What is chatbot - Should you add it to your WordPress site?

Perhaps you're familiar with chatbots or at least saw a popup in the lower right corner of your computer screen when browsing online.

But what exactly is a chatbot and why are so many brands scrambling to add them to their site?

Read on to find out the answers to both of these questions, along with a few tools you can use to start using chatbots as part of your marketing and sales strategy.

What is chatbot?

Chatbot is a computer program provided by rules or artificial intelligence (or both!) Interacting with users through the chat interface.

For example, Pizza Hut has a Facebook Messenger chatbot that allows its customers to learn about special promotions and promotions, then place an order for delivery or receipt.

Facebook chatbot

Facebook chatbot

The bot relies heavily on multiple-choice menus and basic inputs to help customers, but is extremely user-friendly and serves its purpose to help users place orders online.

And bots like this are just the beginning. In fact, Gartner predicts that more than 85% of customer interactions will be handled without humans by 2020.

So what causes this change?

One of the biggest reasons is that it suits consumers' preferences. Messaging is now more popular than ever, and the top four messaging apps around the world have more monthly active users than the top four social media networks.

Messaging application vs social network

Messaging applications and social networks

Plus, the average open rate for Private message is 98% , almost five times the average open rate of 20% for email.

After that, it is obvious that people prefer to communicate via messaging interfaces. And this can go a long way in moving them through all stages of the customer journey.

That is especially true when you think that 95% of visitors are not ready to buy on their first visit. They may have some brand interest, but need more information and can answer a few questions before converting.

And in many cases, a company's ability to respond to questions can be a deciding factor in whether it will eventually convert.

In a study of Harvard Business Review , researchers looked at the average time for companies to respond to new perspectives. They found that the longer the response time, the less likely the company was to have a meaningful conversation with an important decision maker.

In fact, companies that contacted new potential customers within an hour are seven times more likely to have meaningful conversations than those even an hour later.

And unfortunately, many businesses don't respond fast enough to get the sales they want.

The company is slow to respond

The company is slow to respond

Although 37% of companies responded to their potential customers within an hour and 16% answered somewhere between 1 and 24 hours, 24% took more than 24 hours - and 23% never paid. word.

From a consumer perspective, these response rates are unacceptable.

And in a similar study, the researchers found that the ideal time to respond to potential customers was five minutes after they contacted a company, because potential customers on the Internet, were able to 21 times more likely to participate in a sales cycle if you recall within five minutes.

After those five minutes, the lead exposure rate decreased by 10 times.

Response time and leads

Response time and leads (Image source: Floating )

Now, if you run a lead business, you might be wondering how on earth can you expect to follow up with all the potential customers that fill out your website forms in round five minutes.

Even if you have the most dedicated sales team in the world, they may not have time to test your CRM for new potential customers regularly. But just because this problem is common doesn't mean you shouldn't fix it.

After all, 85% of B2B marketers say they are not happy with their results. So it is clear that the current situation simply is not working.

And some companies try to solve this problem by adding a live chat interface to their website. In most cases, the channel is assisted by staff who can answer simple questions and transfer new potential customers to the sales team when they are ready.

But if you don't have a 24/7 employee to talk to your customers directly, this can be a very expensive solution to implement.

And that is where chatbots have immense potential.

With a chatbot on your website, you don't have to worry about your sales team not being present when new customers and potential customers contact and you don't need to hire additional employees to keep up the game interface. chat directly.

Instead, you can use chatbots to automatically answer and direct visitors to the information they need within seconds.

And they can do this in almost every part of the customer journey.

Today, chatbots can handle tasks ranging from referring visitors to information to new potential customers to meeting scheduling.

And it's no surprise that visitors are ready to use chatbots for these tasks.

Actually, a survey shows 40% of consumers say they will interact with a chatbot if it's available on a website - turning them into the perfect tool to direct your audience to the information they need to convert.

8 ways Chatbot can help you boost conversions and achieve your website goals

Chatbots can serve a ton of different purposes on a website. Here are eight of the most valuable:

1. Collect leads for your sales team

The most important goal for any prospect-based company website is to collect information that your sales team can use to contact new potential customers.

