This is where local AI chatbots come into play. These intelligent tools can handle customer inquiries around the clock, delivering instant, accurate responses to frequently asked questions. But their value goes beyond just responding—they’re also powerful lead generators.

Imagine having an AI-powered assistant on your website that not only engages visitors in real-time but also collects their contact details for future follow-ups. This proactive approach keeps potential customers engaged, even after they’ve left your site.

In this blog, we’ll explore how local AI chatbots can transform your business by automating customer engagement, enhancing lead capture, and boosting overall efficiency. We’ll also showcase how Broadly’s AI solutions can help you harness this technology to stay ahead of the competition. Let’s dive in!

What are Local AI Chatbots?

A local AI chatbot is an advanced digital assistant that provides personalized, instant customer service for small to medium-sized businesses. Unlike generic chatbots, a local AI chatbot is tailored to meet the specific needs of businesses that serve local communities. These chatbots use AI-powered chatbot technology to interact with customers, answer inquiries, and streamline communication efficiently.

What sets local AI chatbots apart are their unique features designed to cater to the nuances of local businesses. For instance, they can provide location-based support, understand localized language preferences, and deliver real-time responses to questions about business hours, services, or inventory availability.

Imagine a potential customer landing on your website—an online AI chatbot can instantly answer their questions, schedule appointments, or even confirm product availability, ensuring you don’t miss out on new business opportunities.

Local businesses can leverage AI tools to handle everything from FAQs and product inquiries to appointment scheduling. By integrating a local bot into your website, you can create a seamless customer experience that encourages visitors to engage with your brand, collect leads, and drive conversions. For more insights on implementing this technology, check out our guide on how to create a chatbot.

How Local AI Chatbots Benefit Local Businesses?

Instant Response for Customer Queries

In a world where customers expect immediate attention, having a local AI chatbot ensures that your business is always responsive. Research indicates that 44% of online consumers believe that the average response time from customer service should be below five minutes.

Implementing a local AI chatbot ensures your business meets these expectations by providing instant, accurate responses, thereby enhancing customer satisfaction and engagement.

Increased Customer Engagement and Retention

A local AI chatbot not only responds to queries but also engages customers in meaningful conversations, increasing their likelihood of returning. By providing quick and relevant answers, chatbots can enhance the customer journey, creating a positive impression that leads to higher customer retention rates. Engaging customers effectively is crucial for local businesses that rely on repeat customers, and an online AI chatbot can make this process seamless.

24/7 Availability

Unlike your human staff, chatbots never sleep. They’re available 24/7 to handle inquiries, ensuring that you can capture leads and serve customers even when your doors are closed.

For local businesses, this is a game-changer, as it allows you to stay accessible around the clock. For after-hours support, chatbots can manage inquiries, ensuring that potential customers are not left waiting until the next business day. Learn more about enhancing your customer service with a customer care chatbot.

Reduced Workload for Staff

One of the most significant benefits of implementing the local AI chatbots are the reduction in workload for your employees. By handling repetitive questions about store hours, service availability, or appointment bookings, chatbots free up your staff to focus on providing in-person customer support where it truly matters. This can lead to a more efficient operation and a better overall experience for your customers.

Cost-Effective Solution

For many local businesses, hiring additional staff to handle customer inquiries can be expensive. The local AI chatbots offer a cost-effective alternative by providing the same level of service at a fraction of the cost.

With advanced AI models and Generative AI capabilities, chatbots can mimic human-like interactions without the overhead of a full-time employee. Implementing this solution can help you optimize your resources while still delivering top-notch customer service. To explore more on how automation can benefit your business, read our article on automation for small businesses.

The Best Local AI Chatbot: Broadly’s Web Chat

Broadly’s Web Chat is a powerful, AI-driven solution tailored to meet the needs of local businesses. It offers a range of features that go beyond standard chatbots by providing seamless customer engagement, personalized interactions, and lead capture. With Broadly’s AI chatbot, local businesses can efficiently connect with their customers, providing instant responses while capturing crucial lead information to follow up via SMS text or email.

What makes Broadly’s local AI chatbot stand out is its ability to understand your business, thanks to its preconfigured AI system. By utilizing details from your Google Business Profile, website content, and other provided information, Broadly’s chatbot delivers personalized, relevant responses to customer inquiries. This AI tool ensures that your customers are not just greeted promptly but are engaged with meaningful, context-aware responses.

Unique Features of Broadly’s AI Chatbot:

Personalized Interactions

Broadly’s local AI chatbot is designed to engage visitors with a personalized touch. When customers visit your website, the chatbot can greet them by name, offer location-specific information, and tailor responses based on their behavior and interactions. This capability is made possible by leveraging preconfigured AI models that are deeply integrated with your business details.

Broadly’s chatbot doesn’t just answer questions generically—it draws information from your Google Business Profile, website content, and any additional details you’ve provided to deliver relevant, context-aware responses. For instance, if a visitor asks about store hours or a local promotion, the chatbot will respond intelligently, just like a knowledgeable staff member. This level of personalization ensures a more engaging experience, helping you turn curious visitors into loyal customers.

Seamless Integration

One of the standout benefits of Broadly’s AI-powered chatbot is its seamless integration into your existing website. There’s no complicated setup or coding required—the chatbot is designed to fit effortlessly into your web environment. Once implemented, it displays consistently across all your website pages, providing a smooth and cohesive customer journey.

Broadly’s web chat service doesn’t just sit on your homepage; it integrates across your site, ensuring that customers can find it whether they’re browsing your services, reading your blog, or exploring your contact page. This continuous presence helps reduce friction in customer interactions, making it easier for visitors to ask questions, get answers, and move forward in their buying journey. 

Lead Capture

Broadly’s local AI chatbot is a powerful tool for capturing leads, ensuring that no potential customer slips through the cracks. The chatbot is designed to prompt visitors to share their contact information at the right moment, such as when they express interest in a service or ask about a specific product. Once a visitor provides their details, the chatbot seamlessly collects this information for follow-up.

But it doesn’t stop there. By leveraging SMS text capabilities, Broadly’s chatbot enables businesses to take conversations offline, reaching out to leads in real-time via text messages. This approach is highly effective in keeping potential customers engaged and converting them into clients before they consider your competitors. Whether it’s sending an appointment confirmation or answering a follow-up question, Broadly’s AI content generator makes lead nurturing more efficient. 

Mobile-Friendly

With more than half of all web traffic coming from mobile devices, it’s crucial for your chatbot to provide a flawless mobile experience. Broadly’s chatbot is built with a mobile-friendly design, ensuring that customers can easily interact with it on their smartphones or tablets. Whether they’re looking to schedule an appointment, ask a question, or check product availability, the chatbot provides the same level of support on mobile as it does on desktop.

This mobile compatibility is particularly beneficial for local businesses, as many customers may be browsing on the go. By optimizing for mobile users, Broadly’s chatbot ensures that you’re not missing out on potential leads just because they’re using a smaller screen. 

Local AI Chatbot Best Practices

To maximize the effectiveness of your local AI chatbot, follow these best practices to enhance customer engagement, streamline communication, and drive more leads. By implementing these strategies, you can ensure your chatbot delivers a seamless experience that aligns with your business goals.

1. Personalize Responses with Local Relevance

Your local AI chatbot should reflect your community and the specific needs of your customers. Tailor its responses to include locally relevant information, such as store hours, nearby landmarks, or specific local promotions. For instance, if you’re running a holiday sale exclusive to your town, your chatbot can inform customers about it.

Using language that resonates with your local culture or community not only makes interactions more engaging but also helps build trust. Personalizing responses can turn a simple inquiry into a positive experience that keeps customers coming back.

2. Optimize for Common Customer Inquiries

Focus on optimizing your chatbot to handle the most frequent questions your customers have. This can include information about product availability, appointment bookings, business location, or service hours. By ensuring your chatbot can answer these questions accurately, you can prevent potential customers from leaving your site due to unanswered inquiries.

Regularly update the chatbot’s responses based on changes in your business operations, customer feedback, or new product offerings. Keeping your chatbot’s knowledge base current will enhance its effectiveness and keep customers satisfied. For more details on optimizing your chatbot, check out our article on types of chatbots.

3. Set Up a Clear Handoff to Human Support

While chatbots are great for handling routine inquiries, sometimes a human touch is needed. Make sure your local bot has a clear handoff process for complex questions or sensitive issues. By setting up escalation triggers, you can ensure that if a customer’s question isn’t resolved within a certain number of interactions, the chatbot will offer to connect them to a human team member.

This hybrid approach—using a chatbot for common queries while seamlessly handing off to humans for more complicated issues—ensures that your customers receive the best service possible without getting frustrated.

4. Use Lead Capture Wisely

A key benefit of Broadly’s local AI chatbot is its ability to capture leads effectively. However, it’s important to do this in a way that doesn’t disrupt the conversation flow. Prompt visitors to share their contact details at the right moments, such as when they’re showing interest in scheduling an appointment or inquiring about a specific product.

By collecting contact information in a friendly, non-intrusive way, you can ensure that leads are engaged and ready to be followed up with. To see how this can improve your business, learn about lead capture strategies.

5. Keep Conversations Friendly and Natural

Design your chatbot’s tone to match your brand’s voice. Whether your business is formal, casual, or somewhere in between, your chatbot should reflect that tone. Avoid overly technical or robotic language; instead, aim for a conversational style that’s easy to understand and friendly. This makes interactions feel more personal and engaging, encouraging customers to continue the conversation.

6. Optimize for Mobile Users

Since many customers will be accessing your website via their smartphones, ensure your online AI chatbot is fully responsive and mobile-friendly. Test it on various mobile devices to confirm that it works seamlessly, regardless of screen size. This ensures that customers can easily interact with your business on the go, enhancing their overall experience.

