How will our clients communicate with us?
For many small businesses and start-ups, it’s a big question. You’ve got a new website, it’s probably got a contact us page – but how well are clients, or potential clients going to interact with you?
This was a problem facing one of our clients. They had a new website, with a member’s area and online learning platform, but as a relatively small business looking to expand, didn’t have the capacity to be dealing with large numbers of client interactions. The potential for regular, trivial issues such as login problems, password resets or user support was high, and had the potential to overwhelm the business and draw focus away from other tasks.
The solution, provided by Noble Octopus, was to install an online chat function onto the website, including a chat bot which is able to automatically and intuitively interact with users.
The chat function has been set up so that when a user clicks on it and interacts, the chat bot will respond and attempt to deal with the client’s query. The chat bot has been preloaded with answers to frequently asked questions, as well as more detailed information about products and sales information. If the chat bot isn’t able to provide an adequate response, it will notify one of the business owners, who is then able to take over the live chat and deal with the query. If nobody is available to chat, the chat bot will inform the client and take their personal details so that they can be contacted at a later time. The chatbot is also able to recognise common queries such as password resets, and provide the client with the appropriate steps to remedy the problem.
We have also been able to implement and integrate an appointments booking system, connected with the business owner’s calendar, which allows clients to book and schedule appointments without having to interact directly with the business. The chat bot will direct users to this function where appropriate.
Live chats and chat bots are a relatively simple, cost effective way of turning a flat website into a fully interactive user experience. The way in which users interact with online content is changing. People now favour instantaneous responses and real interactions over emails or contact forms. It’s a common misconception that this means needing someone available on a live chat 24/7.
Noble Octopus can help you to set up a chat bot which helps to provide this premium level of interaction, increasing sales conversions and customer satisfaction, in a simple and cost effective way.
