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Online consumers today love one-on-one interactions that offer immediate responses every time. You don't need a customer service representative on the clock at all times to keep an instant messenger chat program running for your customers.
AI-enabled chatbots are revolutionizing the customer service space by automating responses. According to Juniper Research, AI chatbots are projected to save companies as much as $8 billion by 2022. With reduced staffing costs and faster response times, AI chatbots benefit both businesses and their customers.
Put yourself in your online customer's shoes and identify what they would want your chatbot to do for them. Do they want personalized conversations about products or services, or do they want to make a booking?
You'll need to think of all the possible ways a conversation could go, so start with the customer's objectives. When you know what your customers are looking for, you can add hints to your chatbot for them to click on, such as questions like, "Would you like to book an appointment?"
There are many chatbot-building platforms out there that allow you to create a custom chatbot without starting from scratch. Some of these are Chatfuel, flowXO, ManyChat, and Smooch.
Once you've built your chatbot, integrate it not just with your website but also with Facebook Messenger and other chat platforms your customers frequent. Offer your customers the chance to be directed to a live representative, and make sure you have the appropriate channel set up for that, so you don't lose leads.