7. Analyze Chatbot Insights for Continuous Improvement

To maximize the benefits of your AI-powered chatbot, regularly analyze its performance metrics. Review common customer questions, drop-off points, and satisfaction ratings to identify areas for improvement. Use this data to optimize your chatbot’s responses, add new answers to FAQs, and enhance the customer service experience. Continuous improvement is key to keeping your chatbot relevant and effective.

8. Leverage Chatbot for Promotions and Announcements

Your chatbot can also be a powerful tool for promoting sales, announcing new product launches, or highlighting seasonal discounts. Program it to inform users about special offers during their visit. For example, a chatbot could greet visitors with a welcome message that includes a discount code for first-time customers.

Setting up automated prompts for promotions can drive engagement and boost your conversion rates. 

9. Make Sure It’s Easy to Find and Use

Place your chatbot prominently on key landing pages, such as the homepage or product pages, to make it easy for visitors to find and use. Design the chat window to be intuitive, with a clear call-to-action that invites users to start a conversation. An easy-to-access chatbot ensures that customers can get the help they need without any hassle.

10. Test Regularly and Seek Customer Feedback

Regular testing ensures that your local AI chatbot is functioning correctly and meeting customer expectations. Gather feedback from users to understand how well the chatbot is serving their needs. Use this input to make ongoing adjustments and improvements, ensuring your chatbot continues to deliver a top-notch customer experience.

By implementing these best practices, your business can leverage Broadly’s local AI chatbot to enhance customer satisfaction, streamline communication, and boost lead generation. These strategies not only improve the customer journey but also position your business as a leader in customer service.

Turn Website Visitors into Loyal Customers

Using a local AI chatbot can be a powerful way to convert website visitors into long-term customers. Broadly’s Web Chat tool is designed to engage your visitors the moment they land on your site, providing quick, personalized responses and collecting valuable lead information. By offering immediate support and capturing contact details for follow-ups, you ensure that potential customers feel valued and heard, turning one-time visitors into loyal patrons.

If you’re curious about how Broadly’s AI-powered Web Chat can enhance your customer engagement and streamline your operations, why not see it in action? Schedule a demo with our team today to experience firsthand how our solution can help your business attract more customers, increase satisfaction, and drive growth.

Let’s show you how effortless customer service can truly be—connect with us now to get started!

The post Unlock the Power of AI: How Local AI Chatbots Can Transform Your Business appeared first on Broadly.

While these might just look like a cool tech gimmick on the surface, they can make a big difference in how you connect with your customers. Let’s get into it.

What is an SMS Chatbot?

Great question! Let’s break it down. 

An SMS chatbot is a software tool that can send and receive text messages, just like you already do with your friends and family. The big difference? This bot can handle multiple conversations at once, answer common questions, and even help customers book appointments or track their orders—all without needing a coffee break.

You have probably encountered SMS chatbots in the wild before without realizing it. If you have ever ordered something online and requested text updates, you’ve more than likely got a message or two letting you know it is out for delivery.

Imagine this: A customer wants to book a table at your restaurant but is stuck in a meeting. They shoot a quick text saying “reservation” to your phone number, and your SMS chatbot replies instantly, walking them through the booking process, showing available time slots, and confirming their reservation—all in a matter of seconds. 

That’s the magic of SMS chatbots—they’re always on, always ready, and super efficient.

Benefits of SMS Chatbots for Small Businesses

So, why should you think about adding an AI SMS chatbot to your small business toolkit? Here’s what’s in it for you:

Better Customer Service, 24/7

Your SMS chatbot is like that super reliable employee who’s always there when you need them—you know the one. Whether it’s answering simple questions like your business hours or helping a customer check on their order, an AI SMS chatbot does it all instantly. 

After all, speedy solutions often result in happy customers who are more likely to come back, which could translate into more money for you.

Save Time and Money

Let’s be real—running a small business often means juggling a million things at once. Not fun. 

By automating customer interactions, you can cut down on the time you spend answering the same questions over and over again, and you might even be able to scale back on the size of your support team. That’s money saved and more time for you to focus on what really matters—growing your business.

Higher Engagement Rates

People are way more likely to open a text than an email (we’re talking a 98% open rate here). This means your messages—whether they’re promotions, updates, or important alerts—are much more likely to get noticed (Sender). 

Plus, with an AI-powered SMS chatbot, you can send personalized messages that really connect with your customers.

Grow with Ease

As your business grows, so does your amount of customer inquiries. How is anyone supposed to keep up? 

Since an AI SMS chatbot can respond to multiple conversations simultaneously, this means it can handle the increased volume without missing a beat, making it much easier for your business to scale without adding extra hands on deck.

Types of SMS Chatbots

Not all SMS chatbots are the same. Depending on what you need, you might choose one of the following:

Rule-Based Chatbots

These bots stick to a script, handling simple, straightforward tasks like scheduling appointments or answering FAQs. They’re reliable but might not be the best at handling unexpected or complex questions.

Example: Think of a hair salon that uses a rule-based chatbot to confirm appointments. The bot might say, “Reply ‘1’ to confirm, ‘2’ to reschedule.” Quick and simple.

AI-Powered Chatbots

These are the more advanced chatbots that use machine learning to understand and respond to a wider range of questions. They can handle more complex interactions and get better over time as they learn from each conversation.

Example: An AI SMS chatbot for an online store could help customers track their orders, process returns, or even suggest products based on previous purchases.

Hybrid Chatbots

These combine the best of both worlds—rule-based scripts for routine tasks and AI smarts for the trickier stuff.

Example: A real estate agency might use a hybrid SMS chatbot to answer basic questions about property listings while also offering personalized recommendations based on a client’s preferences.

Key Features to Look for in an SMS Chatbot

When picking an SMS chatbot, it’s important to choose one that actually matches your business needs. You can’t afford to waste time playing around with a bunch of options. Here are some key features to keep in mind:

1. Natural Language Processing (NLP): This tech helps chatbots understand and respond to human language in a natural way. It’s what makes your chatbot sound less like a robot and more like a real person.
   
   Example: A pizza place uses NLP in its chatbot to take orders via text. A customer might type, “I’d like a large pepperoni pizza with extra cheese,” and the bot processes the order just like a human would.

2. Seamless Integration with Your Systems: Make sure the chatbot can connect with your existing systems, like your CRM or inventory management tools. This way, it can pull up relevant data to personalize customer interactions.
   
   Example: An online boutique’s SMS chatbot might connect with its inventory system to check if a popular dress is in stock before confirming an order.

3. Analytics and Reporting: To really make the most of your chatbot, you’ll want to track how it’s performing. Look for one that offers analytics so you can see what’s working and where there’s room for improvement.
   
   Example: A gym might use SMS chatbot analytics to see when members are most likely to book classes, helping them better optimize their schedule.

How to Implement an SMS Chatbot in Your Small Business

Ready to bring an SMS chatbot into your business? Here’s how to get started:

Step 1: Set Your Goals

First, figure out what you want your chatbot to do. Are you looking to improve customer service, increase sales, or streamline bookings? Knowing your goals will help you design the right chatbot.

Also see: Live Chat for Sales

Step 2: Pick the Right Platform

Look for an SMS chatbot platform that offers the features you need, like NLP, integrations, and analytics. Some platforms, like Broadly’s web chat, are designed specifically for small businesses and offer a range of tools to help you get started.

Step 3: Design the Conversation Flow

Think about the typical customer journey and map out how the chatbot should respond at each step. Keep it simple and user-friendly to ensure a smooth experience.

Step 4: Make It On-Brand and Engaging

Your chatbot should sound like you, whether that’s casual and fun or professional and straightforward. Write responses that feel true to your brand and engage your customers.

Step 5: Test It Out

Before going live, run some tests to make sure everything works as expected. The more the better. Get feedback from early users and tweak the bot as needed.

Step 6: Launch and Monitor

Once your SMS chatbot is up and running, keep an eye on its performance. Use analytics to see how customers are interacting with it. If you notice something seems not living up to expectations, it might be time to make some changes.

Best Practices for SMS Chatbot Success

Here are some best practices to ensure your SMS chatbot is a hit:

Keep It Short and Sweet

When it comes to text messages, less is more. Keep your bot’s responses clear and to the point.

Tip: Use bullet points, numbered lists, or a link to a resource when you need to share more info—it helps keep things organized and easy to follow.

Personalize When You Can

Personalization can go a long way in making customers feel valued. Whether it’s using their name or remembering past interactions, these small touches can make a big difference.

Example: A local coffee shop’s SMS chatbot might greet customers with a friendly, “Welcome [Name]! Here’s a 10% discount off any pastry during your next visit.”

Offer a Human Touch

Sometimes, customers just need to talk to a real person. Make sure your chatbot can easily hand off the conversation to a human when needed.

Tip: Include a simple option like “Type ‘agent’ to speak with a real person” in your chatbot’s menu.

Respect Privacy

Always get consent before sending messages, and make it easy for customers to opt-out if they choose. Following privacy regulations is important, and it also helps build trust with your customers.

Keep Evolving

Don’t set it and forget it. Regularly update your chatbot’s content and capabilities to keep it fresh and relevant. The last thing you want is for your chatbot to share inaccurate information or confuse clients.

Use the Data

The insights you glean from your chatbot’s interactions can be valuable for your business. Use the data to understand your customers better and make more informed decisions.

SMS Chatbot Use Cases for Small Businesses

Here are some specific ways small businesses right now are using SMS chatbots to their advantage:

1. Appointment Booking: A spa could use an SMS chatbot to handle bookings and send reminders, cutting down on no-shows and keeping the schedule full.
2. Customer Support: A local mechanic might use a chatbot to answer common questions like “What time do you open?” or “How much for an oil change?”
3. Order Tracking: An online clothing store’s chatbot could keep customers updated on their order status, reducing the need for follow-up calls or emails.
4. Promotions: A neighborhood bakery could send out weekly specials via text, driving more foot traffic during slow days.
5. Feedback and Surveys: A yoga studio could use an SMS chatbot to send a quick survey after a class, gathering valuable feedback to improve the experience.
6. Lead Generation: A realtor could use a live chat for leads to gather information from potential buyers and schedule property viewings.