And the chatbot is perfect for this purpose. For example, 1ClickSolar uses the landing page with full-screen chatbot to start collecting visitor information as soon as they arrive.

First, the bot tells users that they will need to answer a few questions to verify that they are eligible for solar installations and receive a free quote.

Chatbot example

Chatbot example

Then, after the user clicks, get started! Let the bot ask a series of questions to collect basic contact information.

Chatbot example

Chatbot example

This process basically collects the same information that most websites try to gather through standard leads, but in a way that is much more appealing to users.

From there, they required their zip code, address, roof type and monthly electricity bill, to determine if they were the right person to install the solar panel.

After confirming all of these details, the bot provided the promised free quote and let users know when a follow-up email from the sales representative was needed to discuss their project in more detail - bring users to their sales funnel, and move them closer to sales.

2. Qualify and prioritize new potential customers

Collecting a steady stream of potential customers is a challenge. But evaluating and responding to each prospect is even more difficult, especially for busy sales teams.

But chatbots can simplify this process.

In addition to gathering information about your potential customers, bots can also identify high quality leads and make them a priority for your team.

For example, ServeHQ is a video training service for church leaders. This means that their target audience is quite appropriate and their sales team wants to focus on engaging with potential customers to become customers.

To help achieve this goal, the chatbot of their website starts by asking three questions about the visitors' roles and interests.

Chatbot questions

Chatbot questions

Then, based on their answers, it is possible to evaluate whether each visitor is likely to be a qualified lead and overtake the most qualified leads along with incentives. first.

This allows their team to support those high quality leads as quickly as possible - and ideally even within those five minutes.

3. Follow visitors to your Newsletter

Not only does TrainedUp use their chatbot to prioritize new leads, they also use it to subscribe people to their weekly newsletter. This can be a great alternative for push notifications .

Chatbot newsletter

Chatbot newsletter

4. Put visitors in contact with your team

One of the most common misconceptions about chatbots is that they are designed to replace human support and sales teams. But this is not the case.

In fact, one of the best roles chatbots can play on the web is to connect your customers and your employees.

For example, the first question that CPC Strategic chatbot asks all their visitors is whether they want to talk to an analyst.

Chatbot questions

Chatbot questions

This way, if visitors are willing to talk to someone who can help them determine whether the company's services are appropriate, they can do it as quickly as possible.

In addition, for companies with multiple outreach teams, a chatbot can also ensure that each customer can reach the most appropriate group to assist them.

For example, Drift uses its Driftbot to automatically route visitors to the right people for their needs.

If users reach out and indicate that they want to talk to the sales team, they will add them to that group's queue, then start collecting the information the team may need to effectively support them.

Chatbot collects information

Chatbot collects information

This way, when the sales rep is ready to talk to the visitor, they will have basic details like their contact information, interests and budget and can learn more about what they are looking for.

If a visitor indicates that they are trying to talk to a customer support team, on the other hand, the bot can route tickets to that queue and collect details about the problem they are seeking for assistance.

Chatbots do not replace people, they create a connection between your customers and your team

5. Direct visitors to useful resources

If you've invested in content for your website, chances are you've published articles, blog posts, and tutorials that provide most of the information your customers need.

And you can make the most of this content by training a chatbot online to direct visitors directly to resources related to their interests and questions.

For example, Amtrak's chatbot, Stephan Julie, is accessible in the top navigation bar of their site from each page.

Chatbot needs help with CTA

Chatbot needs help with CTA

If visitors ask a question that has already been answered on their site, the bot will respond with a brief answer, along with links to further information.

Chatbot content

Chatbot content

In this way, they not only help users get the information they need, but also maximize the value they receive from each resource on their site.

6. Personalize your browsing experience

If you've ever browsed a company's website based on leads while considering contacting them about a project or service, you'll know that's not always an interesting or engaging experience. Best.

A chatbot can change this.

