As we look ahead to 2021 and the success strategies we are planning to implement, we need to look back at the lessons we learned in 2020. Businesses were forced to pivot in ways they never anticipated, at speeds most were unprepared to handle. Technology and automation now both play pivotal roles in companies large and small. There was no time, however, for most companies to conduct research and due diligence on which technologies were truly the best and would provide the ROI they needed. Now is the perfect time to look closely at the solutions available that will help businesses automate processes that do not require the expertise of a human, that will help businesses provide a better level of customer service than they did before the pandemic, and that will truly help generate revenue while reducing costs.
Here are the top 10 reasons why you need a chatbot on your website in 2021.
Chatbots are available and operational 24 hours a day, 365 days a year. Chatbots don’t need to take lunch breaks, never needs to sleep, is never out sick, and never takes vacation time. There’s no way to match that coverage with a human employee.
In a time where COVID is still creating chaos in the workplace, live chat cannot be an option. Take a look at most websites with live chat, and you’ll quickly see how limited live chat can be. Available from 8-5 during the week (if you’re dealing with a company that is fully staffed), depending on what time zone you are located in. Then of course, you have to factor in holidays, early close on Fridays (gotta get to that weekend!), or if a staff member quarantined and unable to manage the live chat inbox.
Many chatbots are now able to do live translation in more than one language. While most of these are limited to one additional language only, AtlasRTX chatbots are capable of performing live translation into more than 100 languages. What’s even better is that our Atlas bots will automatically understand a new language being used and instantly translate for both users. Other bots have to be pre-configured via a drop-down to select the language. What this means is a company’s website can speak to any website visitor in their preferred language, providing the ultimate positive customer experience to international visitors.
The resources required to staff a team fluent in the same number of languages as an AtlasRTX chatbot is unrealistic for even the largest corporations. For organizations with a diverse customer base, the ability to speak their language is critical to improving the customer experience and building brand loyalty.
Because a chatbot is powered by artificial intelligence, it can engage in unlimited simultaneous conversations, while still providing instant responses and answers to visitors’ questions. No matter the time of day, or how much traffic a chatbot is getting, each visitor will get a personalized experience as if they were the only customer. This ability greatly benefits websites that receive high amounts of traffic, or whose traffic may surge at specific times.
In contrast, the more traffic engaging in a live chat app, the longer the wait times. And if you’re one of those visitors in a queue, be careful not to accidentally close that browser tab, or forget the chat is open and miss your opportunity to engage with the human agent, or else risk having to start your wait all over. Plus, when live agents are managing multiple conversations, your wait time inside your own conversation increases, turning a possible good customer experience into a negative one. When customer service teams are short-staffed, these inadequacies are immediately apparent.
When it comes to customer service and lead generation, your team never has to worry about a chatbot. Chatbots don’t have “bad days”, they always provide the correct answers, and they offer the same customer experience to each visitor. Answers are consistent despite the many different ways a question can be asked, and if the chatbot cannot answer a question, it will direct the visitor to a human for further clarification, thus avoiding an accidental incorrect answer.
Human agents, on the other hand, can often provide incorrect information to a visitor, whether it was because they misunderstood the question, or they didn’t have the most up-to-date information. In addition, the role of a customer service or online sales agent typically has a high turnover, meaning companies are continually employing staff who are still actively training and may not be ready to provide the positive customer experience your customers expect.
Our Atlas chatbots have the benefit of learning from each other. Since we offer a fully-managed service, we are constantly monitoring and improving our chatbots. Whether it’s to answer questions related to a new topic (such as questions about COVID-19 impacts on your normal business operations) or to provide a better user experience based on direct feedback from visitors, each time we improve one bot, every other bot also benefits. As your chatbot engages in more conversations, it will become smarter, and continue to provide an ever-improving experience for your customers.
Human agents can certainly improve, but often the cost of additional training for your team can prevent companies from implementing such options. With high turnover, companies are finding themselves fighting an uphill battle to improve the customer experience.
Chatbots and humans are better together. This has been our mantra from the beginning. Chatbots were never meant to replace the human agent, simply because there are tasks that humans will always be better at than a bot. That’s why we build our chatbots with the human in mind, and we allow your staff to jump into conversations at the right moment to help guide the visitor farther down the customer journey. The data is clear that visitors highly prefer to engage with a chatbot early on, only wanting to speak to a person when they have a detailed question or they are ready to move to the next stage of the buying process. Visitors feel less pressure engaging with a bot, getting their questions answered without being upsold before they are ready. When customers are ready to speak to a person, they are also more acceptable to having to wait for answers and engage with a human during normal business hours. In addition, now that these visitors have shown interest and pre-qualified themselves, your human team will be able to convert more into customers.
The ultimate KPI for any business is more customers and more revenue. Chatbots are designed to help reach these goals by performing automated lead generation and qualification, resulting in a sales team that can more effectively and efficiently use its limited time reaching customers more ready to buy.
Your sales team may receive numerous leads via inbound contact forms, newsletter registrations or through social media. Without any context, or additional engagement, the vast majority of these leads are low quality, resulting in a lot of wasted time as your salespeople call and email every potential prospect. If your sales team had a list of leads that they knew were already qualified, how many more conversions and sales could result?
Our chatbot technology on your website means you can gather valuable insights and analytics into the behavior of your customers and web visitors. What topics are your visitors asking about? What pages are they engaging with the most, and what are the most important questions they need answered on each page? Live chat and DIY chatbot solutions don’t provide this same level of reporting. Our real-time insights can give your marketing team the information they need to keep your website optimized for highest conversions, and provide context to every lead they engage with, allowing them to move prospects more quickly through the sales funnel. And for managers, every conversation is transcribed in your custom dashboard, so you can monitor conversations and perform real-time training for human staff.
Some more advanced chatbots can have awareness of the page the visitor is currently on, and adjust the conversation to match. For instance, a visitor to one of our homebuilder clients’ websites could engage with the chatbot on one new home community, and when they navigate to another community, the bot will recognize and update it’s data to reflect the details of the new community. Higher education institutions can provide up-to-date info on various degree programs based on what page the user is currently viewing, providing the best experience possible.
Live chat agents are usually unaware of what page the visitor is on during the chat, and therefore cannot provide contextual answers. They must ask follow-up and clarifying questions in order to provide the correct answers.
One client with an Atlas chatbot has said that in order to match the number of conversations their chatbot has with visitors, they would have to hire an additional three full-time employees. Another client saves an average of 260 employee hours a month with their chatbot engaging in early conversations with lower-quality leads. How much is time worth to you? How much would it cost you to hire three new team members? What revenue could your team generate with 260 hours free?
While live chat agents could directly generate revenue if they engage with a customer at the right point in the buying cycle, most often they are answering mundane questions and not collecting any contact information from the visitor. Instead of connecting with qualified customers ready to convert, your live chat staff is spending their time answering frequently asked questions from visitors at the very beginning of the journey.
With a chatbot complementing your human team at the top of the funnel, you can free up your limited human team to focus on those customers ready to buy, helping you to generate more customers and more revenue. With visitors on your site at all hours of the day, speaking a variety of languages, you can still give them the positive customer experience you know they deserve.