatbots can be a very useful tool on your website, but you have to know how to use it and when. Not every company needs the implementation of this tool. For some it is necessary and can be used and for others it is not considered necessary because of the type of product or service...
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