First, it can greet users in a more personal way than a standard copy page. From there, it can request details that allow it to tailor Cameron's conversation to individual users.

For example, Landbot requires each visitor to give their name, then address them by name throughout the rest of the interaction.

Chatbots personalize the browsing experience

Chatbots personalize your browsing experience

And while this is a pretty basic example, it's just the beginning.

Chatbots can also tailor conversations for different audience segments and even provide information relevant specifically to the visitor's specified interests.

7. Provide customers with access to account information

Many of the questions the service-based company support team receives are specific details for their projects and accounts.

In this case, directing visitors to a static website will not be enough to answer their question.

But when integrated with the platforms you use to store and manage customer data, a chatbot can also provide customers with account information and other important details.

For example, Bank of America's chatbot can let customers know their account balance and payment information and even assist them with tasks such as paying bills.

Chatbot account information

Chatbot account information

This way, customers always have access to the information they want, even if the customer service representative is not available to assist them immediately.

8. Reduce the workload of your employees

Most likely on this list, as qualified leads and direct visitors to website resources and are often handled by customer service groups.

This means that by integrating a chatbot, you can eliminate these tasks from employee workloads. In addition, if you integrate support-focused content, you can even remove basic support requests from the group queue.

For example, the word bot WP Chatbot This is equipped to answer basic technical issues and guide users through the process of solving them.

Chatbot technical problem

Chatbot technical problem

When bots can handle these simple requests, they will be removed from your team's workload - allowing them to focus on more important, more complex tasks and effectively support your customers. than.

The best chatbot for WordPress

If you are interested in adding a chatbot to your website, the first step is to choose a platform to build it. Fortunately, there are some great options that integrate perfectly with WordPress websites - and these nine are some of the best.

1. Intercom

Intercom is one of the most popular chat and support platforms today. We use it at Kinsta to provide 24/7 support for our WordPress hosting customers. In 2018, they expanded their product by launching an AI-enabled chatbot called Reply Bot.

Contact

Contact

And Install it on your WordPress site so easy.

WordPress connect contacts

WordPress connect contacts

Once you confirm your WordPress website address and authenticate with your Contact account, you will be able to chat with potential customers and users on your WordPress site via the interface in the lower-right corner. right:

Chatbot contact

Chatbot contact

2. Drift

Drift is another famous chatbot platform that integrates easily with WordPress websites.

Floating

Floating

After creating the account, users only need to Install the plugin of the platform , then copy and paste a line of widget code from their account into the site's header.

Install Drift in WordPress

Install Drift in WordPress

Then, turn on the utility, copy a few lines of code into plugin settings and save the changes.

Installed WordPress

Installed WordPress

As soon as you complete this process, your chatbot can become active (and collect leads) right away.

3. WP Chatbot

WP Chatbot is an extremely user-friendly platform, making chatbot building and installation a simple, straightforward process.

WP Chatbot

WP Chatbot

Using this plugin, you can give your bot a user identity and personality, guide what to say to visitors, and combine questions that allow it to collect leads on. your website.

Questions about WP Chatbot

Questions about WP Chatbot

You can also create multiple bots for different purposes, like sales or support, depending on how you want to use chatbots in your strategy.

Many chatbots

Many chatbots

In addition, all chatbots are fully customizable with CSS, so they can be designed to visually be compatible with the rest of your site.

4. Freshchat

Freshchat is a live chat platform that supports customers also allows users to create bots in the live chat interface.

Freshchat

Freshchat

Users can Create fully customizable bot workflow , match their website and marketing goals.

Fresh bot

Fresh bot

Because the platform is designed to support site-wide visitors, various bot conversations can be categorized based on topics such as feedback, sales requests, support requests and any other What else can the bot support.

In addition, Freshchat Messenger can be used not only as part of your website and applications, but also as an independent support portal.

Freshchat messenger

Freshchat messenger

If visitors are looking for information on a specific topic, they can use this interface to jump straight to relevant content.

Chatbot also has advanced intelligent AI features. For example, it can connect to Basic knowledge about software Your to automatically provide answers to queries:

Connect chatbot with KB

Connect chatbot with KB

This helps solve the problem faster without you having to have live agents on call at all times.