Overcoming Common SMS Chatbot Challenges

While SMS chatbots are quite impressive, nothing is foolproof and mistakes will happen. Let’s dive into how you can turn these hurdles into opportunities:

Managing Customer Expectations

Challenge: Customers have sky-high expectations for instant, perfect responses, which, frankly, is a bit unrealistic.

Practical Solutions:

• Set the Stage: From the get-go, let customers know what your chatbot can and can’t do. A friendly welcome message can set the right expectations.
• Seamless Escalation: If the chatbot hits a wall, make sure it can quickly hand off to a human for those tricky queries.
• Keep Them in the Loop: Regular updates about what’s new with the chatbot can keep frustration at bay.

Pro Tip: Clear expectations from the start can turn potential frustrations into positive experiences.

Handling Complex Queries

Challenge: When things get complicated, chatbots might need a little extra help to keep up.

Practical Solutions:

• Know When to Pass the Baton: Design your chatbot to recognize when it’s out of its depth and smoothly pass the conversation to a human agent.
• Train Hard, Play Hard: Regularly update your chatbot’s training to tackle more complex questions over time.
• Guide Them Through: Provide clear instructions for users to give detailed information if needed.

Did you know? Broadly’s AI-powered web chat is constantly learning, so it gets better at handling complex queries with each interaction.

Maintaining a Consistent Brand Voice

Challenge: Keeping your brand’s voice consistent across every chatbot interaction can be tricky.

Practical Solutions:

• Create a Playbook: Develop a style guide for your chatbot so it speaks in your brand’s unique voice.
• Audit Regularly: Check in on SMS chatbot conversations periodically to ensure they’re staying on-brand.
• Update as You Go: Refresh your chatbot’s language models to keep up with any changes in your brand’s messaging.

Ensuring Data Security and Compliance

Challenge: Keeping customer data safe and meeting all regulations is a must—but it can be a daunting undertaking.

Practical Solutions:

• Lock It Down: Use top-notch encryption and secure storage to protect customer data.
• Stay in the Know: Keep up with regulations like GDPR and CCPA to ensure your chatbot is always compliant.
• Audit and Fortify: Regular security checks can help spot and fix any potential vulnerabilities.

Is your SMS chatbot secure? Broadly’s web chat service solutions come with built-in security features to keep your data safe and your business compliant.

Balancing Automation with Human Touch

Challenge: Finding the sweet spot between automation and a personal touch can be a tightrope walk.

Practical Solutions:

• Mix It Up: Use automated responses for routine queries and save human interaction for more complex or sensitive issues.
• Personalize When Possible: Program your chatbot to recognize when a personal touch is needed and pass the conversation to a human when appropriate.
• Watch and Adjust: Regularly review how your chatbot is balancing handoff to ensure it’s hitting the mark.

Also see: How to Get Started in Automation for Small Business (and Why)

Future Trends in SMS Chatbots

The world of SMS chatbots is buzzing with exciting developments. Here’s what’s on the horizon:

Integration with Voice Assistants

Trend: Chatbots are starting to integrate with voice assistants like Alexa and Google Assistant.

Impact on Small Businesses: This means your customers could soon interact with your chatbot using voice commands, making their experience even more convenient.

Enhanced AI and Machine Learning Capabilities

Trend: AI and machine learning are leveling up, making chatbots smarter than ever.

Impact on Small Businesses: Don’t rule out the use of SMS chatbots just because of a few hiccups along the way. Expect your chatbot to get better at understanding and responding to complex queries the more you utilize it.

Pro Tip: Something new and exciting is always happening in the world of AI, so keep an eye on these advancements to ensure your chatbot is leveraging the latest technology.

Increased Personalization

Trend: Chatbots are getting more personal, using data to tailor responses to individual users.

Impact on Small Businesses: This will allow for more engaging and relevant interactions, boosting customer satisfaction and loyalty.

Pro Tip: Use customer data to personalize your chatbot’s responses and make each interaction feel unique.

Omnichannel Integration

Trend: Chatbots are spreading their wings to integrate across multiple channels, from SMS to social media.

Impact on Small Businesses: A unified customer experience across different platforms means smoother interactions and better service.

Pro Tip: Explore how omnichannel integration can help you connect with customers more effectively across various touchpoints.

Predictive Customer Service

Trend: Predictive analytics will enable chatbots to anticipate and address customer needs before they even emerge.

Impact on Small Businesses: This could lead to more proactive service, reducing customer frustration and improving their perception of your business.

To stay ahead of the curve, we recommend keeping up with these trends and adapting your chatbot strategy to future-proof your small business.

Better Results Start with Broadly

SMS chatbots aren’t just a nice-to-have—they’re becoming essential for small businesses that want to deliver experiences that set them apart.

By offering instant, personalized communication, chatbots can help you build stronger relationships with your customers, save time, and grow. Whether you’re just getting started or looking to take things to the next level, an AI SMS chatbot could be just what you need to unlock your business’s full potential.

Ready to see how an SMS chatbot can work for your small business? We’re here to help. Get in touch with us today to learn more about our chatbot solutions designed with small businesses in mind.

The post How SMS Chatbots Can Transform Your Small Business appeared first on Broadly.

And guess what? You don’t need to be a tech wizard to create one for your business. In fact, by the end of this blog, you’ll know how to create a chatbot that’s a perfect fit for your small business—no coding required.

Let’s get started!

What Exactly is a Chatbot?

Let’s start with the basics. A chatbot is a lot like a virtual assistant. It’s an automation for small businesses that communicate with your customers, answering their questions, helping them find what they need, and even guiding them through purchases. There are two main types of chatbots: rule-based and AI-driven.

Let’s break them down.

Rule-Based Chatbots

Rule-based chatbots are like following a recipe. They operate based on predefined scripts and specific rules, similar to a “Choose Your Own Adventure” game. Users interact by selecting from a list of options, and the chatbot responds according to these pre-set rules. 

Pros and Cons: This makes rule-based chatbots straightforward to set up, but they can struggle with unexpected questions or complex interactions because they can only work within the limits of their programmed responses.

AI-Driven Chatbots

On the other hand, AI-driven chatbots are more like having a conversation with a knowledgeable guide. They use Natural Language Processing (NLP) to understand and interpret user inputs in a more nuanced and conversational manner. This allows them to handle a broader range of questions and provide more personalized responses. 

Pros and Cons: While they are more flexible and can improve over time by learning from interactions, they can be more complex to implement and require ongoing adjustments to refine their accuracy.

To sum things up, rule-based chatbots are incredibly simple to set up, reliable, and easy to manage for specific tasks. Local AI chatbots, on the other hand, offer a more dynamic and adaptable experience that has the potential to enhance user engagement and satisfaction. 

Why Should You Care About Chatbots?

To truly understand why your business needs one, it’s important to explore how it can improve multiple facets of your business. Let’s touch on some of the bigger ones:

Enhanced Customer Support

Chatbots are capable of being customer service reps, working around the clock to support patrons for your business. Whether it’s midnight or the middle of a busy day, they’re always ready to jump in and help. This means your customers aren’t left hanging when they have a question, which can make them much happier (and more likely to come back or buy something). 

What if we told you a customer care chatbot could also answer the mind-numbing inquiries that always make you feel like a broken record? 

For example, say you run a local bakery. A chatbot can answer common questions like, “What time do you open?” or “Do you have gluten-free options?” Plus, since chatbots can handle multiple chats at once, you can reduce the time your human team needs to spend answering the same questions over and over again.

Increased Sales and Engagement

Chatbots can also be the ace up your sleeve for increased sales. If you own a small online store, a chatbot can recommend products based on what customers are browsing, help them find the right size, and even remind them about items left in their cart. 

When it comes to sales, these small nudges can make a big difference.

Pro Tip: Time is of the essence when it comes to making money. Implementing live chat for leads can significantly increase your conversion rates by allowing you to capture and nurture potential customers. Businesses that utilize live chat for sales often see a boost in revenue as it enables instant responses to customer inquiries, helping close deals faster.

Improved User Experience

Have you ever been on a website and felt completely lost? Chances are, if you couldn’t find what you were looking for you exited that site real quick. Your potential customers are doing the same thing.

The great thing about chatbots is that they make your site more interactive and easier to navigate. They’re especially handy on mobile devices where browsing can sometimes be tricky. By offering instant answers to questions, chatbots ensure your visitors find what they’re looking for quickly and easily.

Let’s say a customer is on your website looking for a service you offer. Instead of searching through menus, they can ask the chatbot, “What is your return policy?” and the chatbot can either respond with the details or provide them with a link to the return policy page.

It’s that easy!

Data Collection and Insights

Chatbots aren’t just about helping your customers—they can help you too. Every interaction is an opportunity to learn more about what your customers want. For example, if your chatbot is frequently asked about a product you don’t carry, that’s a clue you might want to stock it.

You can also track how customers interact with your chatbot, giving you insights into what’s working well and what might need tweaking. Over time, this data helps you refine your approach and better meet your customers’ needs.

Must Read: Discover 5 reasons why you need to adopt a team chat app quickly to keep your team connected, improve collaboration, and enhance overall productivity.

7 Simple Steps to Create a Chatbot

It’s time to put things in motion. Here’s a step-by-step guide to creating a chatbot that’s just right for your business.

1. Identify the Purpose of Your Chatbot

First things first—what do you want your chatbot to do? Is it for answering customer questions, helping with sales, or maybe collecting leads? Being crystal clear on its purpose will help you design a chatbot that truly meets your needs.

