There’s a good reason why technology is taking over the e-commerce industry, and it’s because of convenience. Software today makes it easier for companies to automate their core tasks for better performance and efficiency. One example of that technology is a chatbot, an application that facilitates conversations between brands and customers.
Chatbots have been around for a long time, but it’s only recently that brands have recognized the true value of this technology. By letting software simulate human conversations, businesses can cater to the needs of their audience more simply and efficiently.
If you’re looking for a chatbot solution for your brand, you came to the right place. This article will discuss the best chatbot software available today so that you can automate conversations with your customers.
Why use a chatbot?
First off, let’s discuss why you should consider using a chatbot in the first place. Chatbots provide a couple of advantages that help streamline customer communication. Here are the advantages of using chatbots for your business:
1. Reply to customers quickly
One of the main benefits of using chatbots is the almost-instant replies to customer queries. Rule-based chatbots are a great example as they provide answers in just a few seconds. Customers can ask basic questions, and the chatbot guides the user with follow-up questions until they reach the correct solution. Since these types of chatbots rely on a decision tree, they follow a set structure when dealing with customer queries.
While not as fast as rule-based chatbots, AI chatbots handle more complex questions thanks to natural language understanding (NLP). The biggest difference between rule-based chatbots and AI chatbots is the ability to mimic human conversations. With AI chatbots, customers can ask specific questions, and the software will interpret the question with human-like accuracy.
Regardless of which type of chatbot you use, your customers will benefit from the almost-instant replies, thus helping to boost customer satisfaction.
2. 24/7 availability
Another benefit of chatbots is the round-the-clock availability. The software operates at any given time, enabling you to address customer concerns, whether at 3 a.m or noon. Having a chatbot that’s ready to reply lets you rest easy, knowing that the software can address any of your customer’s queries.
If the chatbot cannot answer the question, a live chat support team can take over and provide further assistance. Of course, this will only occur within service hours, but for the most part, chatbots can handle most (if not all) of your customer’s questions.
3. Gain insights into your customer’s pain points
Chatbots provide in-depth information on the problems and concerns your customers face. By analyzing their conversation with the chatbots, you can formulate a strategy to address their pain points. You can also optimize your content strategy to cater to their needs and preferences, which helps with enhancing brand perception.
For example, if a customer experiences a problem with your product or service, you can identify the root cause based on their questions.
4. Chatbots are the future
Around 67% of consumers worldwide have interacted with a chatbot, and 87% of them had a positive/neutral experience with the software. Experts predict that chatbots will answer the majority of banking and health queries in 2022, which indicates that chatbots are the future of customer service interactions.
As we all know, the e-commerce space is quick to adopt the latest technologies, and brands that leverage chatbots will have the upper hand in keeping their customer satisfaction rates high.
5. Chatbots can handle hundreds of queries at a time
At most, a live chat support agent can handle three to five customers. Compare that to chatbots, which can handle hundreds of customers simultaneously, and you’re looking at increased productivity from your customer support team. Live chat agents can focus on providing quality answers and addressing your customer’s needs without feeling overwhelmed.
The top chatbot solutions for your brand
There are plenty of chatbots out there, and choosing the right one for your business can feel like a challenging task. But don’t worry; we’ll help you make the correct choice by highlighting the top chatbot solutions available today.
ManyChat is the most popular chatbot, mainly because of its seamless integration with Facebook and Instagram. It’s perfect for businesses who want to dip their toes into chatbots without feeling too overwhelmed with creating bots. It offers a free account that enables you to book appointments, sell products, and share coupons through Messenger and Instagram Direct Message.
The drag and drop builder simplifies the bot creation process. Create conversations, type in replies, and tweak your setting in just a few clicks. No coding is required so that anyone can build their chatbot in minutes. If you’re looking for a simplified chatbot solution, ManyChat is worth trying.
Those who want more out of a chatbot will find Netomi as a complete package. The software uses natural language understanding to decipher customer queries with remarkable accuracy. With Netomi, you can automatically address customer service tickets via chat, voice, and emails.
The software can mimic human conversations and deliver a customer service experience like no other, thanks to AI-powered technology. With continuous optimization and reinforcement learning, you can feel confident that the chatbot is as accurate as possible in resolving customer queries.
3. HubSpot Chatbot Builder
HubSpot’s chatbot software is a powerful bot builder that lets you automate live chat conversations with ease. The chatbots can book meetings, reply to questions, and even save answers to your CRM for qualifying leads and activating automation. Like ManyChat, the HubSpot Chatbot Builder is a rule-based chatbot that follows a flowchart-style setup.
Despite being a rule-based chatbot, HubSpot’s software has code snippets that let you take advantage of third-party AI bots like Google’s Dialogflow.
Botsify combines the efficiency of chatbots along with the proficiency of human interaction. If the chatbot gets stuck with a query, the software forwards the customer to a live chat support team. We all know the horror stories coming from automated replies, and Botsify aims to address that problem.
Getting started is easy as Botsify provides pre-made templates for you to try. You can integrate the software on various platforms like Zapier, Slack, and even your website. If you want a chatbot with good integration support and easy to use interface, check out Botsify as a potential chatbot solution.
ChatFuel is one of the leading chatbot solutions for Facebook, Instagram, and your website. The software interface is well-structured, and building chatbots is a straightforward process. You can build bots using templates made for sales or customer support. ChatFuel can recommend products, answer frequently asked questions, and automatically collect emails and user feedback. The software can also generate leads from ads and provide promo codes to customers.
Since it’s a no-code chatbot solution, you can create a custom bot from scratch in a few easy steps. Some of the key features of ChatFuel include keyword detection, personalization, and automation solutions that guide customers to the answers they’re looking for.
Choosing the right chatbot solution for you
There is no one-size-fits-all solution when it comes to chatbots. You have to evaluate the software’s features and capabilities to determine whether it’s a good fit for your brand. When searching for a chatbot solution, do consider the following:
- A good chatbot should have an element of human touch to it. Customers are more likely to have a positive experience with a chatbot when they provide meaningful replies instead of generic answers.
- A chatbot solution should serve a clear purpose. You want to make sure that the chatbot aligns with your goals. Do you need a simplified chatbot solution to handle basic tasks like scheduling appointments or recommending products? Then a rule-based chatbot is right for you. A chatbot with NLU capabilities should be your main option for complex applications that call for artificial intelligence.
- The chatbot you choose should reflect your company’s voice. After all, it’s more than just software; it gives your business a face. How the chatbot interacts with your customers will affect how people perceive your brand. Use a chatbot solution that uses similar language to your brand to ensure maximum compatibility.
And there you have it! The top chatbot solutions for your business. Chatbots have made their mark on the e-commerce space, and utilizing them as part of your brand development will help you improve your customer satisfaction rates.
Automating customer communication is one way of improving your customer support team’s overall efficiency. Your staff can focus on other important tasks, thus maximizing their productivity during service hours. If you’re looking to integrate a chatbot solution into your business, give these chatbots a try and see how they fit.
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