And if they don't find what they're looking for, chatbots can convert conversations into support tickets.

Chatbot support tickets

Chatbot support tickets

Each of these tickets is then transferred to the support or sales staff, so that visitors can get the support or answers they need.

5. Landbot

Landbot is a chatbot platform that aims to help businesses create online conversational experiences with their site visitors.

Landbot

Landbot

And install their chatbot on a website WordPress so easy. First, use the platform builder to generate code for the entire page, popup, embed, or live chat interface. After activating this plugin, you can continue to update and improve your chatbot with the Landbot generator and see your changes reflected on your website automatically.

6. Assistant IBM Watson

IBM Watson is a proposal to build a conversational interface into any application, device or channel.

Assistant IBM Watson

Assistant IBM Watson

While most chatbots today use relatively simple multi-choice menus to help visitors find information and set up basic question and answer types to collect leads, Watson Assistant provided by artificial intelligence.

It is provided before training with information on a number of industries and can use user input to help them complete a variety of tasks.

Bank

Bank

And adding this chatbot to a WordPress site is as easy as installing it Watson Assistant plugin and customize the settings to suit your preferences.

Install IBM Watson WordPress

Install IBM Watson WordPress

These settings allow you to customize the look and feel of the chat interface so that it displays the way you want on your website.

7. Botsify

Botsify is a popular option among web site beginners to use chatbot.

Botsify

Botsify

That being said, it's not the most user friendly WordPress integration, because this step has to be done manually . We recommend you see your tutorial on how to Add the code to your WordPress header and footer .

8. WP-Chatbot

Then WP-Chatbot . This is specifically designed for use with Chat for customers on Facebook Messenger.

If you're completely familiar with PPC or internet marketing, you've probably heard of WordStream company. Larry Kim, the original founder of WordStream, is currently the CEO of MobileMonkey , the company that developed this plugin. He knows what we call online chatbot very well! This is definitely one you will want to check out.

WP-Chatbot plugin

WP-Chatbot plugin

9. Tidio

Tidio Live Chat is a one-stop chat solution for WordPress users. It allows you integrated the power of chatbot with e-mail, live chat and Messenger.

Chatbots Tidio

Chatbots Tidio

When you install the Tidio plugin, the utility will pop out and you will be fine. You can contact your customers from a single dashboard and when you are not available - the chatbot Tidio will track customer queries for you.

Tidio is quick to install and easy to customize. Just imagine the building blocks in your hand that you can arrange the way you want and need - that's how you build your chatbot. When you are on the move, you can support your customers through one mobile application - Your own command center at hand!

But what if your customers prefer to use a language other than English? Tidio can handle that too. Tidio supports an impressive number of 183 languages, of which 21 are pre-translated.

A great part? You can use Tidio for free. Oh, and in case the widget's default color scheme is not something you like - you can change it too.

Summary

Chatbots are still a relatively new addition to the option brands to attract customers and potential customers - but many companies have seen the benefits of incorporating them into their websites.

That's because using a website as an effective sales tool requires quick feedback and support whenever your audience needs it.

Chatbots can provide this 24/7. They can solve users' questions and needs within seconds and direct them to the right people when they need help from a salesperson or support staff.

This makes them extremely effective for collecting and prioritizing leads, directing visitors to helpful resources, personalizing the browsing experience, and even reducing the workload of employees with how to handle all these actions.

Và mặc dù các chatbot trước đây chỉ là một lựa chọn khả thi cho các doanh nghiệp có ngân sách và nhà phát triển để xây dựng chúng từ đầu, nhưng hiện có rất nhiều tùy chọn giúp tích hợp một vào một trang web WordPress – làm cho nó trở thành một bổ sung đáng để xem xét cho bất kỳ công ty nào

About My name is Nguyen Manh Cuong. I was born in a poor village in Ba Vi district, HA NOI province - windy and sunny land. Currently. https://www.nguyendiep.com/. Mr Cuong.
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