For example, if you run a hair salon, your chatbot might focus on scheduling appointments and answering questions about services. Knowing this upfront will guide the rest of the process.

2. Choose the Right Platform

Next, you’ll need to choose a platform to build your chatbot. The good news is there are plenty of no-code platforms out there that make it easy to get started. Broadly’s AI-powered web chat tool is a fantastic option designed specifically for small businesses. It’s user-friendly and plays nice with the rest of your existing systems, so you can get up and running quickly.

Setting up a chatbot varies from platform to platform, but they are fairly similar in their execution. Here’s how to add our web chat to your website:

How to Install the Web Chat Widget on Your Website

After setting up Inbox, go to Settings > Inbox Settings > Web Chat Configuration to get your web chat widget ready.

Next, simply copy the installation code provided and paste it into the <head> section of your website, right before the </head> tag. This will make sure your web chat is visible on every page of your site.

3. Design the Chatbot Conversation Flow

Now comes the fun part—designing your chatbot’s conversation flow. Think of this as mapping out a conversation between your chatbot and a customer. 

Consider things like: 

• What are the key questions your customers might ask? 
• How should your chatbot respond?

For example, if your chatbot is for an online clothing store, you might map out a conversation that goes something like this:

Customer: “Do you have any summer dresses?”

Chatbot: “Yes, we do! Would you like to see our new arrivals, or are you looking for something specific?”

Customer: “I’m interested in seeing new arrivals.”

Chatbot: “Great choice! Here are some of our latest summer dresses. [Displays a carousel of images with links to the product pages.] Would you like more details on any of these?”

Customer: “Can you show me the second one in blue?”

Chatbot: “Certainly! The blue summer dress you selected is made of lightweight cotton and features a flattering A-line cut. It’s available in sizes S, M, and L. Would you like to add it to your cart, or would you like to check the size guide?”

Customer: “I’d like to see the size guide.”

Chatbot: “Sure! Here’s the size guide for this dress. [Displays size guide.] Let me know if you’d like to add the dress to your cart or if you have any other questions.”

Customer: “I’ll add the medium to my cart.”

Chatbot: “Done! The blue summer dress in a size medium has been added to your cart. Is there anything else you’re looking for today? Maybe a pair of sandals to match?”

Customer: “What do you recommend?”

Chatbot: “We have some great sandals that would go perfectly with that dress. Here are a few options. [Displays a selection of sandals.] Would you like to add one of these to your cart?”

Customer: “I’ll take the first pair.”

Chatbot: “Fantastic choice! The sandals have been added to your cart as well. Would you like to proceed to checkout or continue shopping?”

Customer: “I’m ready to checkout.”

Chatbot: “Great! Let’s get you checked out. Here’s a summary of your cart: [Displays cart summary.] You can complete your purchase by clicking the ‘Checkout’ button below. Thank you for shopping with us!”

Using a visual editor, you can easily map out these interactions, ensuring your chatbot guides customers smoothly through the conversation.

4. Test Your Chatbot

Before you launch, it’s a good idea to test your chatbot to make sure everything works as expected. Try simulating different conversations to see how the chatbot responds. This testing phase helps catch any glitches or awkward responses, so your customers have a seamless experience.

Also, don’t be afraid to enlist the help of your team, or even family or friends to test it out. This way, your chatbot can be better prepared to respond to a variety of demographics and types of questions.

5. Train Your Chatbot

If your chatbot is AI-driven, you’ll need to train it to understand and respond to different types of queries. This involves feeding it with phrases and questions that customers might use. The more you train your chatbot, the better it will become at handling real-life conversations.

For example, if a lot of your customers ask about delivery times, make sure your chatbot is equipped to answer those questions accurately.

6. Collect User Feedback

Once your chatbot is live, it’s important to gather feedback from users. This could be as simple as asking customers to rate their experience from 1 to 10 after chatting with the bot. Their feedback will give you valuable insights into how well the chatbot is working and where it might need tweaks.

Pro Tip: Setting performance goals for your chatbot can help you plan and shoot for realistic milestones. For example, you could have a goal to reach a 7/10 average satisfaction rating in the first 30 days, and 8/10 in the first 60 days. 

7. Monitor and Optimize

Even after your chatbot is up and running, your work isn’t done. Keep an eye on its performance by reviewing chatbot analytics. Are users dropping off at certain points? Is there a common question the chatbot isn’t handling well? Use this data to make regular improvements to your chatbot model.

Imagine you’ve set up a chatbot for a local bakery that helps customers place orders online. After a few weeks of running, you check the chatbot analytics and notice something interesting: a significant number of users are abandoning the chat right after they ask about custom cake orders. 

You dive deeper into the data and discover that the chatbot isn’t providing clear instructions on how to place custom orders.

To fix this, you update the chatbot’s conversation flow. Now, when a customer inquires about custom cakes, the chatbot responds with detailed steps, including options to choose flavors, fillings, and decorations, and even offers a link to upload a design or photo for inspiration.

You continue to monitor the chatbot’s performance and see an immediate improvement—more customers are completing the process, and custom cake orders start rolling in. 

By regularly reviewing the chatbot’s analytics and making data-driven adjustments, you’ve turned a weak point into a strong customer service feature, ultimately increasing your bakery’s sales.

Bonus: Integrating Chatbots with Your Marketing

Chatbots can do more than just answer questions—they can also be integrated into your digital marketing automation efforts. For instance, you can use your chatbot to promote special offers, collect email addresses for your newsletter, or even direct users to specific landing pages.

For example, a chatbot on a real estate website might ask, “Are you looking to buy or rent?” and then guide users to the relevant listings or resources, making the experience more personalized and engaging.

Real-World Success Stories

To wrap things up, let’s look at some real-world examples of businesses that have successfully implemented chatbots:

Domino’s Pizza

Domino’s is a popular global pizza chain and a few years back made it even easier to order their famous pies from your preferred platform or device. This includes: 

• Google Assistant
• Amazon Alexa
• Facebook Messenger
• SMS

With just a quick message (or in the case of SMS, typing the word “pizza” or using the pizza emoji), you could quickly order your favorite pizza in seconds. 

(Source, ChatbotGuide)

Uber

Uber’s One-Click Chat makes communication between drivers and passengers safer and easier. Instead of typing while driving, which is dangerous, drivers can now respond to messages with a single click (Medium). Here’s how it works:

• When a passenger sends a message, Uber’s system analyzes the text and figures out what the passenger is asking.
• The system then suggests four quick replies that the driver can choose from with just one click.

This feature helps Uber drivers focus on the road while still staying in touch with passengers, making the ride safer for everyone.

These examples show how chatbots can be used in a variety of ways for better customer service without sacrificing service quality or safety. Integrating a web chat solution into your website is a great way to enhance customer interaction, ensuring you never miss an opportunity to engage with potential clients.

Better Communication Starts with Broadly

At the end of the day, it’s important to understand why customer service chat matters in business, especially when it comes to providing support and building lasting relationships with your customers. And fortunately, learning how to create a chatbot for your business doesn’t have to be a headache. 

With the right tools and a clear plan, you can have a chatbot up and running in no time, ready to improve customer service, drive sales, and give you valuable insights into your customers.

So why wait? Make relationships that last with Broadly’s powerful web chat solution. Test drive a demo today.

The post How to Create a Chatbot for Your Business Without Any Code! appeared first on Broadly.

These digital helpers are flipping the script on how businesses interact with their customers—and it’s paying off, making things smoother, faster, and more efficient.

In this blog, we’re going to explore what customer care chatbots are, why they’re becoming a must-have for businesses, and how you can get started in minutes. Whether you’re a small business owner or just curious about automation for small businesses, we’ve got you covered.

Let’s take a look under the hood.

What Are Customer Care Chatbots?

Let’s start with the basics: What exactly is a customer care chatbot? 

Essentially, a customer care chatbot is a software application that can simulate human conversation through text or voice. It’s a virtual assistant that can talk with your customers, answer their questions, and even guide them through processes like making a purchase or booking an appointment.

So, what do customer care chatbots look like? Take a gander:

If you’ve ever visited a small business website and a little window popped up asking if you needed help, that’s probably a living breathing chatbot in the wild. 

These chatbots are programmed to respond to common customer questions, like “What are your business hours?” or “How can I track my order?” They can also handle multiple conversations at once, which means your customers get the help they need without getting stuck waiting in line.

Why Are Chatbots Important in Modern Customer Service?

Customer service is evolving, and chatbots are leading the charge. Here are some stats to put things into perspective:

• Global consumer retail spending via chatbots is expected to reach $142 billion in 2024 (EMarketer).
• 40% of global users prefer chatbots over virtual agents (Master of Code).
• 40% of Americans have used retail digital assistants to buy something (Statista).
• 47% of consumers are open to making purchases using bots (MarketingDive), and 71% of Gen Z buyers actively seek products through chatbots (vpnAlert).

Today’s customers expect quick, convenient support, and that’s exactly what chatbots provide. Here’s why they’re becoming a business staple:

24/7 Availability

Unlike human staff, chatbots don’t need sleep. They can be available round the clock, helping customers whenever they need it—whether it’s dawn or dusk. 

This is a big deal for businesses that want to provide continuous support, especially if you have multiple locations in different time zones or offer round-the-clock care like an after-hours dental clinic, emergency plumbing, or towing services.

Instant Responses

Let’s face it—nobody likes waiting around, and would rather go elsewhere to find the answers they need. This means you could be losing business and not even know it.

The great thing about chatbots is that they can respond to customer queries instantly, cutting down wait times and keeping your customers happy. 

For instance, if a customer wants to know if a product is in stock, the chatbot can review your real-time inventory on the website and provide that information right away, rather than making them wait for a human to get back to them.

Want to turn more visitors into leads? Read our blog to learn how live chat for leads can help you better engage potential customers and get them to convert.

