Anybody struggling with chatbots?

[fisicx]

@Jacky Nikson - and have you seen an improvement in conversions as a result of using a chatbot?

 

[John Hemming]

I run a voice recognition phone answering service for those people who really want to phone up without scheduling a phone call. All it does is ask for people's names. That seems to work ok (particularly as it gets the phone numbers of those people calling from CLI even when notionally engaged). Otherwise I find the automated response systems be they audio or text to be pretty awful.

 

[Jacky Nikson]

@Jacky Nikson - and have you seen an improvement in conversions as a result of using a chatbot?

To be honest, it was not an immediate result. And within a month or two I didn't see striking results, it was like 2% or 3% of the conversion rate jump. However, after customizing the chatbot software, asking customers about the quality of this chatbot service, and a lot of testing! we got 11% next three months, and 27% in the next six months.

 

[fisicx]

That's impressive. An increase in conversions of 27% just from using a chatbot.

But just to be clear, if you removed the chatbot from the site conversions would drop by 27% - you would lose one quarter of your sales?

 

[Jacky Nikson]

That's impressive. An increase in conversions of 27% just from using a chatbot.

But just to be clear, if you removed the chatbot from the site conversions would drop by 27% - you would lose one-quarter of your sales?

I was also surprised by this boost. Approximately, 2 months later conversions drop to 23%. I think it's quite normal.
But, probably, you are right: if we stop using chatbots, conversions will go down a bit.

 

[CoinCornerJoanne]

We don't use them on my company's website but I've tried them personally when using other websites. My experience as a customer hasn't been good so far - the chat bots have never managed to give answers that work with my query and I've come away still needing to communicate with the company.

I think they have good potential but need refining to actually provide customer benefit.

 

[Cosmo100]

Agree with all of the above. Especially, Chris' point. You spend a lot of money driving them to the website and have a hit and miss bot trying to work out what is being asked. Doesn't make sense to me. I used one yesterday and they weren't around for 3 hours, please email!

 

[fisicx]

Every website must implement it.

No they don't.

Might work for some but most do just fine without them.

 

[TheoNe]

I have only had a positive experience since I integrated chatbots into my website.

From a business point of view, a huge positive is the efficiency and accuracy afforded - they are always available and do not require sleep. I measure my customer satisfaction closely and so far the feedback and overall satisfaction I have received has been excellent. I have particularly noticed a huge improvement in my conversion and customer retention rates. I fully intend on continuing with this fabulous technology in the future!

I hope this helps.

 

[Strent12]

Chat bots are bit meh. I like tawk where there's a human on the other end and if a human isn't there in offline hours you can leave your question with an email for them to get back in touch with you.

The email bit might create a barrier in some eyes but that's good because it weeds out unserious people. Just my 5c. Also tawk is free.

 

[alan1302]

I have only had a positive experience since I integrated chatbots into my website.

From a business point of view, a huge positive is the efficiency and accuracy afforded - they are always available and do not require sleep. I measure my customer satisfaction closely and so far the feedback and overall satisfaction I have received has been excellent. I have particularly noticed a huge improvement in my conversion and customer retention rates. I fully intend on continuing with this fabulous technology in the future!

I hope this helps.

What do you find good about them that a FAQ would not be able to achieve? Whenever I've used one I have found them useless...which ones have you used so I can take a look?