Cost-Effective

Hiring and training a large customer service team can be expensive, and that’s money you just don’t have right now. Chatbots can handle a significant portion of customer inquiries, which means you can do more with a smaller team of human agents. 

This not only saves money but also frees up your human staff to handle more complex issues that require a personal touch.

Pro Tip: Looking to enhance team communication? Adopting a team chat app can greatly boost productivity and streamline your internal processes.

Scalability

As your business grows, so too the number of customer interactions. Chatbots can easily scale to handle increased volumes without needing additional backend resources. Whether you’re dealing with 10 or 1,000 inquiries a day, a chatbot can keep up.

Enhanced Customer Interactions

Chatbots can do more than just answer questions—they can personalize interactions based on customer data. For example, if a customer keeps buying a certain type of product, the chatbot can suggest similar items to them, making the shopping experience more relevant to their interests and, as a result, more enjoyable.

If you’re still wondering about the benefits of chat services, our detailed guide on what a chat service is and why your business needs one provides all the insights you need.

Types of Customer Care Chatbots

Not all chatbots are created equal. There are several types of customer care chatbots out there, each with its own strengths and weaknesses. The main two include rule-based chatbots and AI-powered chatbots. 

Here’s a breakdown of how they differ:

From there, we can segment them even further. Let’s take a look:

Rule-Based Chatbots

These are the simplest types of chatbots to set up and manage. They follow pre-set rules and scripts to respond to customer queries. For example, if a customer asks, “What is your return policy?” the chatbot will pull up the relevant information from its script. 

They’re great for handling straightforward questions but can struggle with more complex inquiries.

AI-Powered Chatbots

These customer care chatbots are a bit more sophisticated. Powered by Artificial Intelligence (AI) and Machine Learning (ML), they can learn from previous interactions and provide more nuanced responses to complicated situations. 

For instance, if a customer has a specific question about a product, an AI-powered chatbot can offer a more highly tailored answer based on the data fed into it, like this example:

Hybrid Chatbots

As the name suggests, hybrid chatbots combine the two previously mentioned types of customer care chatbots, giving you the best of both worlds. 

They use rule-based scripts for simple queries but can also tap into AI for more complex interactions. This flexibility makes them a great addition for businesses that want a versatile chatbot solution that allows for pre-determined script entry and machine learning.

In fact, Broadly’s web chat is a hybrid design, allowing you to choose the level of complexity you want out of your customer care chatbot. Check out our web chat in action in this demonstration video:

Voice-Enabled Chatbots

With the rise of voice assistants like Siri and Alexa, voice-enabled chatbots are becoming more popular throughout the country. These chatbots can handle verbal commands, making them perfect for hands-free customer service. 

For example, a voice-enabled chatbot could help a customer track their order while they’re on the road, or better assist patrons who have vision problems get the information they need.

Curious about the role of chat services in modern business? Check out our blog about what a chat service is and why your business needs one to learn more about how this technology can benefit your day-to-day routine.

How to Implement Customer Care Chatbots

Now that you understand why customer service chat matters, it’s time to implement a customer care chatbot into your business. Here’s how to get started:

1. Identify Your Goals

Before diving in, think about what you want your customer care chatbot to accomplish. Do you want it to handle customer service inquiries, assist with sales, or act as a marketing tool for your small business? 

Clear goals will help you choose the right type of chatbot and set it up for success. But how do you go about defining clear goals? This template should help:

Goal Building Template:

Use this template to identify your goals for your customer care chatbot:

1. Define the primary purpose of your chatbot:

• What do you want your chatbot to accomplish?
  • Example: Handle customer service inquiries, assist with sales, provide 24/7 support, etc.

2. Set specific, measurable goals:

• Goal 1: ________________________________________________________________
  • Example: Reduce customer service inquiries by [X]% within [time frame].
• Goal 2: ________________________________________________________________
  • Example: Increase sales inquiries by [X]% through the chatbot within [time frame].
• Goal 3: ________________________________________________________________
  • Example: Improve customer satisfaction by providing 24/7 support.

3. Determine success metrics:

• How will you measure the success of your chatbot?
  • Example: Track the reduction in customer service inquiries, monitor the increase in sales inquiries, and measure customer satisfaction through feedback surveys.

4. Align your chatbot’s functionality with your goals:

• What features does your chatbot need to meet these goals?
  • Example: AI-powered responses, sales assistance, multilingual support, etc.

By clearly defining your goals, you’ll be better equipped to choose the right type of chatbot and tailor it to meet your business needs.

2. Choose the Right Chatbot Service

Not all chatbot services are the same. Look for one that fits your business needs and budget. Here’s a series of questions to help you choose the best customer care chatbot service provider for your business:

Template: Choosing the Right Customer Care Chatbot Service Provider

1. Identify Your Business Needs:

• What are the key functions you need your chatbot to perform?
  • Example: If your main goal is to automate routine customer service inquiries, you might need a rule-based chatbot that follows pre-set guidelines. On the other hand, if your business requires handling more complex, dynamic conversations, an AI-powered chatbot might be more suitable.

2. Evaluate the Service Provider’s Features:

• Does the service provider offer the specific features you need?
  • Example: Check if the provider offers multilingual support, integration with your existing systems, or the ability to personalize interactions. If 24/7 support is important for your business, ensure that the service can deliver this without additional costs.

3. Consider the Budget:

• How much are you willing to invest in a chatbot service?
  • Example: Determine your budget and compare it with the pricing models of different service providers. Some services might charge based on the number of interactions or users, while others offer flat-rate pricing. Choose a provider that offers a good balance between cost and the features you need.

4. Review Customization and Scalability Options:

• Can the chatbot be customized to fit your brand’s voice and scale with your business?
  • Example: Select a provider that allows for easy customization of your chatbot’s responses, look, and feel. Additionally, if you anticipate growth in customer interactions, ensure the service can scale without a significant increase in costs or complexity.

5. Assess the Quality of Customer Support:

• What level of support does the provider offer during and after implementation?
  • Example: Look for a provider that offers comprehensive support, including onboarding assistance, training resources, and ongoing technical support. If you run into issues, it’s important to know that help is readily available.

6. Test the Chatbot:

• Does the service offer a trial period or demo?
  • Example: Take advantage of any free trials or demos to test how the chatbot performs in real-world scenarios. This will give you a better understanding of how well the chatbot meets your needs before fully committing to a service.

7. Read Reviews and Case Studies:

• What do other businesses say about the provider?
  • Example: Look for reviews, testimonials, and case studies from businesses similar to yours. Positive feedback and successful implementations can be strong indicators of a reliable service provider.

By answering these questions, you can feel more confident you are choosing the best customer care chatbot service provider that aligns with your business needs, budget, and long-term goals.

3. Integrate with Your Existing Systems

This might sound obvious, but you really need to double-check that your chatbot is compatible with your current systems, like your website, CRM, and customer service software. This integration ensures that the chatbot has access to the information it needs to provide accurate and helpful responses.

Not sure if your systems are compatible? Don’t be afraid to contact us. At Broadly, our support team is available 24/7 to lend a hand via phone and email. 

4. Customize and Scale

Once your chatbot is up and running, take the time to customize it to fit your brand’s voice and tone. As your business grows, you can scale up your chatbot’s capabilities to handle more interactions and provide even better service.

Customizing Your Chatbot 

Want your brand to have a friendly, approachable tone that resonates with customers? To align your chatbot with this voice, you could customize its greeting to say, “Hey there! How can I help you today?” instead of a more formal “Hello, how may I assist you?” 

By personalizing the language you use, you ensure that your customers feel the same warmth and friendliness they’d expect from interacting with a human rep.

You can also tailor responses to reflect your brand’s unique personality. For instance, if you run a fitness business, your chatbot could respond to inquiries with a bit of motivation, like, “You’ve got this! Let me help you find what you need to crush your goals today.”

Scaling Your Chatbot

As your business expands, so too should your chatbot’s capabilities. 

Let’s say your customers double, and you start receiving more inquiries than you know what to do with. To keep up with the demand, you might scale your chatbot by integrating it with a more advanced AI system. This upgrade would allow the chatbot to handle a broader range of questions and provide quicker, more accurate responses.

Additionally, if you begin offering services in multiple languages, you can improve your chatbot by incorporating multilingual support. This ensures that your growing, diverse customer base can interact with your chatbot in their preferred language, enhancing their overall experience.

Learn more here: How to create a chatbot.

Broadly: The Only Customer Care Chatbot You Need

Customer care chatbots are no longer a far-away fantasy—they’re here, and they’re changing the tide for businesses of all sizes. From providing 24/7 support to enhancing customer interactions, chatbots offer a wide range of perks that can make serving your customers just that much easier.

If you’re ready to explore how chatbots can help your business, why not take a closer look at Broadly’s AI-powered web chat? Designed with small businesses in mind, get a free demo and see the difference our chatbot can make in your customer service.

The post Customer Care Chatbots: Benefits, Types, and More appeared first on Broadly.

If you’re tired of juggling customer inquiries, learn how the right chatbot can lighten your load. Our latest blog dives into the 6 must-know types of chatbots that can help you engage customers faster, drive sales, and keep your business running smoothly 24/7.

Curious about which one’s right for you? Continue reading to find out!

What is a Chatbot?

What is a chatbot service and why does your business need one? At its core, a chatbot is an automated software program designed to simulate human conversation. These virtual assistants can interact with users through text, voice, or even video, making them a versatile tool for businesses of all sizes. 

The primary function of a chatbot is to facilitate communication between a business and its customers, whether it’s answering frequently asked questions, assisting with transactions, or acting as a live chat for leads. 

Chatbots are typically categorized into two main types: 

• Rule-Based
• AI-powered

Understanding the difference between these two will be the key to selecting the right chatbot for your business. Let’s quickly compare and contrast the two, shall we?

Rule-Based Chatbots

Rule-based chatbots operate on predefined rules and scripts. They are programmed to respond to specific commands or keywords, making them ideal for handling straightforward queries. 

For instance, a rule-based chatbot might be used to answer common questions like “What are your store hours?” or “Where is my order?” Because they follow a set script, rule-based chatbots are limited in their ability to handle complex queries. Still, they are incredibly efficient for repetitive tasks—so don’t rule them out entirely.

AI-powered chatbots

AI-powered chatbots, on the other hand, are far more advanced. These chatbots use tech like Natural Language Processing (NLP) and machine learning to understand and respond to more complex queries. 

Unlike rule-based chatbots, AI-powered chatbots can learn from previous interactions, allowing them to provide more accurate and personalized responses over time. This makes them ideal for businesses that want to offer a more human-like interaction experience, especially when dealing with a diverse range of customer needs.

Now that we got that out of the way, let’s take a look at your options.

6 Types of Chatbots You Should Know

To make the most out of a chatbot for your website, it’s important to understand the different types of chatbots available and how they can be applied in various business scenarios. 

Here’s a detailed overview of the six key types of chatbots out there:

1. Rule-Based Chatbots

As we mentioned before, rule-based chatbots are the simplest and most straightforward type of chatbot. They operate based on a set of predefined rules and scripts, which makes them highly reliable for handling specific tasks.

 These chatbots are ideal for businesses that need a simple solution for managing common customer queries. 

For example, a retail store might use a rule-based chatbot to answer questions about store hours, return policies, or product availability. While they are limited in their ability to handle complex interactions, their simplicity makes them extremely easy to set up and maintain.

2. AI-Powered Chatbots

AI-powered chatbots kind of take things up a notch in terms of sophistication. Unlike rule-based chatbots, which are restricted to predefined scripts, AI-powered chatbots can understand and respond to more complex queries. 

Like we mentioned previously, they use Natural Language Processing (NLP) to interpret the user’s intent and machine learning to improve their responses over time. This makes AI-powered chatbots ideal for businesses that want to offer a more dynamic and personalized customer experience. 

For example, an AI-powered chatbot could be used in a customer service setting to assist with troubleshooting or to provide tailored product recommendations based on the user’s previous interactions with the website.

Also see: Why Customer Service Chat Matters in Business

3. Hybrid Chatbots

Hybrid chatbots combine the best of both worlds, offering the reliability of rule-based systems with the adaptability of AI-powered chatbots. What’s not to love?

These chatbots can handle routine inquiries using predefined rules, while more complex issues are escalated to AI-driven responses. This flexibility makes hybrid chatbots an excellent choice for businesses that want to offer a comprehensive customer support solution. 

For instance, a hybrid chatbot could be used in an e-commerce setting to guide customers through the purchasing process while also providing personalized recommendations based on their browsing history.

4. Voice-Enabled Chatbots

Voice-enabled chatbots are becoming increasingly popular, especially with the rise of smart speakers and virtual assistants like Amazon Alexa and Google Assistant. 

What sets these types of chatbots apart is that they use voice recognition technology to interact with customers through spoken language, offering a hands-free experience. Voice-enabled chatbots are particularly useful in industries where customers may need to interact with the chatbot while multitasking, such as in customer service, automotive, or healthcare settings.

A popular use case that is showing up across the U.S. is taking orders at a drive-thru. Something we have seen crop up at fast food chains like Wendy’s and McDonalds.

(Source, CNBC)

5. Contextual Chatbots

Contextual chatbots take AI-powered chatbots a step further by remembering past interactions and using that information to provide more personalized responses. 

These chatbots are capable of understanding the context of a conversation, which allows them to offer more relevant and tailored responses. This makes contextual chatbots such as customer care chatbots ideal for businesses that want to offer a highly personalized customer experience. 

For instance, a contextual chatbot could be used in a financial services setting to provide investment advice based on the user’s previous inquiries and financial goals. 

6. Menu-Based Chatbots

Menu-based chatbots, also known as button-based or guided chatbots, are designed to guide users through a series of options. These chatbots are particularly useful in e-commerce settings where customers need help navigating product categories or services. 

By presenting users with a structured set of options, menu-based chatbots make it easy for customers to find the information they need. 

For example, Walmart currently uses menu-based chatbots to fulfill refunds or return requests on grocery orders (Walmart). Refunds on products that never arrived or are damaged, can be completed by requesting a refund from your most recent order. A chatbot widget will appear, select the product in question and follow the prompts given to secure your refund. All this can be done within seconds, without the need to speak to customer service.

Comparing Rule-Based and AI Chatbots

Choosing between a rule-based and AI-powered chatbot depends on your business needs and objectives. To help you make an informed decision, here’s a quick comparison of the two:

Rule-based chatbots are best suited for businesses with straightforward customer interactions, where the focus is on efficiency and reliability. 

AI-powered chatbots, on the other hand, are ideal for businesses that want to offer a more personalized and adaptable customer experience, especially in situations where customer queries are often more diverse and complex.

Business Applications of Chatbots

Chatbots have a wide range of applications across different business functions. Here are some key areas where they can be particularly beneficial:

1. Customer Support

In customer support, chatbots can provide 24/7 assistance, answering common questions and resolving issues now, not later. This not only enhances customer satisfaction but also reduces the workload on your human talent. 

For example, a chatbot could be used to handle basic inquiries about order status, shipping information, or return policies, freeing up customer support agents to focus on issues that require human intervention.

2. Marketing and Sales

Chatbots can play a big role in marketing and sales by engaging with potential customers, guiding them through the sales funnel, and even completing transactions. 

For instance, a chatbot on an e-commerce website could help customers find products, answer questions about pricing, and assist with the checkout process. Additionally, chatbots can collect valuable customer data for your business, which can be used to improve future marketing efforts.

3. HR Automation

Human Resources departments can benefit greatly from chatbots by automating tasks such as onboarding, answering employee queries, and even scheduling interviews. 

This not only saves time but also ensures that employees receive consistent and accurate information. 

For example, a chatbot could be used to guide new employees through the onboarding process, providing them with information about company policies, benefits, and training schedule reminders.

4. IT Service Management (ITSM) Automation

In IT service management, chatbots can handle common support requests, such as password resets, software troubleshooting, or network issues. By automating these routine tasks, IT staff can better focus on more complicated issues and invest more time in strategic initiatives. 

Choosing the Right Chatbot for Your Business

Selecting the right chatbot for your business depends on a few factors. Here are some things to consider:

• Business Objectives: Clearly define what you want to achieve with a chatbot. Whether it’s improving customer support, boosting sales, or automating internal processes, your goals will guide your choice.
• Integration Ease: Consider how easily the chatbot can integrate with your existing systems, such as your CRM, website, or customer support platform.
• Budget: Evaluate the costs and labor associated with implementing and maintaining the chatbot. Rule-based chatbots are generally more cost-effective, while AI-powered chatbots may require a larger investment.

By choosing the right chatbot for your needs, you can open doors to new opportunities for efficiency and improved customer satisfaction.

Let’s be honest, managing customer inquiries is no cakewalk, especially when you’re juggling so many tasks. Broadly’s hybrid web chat can help by combining the ease of rule-based chatbots with the power of AI. You get to decide how it works best for your business, so you can stay on top of customer engagement without feeling swamped.

Check out a real-world example of our web chat in action in this demonstration video:

How to Implement Chatbots with Broadly

Implementing a chatbot can seem daunting, but with the right tools and guidance, it can be an easy and straightforward process—no coding experience required!

Whether you’re looking to improve customer support, increase sales, or automate internal processes, chatbots like Broadly’s AI-assisted web chat and Inbox functionality can help you better achieve your goals. 

Here’s how to add our web chat to your website:

How to Install the Web Chat Widget on Your Website

Once you’ve got Inbox up and running, head over to Settings > Inbox Settings > Web Chat Configuration to set up your web chat widget. 

When you’ve done that, you can just copy and paste the install code that appears into the <head> element of your website just before the </head> tag, and you’re good to go. This will ensure that your web chat will be visible on all pages of your website.

And if you’ve got multiple sites, feel free to add the chat widget to all of them!

Learn more here: How to create a chatbot.

Land More Leads with Broadly’s Web Chat

Chatbots are more than just a novelty—they’re a strategic tool that can greatly improve your business, not only in terms of workflow and customer service but also in sales. By understanding the different types of chatbots and their applications, you can choose the one that best fits your needs and start reaping the benefits.

Ready to get started? Schedule a demo with one of our experts to learn how to integrate chatbots into your business strategy.

The post 6 Key Types of Chatbots for Transforming Customer Engagement appeared first on Broadly.

That’s right, this nifty feature helps improve customer interaction with your business and carries the potential to boost satisfaction and loyalty because folks can trust you to be there when they need you. At the end of the day, people want quick answers, and a web chat service delivers just that. 

So, what is a web chat service and why do you need one? Let’s dive into why this cool tool is a must-have for your small business.

What is a Web Chat Service?

A web chat service is like having a friendly and professional salesperson or receptionist available 24/7 on your website. It’s an online tool that lets you chat with visitors live, answering their questions and helping them make decisions without needing a human to help out. 

Popular examples include LiveChat, Tawk.to, and Broadly’s own web chat feature.

Here’s a quick peek:

Key Benefits of Web Chat Service for Local Businesses

Instant Customer Support

There is nothing more frustrating than being left hanging, except, perhaps, being left unread completely. 

Imagine, for a second, a potential customer browsing your website late at night, unsure about a product you offer. With web chat, they can ask questions and get real-time answers in seconds. This immediate support can make a really big difference between a sale and a missed opportunity. 

No more clogged inboxes or voicemails to sort through—just quick, helpful answers when they need them. It’s a good call to implement a web chat service so you can be there for your customers when they need you most.

Did you know? Broadly’s web chat can respond in multiple languages, schedule appointments, and even capture lead information. This can prove useful if you do business in a diverse local community (and may even make you the go-to over the competition).

Enhanced Customer Engagement

Web chat service creates a direct line of communication between you and your website visitors. This personal touch helps build stronger relationships with your prospects, helping a cold lead warm up to doing business with you. 

For example, a small bookstore can use web chat to recommend books based on a customer’s visitor history. This kind of personalized touch makes your customers feel valued and more connected to your business and offerings because you are not pushing things at them that they are not interested in.

Increased Sales and Conversions

There is nothing more deflating than seeing a customer fall off before making a sale. Having real-time support during the purchase process can greatly reduce cart abandonment on your website. 

For instance, a local clothing store can use web chat to assist hesitant customers with sizing questions, discount incentives, or to provide more information about a product, helping to seal the deal right then and there. 

Web chat services are a great way to turn browsers into buyers, allowing you to sit back, relax, and watch your sales soar.

Pro Tip: You can also set up email and SMS campaign triggers to remind customers about an abandoned cart. And yup, we can help you with that, too!

Cost-Effective Communication

Web chat reduces the need for extensive phone support because it allows you to manage multiple customer conversations at once, saving your admin staff time, and your business money. 

In many ways, it’s like having an extra team member without the added payroll. If you’re strapped for cash and light on hands, web chat service is a great way to streamline your communication while reducing the hassle and costs of hiring.

24/7 Availability

With automated responses and website chatbots, your business can offer support even outside of regular business hours. How cool is that?

This ensures customers can reach you anytime they need you.

Picture you’re a vegan café that uses chatbots to answer common questions about opening hours or menu items. A person with food allergies visiting the area decides to scope your café website out to see if your GF brownies contain soy. The chatbot can scan your website menu and ingredient list to tell the visitor in confidence there is no soy products. Your customer gets the help they need, and the next day, drop in to satisfy their craving.

Automation for small businesses is meant to make your life easier, not harder.

Features to Look for in a Web Chat Service

When choosing a web chat service, here are some things to look for:

• User-Friendly Interface: Make sure the chat is easy to navigate for both customers and staff. No one wants to wrestle with clunky software.
• Customizable Chat Widgets: It should be able to match the chat’s appearance with your brand’s look and feel. When it comes to branding, consistency is key!
• Mobile Compatibility: Ensure the service works seamlessly on mobile devices. After all, everyone’s on their phones these days.
• Automated Responses and Chatbots: You should not have the baby this thing. Your bot should be fully capable of handling common queries to free up your team’s time for more complex issues.
• Analytics and Reporting: Your web chat should be able to track lead information and report performance insights to help you improve your customer service.

Speaking of tracking lead generation info… trying to keep up with communications in multiple places is tough. You don’t have time for all that nonsense. That’s why Broadly offers local businesses a centralized lead management and customer communication space located in one shared inbox. 

Now, you can respond to messages via text, email, your website, and even Facebook. 

How to Implement a Web Chat Service

Believe it or not, setting up a web chat service is easier than you think. Each web chat software is a bit different, but these tips should help you get on the right track:

Choosing the Right Provider

Consider factors like features, pricing, and customer support when selecting a web chat service. We say this because it’s important to choose a provider that fits your specific business needs. 

Just don’t jump in and buy the first one you see. Do some research on your available options, and maybe even try out a few demos first before making this big decision.

The right provider will check all the right boxes and offer a seamless experience that aligns with your goals. This web chat service has a big job to fill, so take your time to evaluate options to pick the best one for your small business.

Pro Tip: If you’re having trouble deciding which web chat service provider to go with, start by listing out your needs and wants from most important to least important. The more high-priority items the provider checks off, the more aligned it is with your business needs and goals.

Setting Up the Service

Integrating a web chat service into your website is usually pretty straightforward. Most providers offer simple steps to get you up and running quickly. It’s often just a matter of going into your settings and adding a bit of code to your site. Follow the setup instructions provided to you and your web chat service will be live in no time.

Training Your Team

New things can feel scary to team members who are not the most tech-savvy. That’s why we recommend you equip your staff with the skills and resources to use web chat effectively. 

Training ensures that your team can provide the best possible customer service. Make it fun— role-playing common scenarios can be a great way to get everyone comfortable with the new tool. 

Need help? Unlike the big software names out there, the Broadly platform is specifically designed for the little guys, to us, you’re not a number, and we’re here for you every step of the way. We’ll give you the support you need to encourage your team to use web chat confidently. 

Also see: Why is Communication Important in Business?

Monitoring and Improving

It’s a smart move to regularly review chat performance and customer feedback. This helps you make the necessary adjustments to improve efficiency and effectiveness. Keep an eye on the data and tweak your approach as needed. We also recommend continuously monitoring and optimizing your web chat service to keep it running smoothly.

Did you know? Your web chat service can learn over time. You can train your AI model on frequently asked questions and feed it other helpful information like appointment booking links or sign-up prompts to improve its effectiveness when dealing with prospects.

Get more Sales with Broadly’s All-New AI Web Chat

Broadly’s new AI-Assisted Web Chat Lead Capture feature is designed to engage leads and capture important contact information while answering common questions about your business. This tool helps local businesses enhance their customer interactions, making communication no longer a big headache.

Implementing a web chat service can greatly impact the way your local business interacts with customers. From providing instant support to improving engagement and boosting sales, the benefits are there and ready for the taking—so don’t leave money on the table!

If you’re ready to enhance your customer interactions with a web chat service we’re here to help. Sign up for a free demo of Broadly’s web chat service today and see the difference it can make. Experience Broadly’s web chat service in action and start transforming your customer engagement right now!

The post The Benefits of Implementing a Web Chat Service for Local Businesses appeared first on Broadly.

Team chat apps are essential for remote teams or team members who need to collaborate on projects. If you’re tired of drowning in lengthy email threads and ready to facilitate improved communication and workflow, don’t delay. 

Here’s why you should implement a team chat app for your small business as soon as possible. 

What is a team chat app?

Team chat apps provide the functionality of instant messaging apps along with powerful collaboration features and task management tools. They often support multiple modes of team communication, including private messaging, group chat, audio/video calls and file sharing. 

Team chat apps facilitate routine communications, such as assigning tasks, providing feedback, and integrate with a variety of commonly used business apps such as Google Drive. 

Pricing for team chat apps varies widely, but is often based on the size of your team. Some platforms offer a free plan, but typically with limited features. 

Reasons you should consider a team chat app for your business

Streamline communication from anywhere

Whether you have team members working remotely or out in the field, you’ll be able to communicate with them in a variety of ways. Email is overkill when messages are short and sweet. Group chats quickly get everyone on the same page, even if you’re not all in the same place. 

Most team chat apps even allow team members to respond from their mobile device. These apps also make it easy to keep internal and external communications separate and to differentiate between individual and company-wide communications. 

Facilitate collaboration between team members

Team chat apps support team collaboration and project management by allowing team members to assign tasks to one another, share links and files, brainstorm solutions in group messaging, provide project updates, or use screen sharing or video conferencing to get stakeholders on the same page. 

Decrease distractions and interruptions

Team messaging apps minimize distractions by allowing team members to respond to notifications in their own time. Instead of bugging someone in person or by phone while they’re busy, you can use direct messages to communicate at a time that is convenient for you, without worrying about the other person’s schedule. 

Some chat tools also show your time zone or if you’re in a meeting or with a customer, so other team members know why you’re not responding right away. 

Organize information for easy access

Team messaging platforms allow you to search your message history, find old video meetings or voice messages for reference and pull up company docs. You can use a team chat app as a file storage solution as well. Most team communication apps are much easier to navigate than an email inbox. 

Improve team engagement 

Team chat apps allow for brief communication through emojis and gifs, which can go a long way in relationship building and making employees feel like they’re part of a team. It’s especially important for teams that get little face time. A quick social video chat between co-workers can replace chatting at the water cooler and helps improve rapport across your business. 

The best teams also use feedback to boost employee productivity. Team chat apps make it quick and easy to provide employee recognition. Broadly’s Team Chat app allows you to track employee performance based on customer feedback, so you can recognize and reward top performers with ease. 

Why it’s important to adopt a team chat app quickly

A 2019 study revealed that 91% of businesses use at least two messaging apps — and for good reason. If you don’t get your team on board with using a team chat app, not only will you risk disorganized and inefficient communication, but you also might see your customer service fall through the cracks. 

In industries where customer reviews drive new leads, it’s especially vital for team members to work like a well-oiled machine. If team members can collaborate more effectively, your business may even be able to handle more customers without hiring additional employees. That’ll increase profits alongside customer satisfaction. 

Win more business with Broadly

Broadly offers a robust Team Chat app with advanced features designed to enhance collaboration, communication and engagement. It promotes teamwork and your employees will always be on the same page

Broadly is an all-in-one solution for service-providing businesses to manage their marketing processes and grow their online reputation. 

• Campaigns: Launch SMS and email marketing campaigns that deliver results
• Website: Create a modern website where customers can learn about and easily book your plumbing services
• Web Chat: Answer customer questions instantly on your company’s website
• Reviews: Get more online reviews, referrals and testimonials

Schedule a demo today and see how Broadly can help your business flourish.

The post 5 Reasons why you need to adopt a team chat app quickly appeared first on Broadly.

Similar to how social media messaging apps like Facebook Messenger and WhatsApp allow customers to send private messages to brands, live chat solutions allow business owners and support teams to connect with individual website visitors in the moment via private messages. It may be used for all different purposes from offering customer support or collecting customer information for the company’s CRM. 

Investing in the best live chat software can pay off. After all, the right setup can help your team minimize response times, drive customer engagement, improve customer experiences and customer satisfaction, offer enhanced customer support and deliver tremendous value. 

How do chat services work?

Let’s dive into frequently asked questions about how live chat services like Broadly’s web chat work.

What is web chat software?

Web chat software helps companies add digital communication channels to their website by adding a web chat widget to every page of a website. These real-time tools can be used for:

• Offering customer support: Enabling customers to connect with your customer support team,help desk or self-service content
• Supporting sales and lead generation efforts: Allowing brands to collect customer information for the business CRM

Read more on how web chat can support your different business goals:

• How to use live chat for leads
• How business use live chat for sales
• Why customer service chat matters in business

How does the customer use the chat service?

Instead of having to reach out to a company over the phone, via email or social media channels, live chat software allows customers to contact business owners or support teams directly via a web chat widget. Whether they are ready to request service, have a question about offerings or need support, customers can send a direct message to the company so that the company can respond in real time.

How does the business use the chat service?

On the business side of things, owners, managers and support teams have increased chances to support and convert website users. Website chat widgets help businesses collect more information early in the conversation and conduct more personalized conversations with users. 

Broadly’s web chat solution also transitions the conversation from the website to SMS, so business can keep the conversation going even after the customer or potential customer leaves the website.

What is the difference between a text message and a chat message?

Customers can send chat messages via a website’s web chat widget. Chat messages typically are initiated via a web browser. Text messages, on the other hand, are sent via the customer’s phone to the company’s SMS number. 

Broadly’s solution works by transferring any messages sent by the user through website chat to SMS/text messages. Small business owners have the added benefit of a single integrated inbox for all customer communication including web chat messages, messages from social media or review platforms, and even internal communications.

What is a chatbot?

A chatbot is an automated tool powered by artificial intelligence that uses templates to answer simple customer inquiries to enable faster response times and self-service. For more complex questions, the chatbot can transition the conversation to a customer support agent for further assistance. 

With Broadly’s website chat software, you get the best of chatbot and live chat solutions. Our web chat widget helps gather customer information relevant for your business right away, then connects the user to your team for a personalized, human sale or support conversation

Why do businesses use chat services?

Here are some of the top reasons companies use web chat services.

1. Enable self-service 

AI chatbots enable automated answers for simple customer inquiries with knowledge base and help desk content.

2. Reduce phone calls and speed up response times

Chatbots and customer support agents can generally answer chat messages faster than the typical phone call and can handle multiple customer live chat support conversations at once.

3. Supplement omnichannel customer support 

Chat services can enhance customer support offered via other communication channels, such as email, phone calls, text messages, mobile apps, and social media messaging services like Facebook Messenger and WhatsApp. 

4. Engage website visitors 

If customers can’t find what they’re looking for on your website, your customer engagement metrics, such as time spent on site and bounce rate, may suffer as visitors give up and seek out the competition. 

Adding a real-time chat service can help you engage customers wherever they are, no matter which webpage they’re browsing. With the right workflows in place, customers can get the help they need in the moment or be directed to additional support via SMS. 

5. Support a broader CRM strategy 

Chat services support your customer relationship management strategy by collecting your web visitors’ email addresses and phone numbers to send follow-up text messages. 

6. Improve support team workflows and routing 

Chat services also improve a business’s customer support workflow with real-time notifications, templates, automation and CRM integrations. 

What are the benefits of using chat services?

According to McKinsey Digital, companies use digital tools to improve customer experiences, customer engagement and overall customer relationships.

Chat services:

• Increase customer satisfaction by 15-20%
• Reduce costs associated with customer support by 20-40%
• Strengthen conversion rates and business growth by 20%

Forbes completed a study and discovered that when brands invest in areas that improve overall customer experiences, they enjoy the following benefits:

• 5.7X revenue compared to the competition for delivering a better customer experience
• +60% higher profits than companies that aren’t customer-centered
• 1.5X higher employee engagement compared to companies that don’t prioritize customer experience

Live chat has also been found to help improve the sales process:

• Increasing lead generation results by 4-8X
• Boosting website visitor engagement by 10-50%

What are chat service best practices?

Be sure to follow these best practices to ensure the effective use of live chat as a customer engagement channel:

1. Offer real-time support to engage with customers at the moment they need it.
2. Reduce response times: More than 40% of customers say they prefer live chat as a channel because they don’t like waiting on hold.
3. Use mobile-friendly functionality to optimize the user experience for customers browsing your website via mobile devices.
4. Use proactive greetings/templates to let customers know how they can interact with your web chat tool and get the conversation started.

Are web chat services effective?

Web chat services are not only effective, they are in demand, according to McKinsey Digital:

• 30% of customers say they use live chat to connect with service providers and 35% plan to in the future
• Another 15% say they use video chat and in the future that’s expected to grow to 19% 

Companies that lack web chat services risk losing customers to the competition. After all, about half of customers use digital channels, such as web chat, social media and email, for customer support. What’s more, digital channels are considered the first point of contact for most customer support interactions, according to McKinsey & Company.

Manage your chat services with ease with Broadly’s messaging solutions

Looking for the right live chat software for your company? Connect with Broadly and learn how our website chat solution helps ecommerce companies, small businesses and local service providers improve user experience and support team routing and workflows. 

Broadly’s web chat plugin seamlessly integrates with any website. Start the conversation with new website visitors in real time, then keep things going over SMS (with support for both Apple iOS and Android).

Does your company engage with customers via social media and messaging apps? We offer more than live chat support. Ask us about Broadly’s all-in-one Inbox, which helps business owners and service providers communicate seamlessly with contacts from all of your platforms one place.

The post What is a chat service and why your business needs one appeared first on Broadly.

Here’s everything you need to know about what live chat software is, how live chat can help businesses and how to use live chat for sales growth.

What is live chat software and how can it help businesses?

Whether you’re a solopreneur, a savvy salesperson or service provider with a team of one, or part of a broader ecommerce website or company, your business could benefit from using live chat for sales. 

But first, what is live chat software? Live chat software is a powerful tool you can add to your business website to allow website visitors and potential new customers to send a private, instant message to your brand. 

Live chat software works similarly to messages sent via social media messaging apps like Facebook Messenger and WhatsApp. It connects customers directly to a member of your team, without them having to call or email your company.

Four reasons companies use live chat for sales

Here are some of the top benefits of using chatbots and chat widgets on your website:

1. Communicate with customers one-on-one

Adding a simple chat box allows potential customers and existing clients to connect directly with your customer support or sales team easily and quickly, which can help them get answers to important questions right away. 

2. Acquire new customers, increase sales and improve conversion rates 

You may find from your metrics in Google Analytics, Salesforce or other platforms that your website visitors spend time browsing your product pages and adding items to their cart without successfully completing their transactions. That can affect your conversion rates as well as your overall customer experience and customer satisfaction scores.

The average website landing page conversion rate is 4%, which means most businesses are losing out on generating sales from 96% of potential customers. The good news is, insights from McKinsey Digital indicate that using digital communications tools like web chat and chatbots can: 

• Improve customer satisfaction by 15-20%
• Reduce customer support costs by 20-40%
• Increase conversion rates and sales growth by 20%

Separate research has found that live chat software can strengthen sales and lead generation by:

• Increasing leads generated by 4-8X
• Driving site visitor customer engagement by 10-50%

3. Relieve the burden on customer support teams and boost customer satisfaction 

Because fielding inquiries over the phone generally has higher response times than other channels, customers know they can reach out to get questions answered over social media and other faster channels. 

That’s why some brands add chatbots, technology backed by artificial intelligence, to address simple customer questions and reduce response times. 

Compared to traditional customer service offered over the phone, live chat powered by support agents can increase efficiency since support agents can handle multiple chat sessions at once. Reducing support wait times will not only improve operational efficiency but boost customer satisfaction as well.

4. Support broader CRM efforts

Given that more than 40% of customers prefer live chat as a channel, since they don’t like having to wait on hold on the phone, live chat is an increasingly important part of customer relationship management (CRM) strategy for businesses.

How can I use live chat to grow my online sales?

Here are the steps to take to add live chat to your website and increase your sales:

1. Find a live chat software that meets your needs

Gather input from your sales team and customer support team about what they’re looking for in a live chat software. Then, determine what pricing fits your budget, and assess which platform will enable your team to have effective live chat conversations.

2. Add your live chat software’s chat widget to your website

Web chat support software such as Broadly helps companies add instant messaging capabilities to their website using a web chat widget that can be added to every webpage, including:

• Knowledge base, customer questions, and help desk pages where customers may be looking for answers to frequently asked questions. These are ideal web pages for having a web chat pop up to field questions from potential customers.
• About us/follow us on social media/contact us pages where customers are be looking for your contact information (such as your business phone number or LinkedIn page) or the best way to get in touch with someone from your company.
• Checkout pages, pricing pages, and product pages where customers may want to open a chat window and have a chat session to ask questions before completing a transaction.

3. Train your customer support and sales team on using your web chat tools

For the best results, make sure your customer support and sales teams answer incoming customer questions in a timely fashion, communicate clearly and address potential customers with empathy. 

4. Follow up with potential customers ASAP

Nobody likes a long response time. In the amount of time your site visitors are waiting for an answer from you, they may be considering moving forward with the competition instead. 

Using live chat for sales with Broadly

Searching for the best live chat tools for your sales team? Connect with Broadly and learn how our web chat software helps ecommerce companies, small businesses and sales reps manage chat messages, increase sales and improve customer experiences for site visitors. 

Broadly’s live chat for sales seamlessly integrates with your checkout pages, FAQs page, product pages, contact information pages and other sections of your site.

With our real-time live chat software you can have a proactive chat window pop up so your sales reps and other team members get the conversation started with potential customers. From there, the chat will transition to SMS (for the customers) and to our all-in-one integrated messaging Inbox for your customer support and sales team members.

The post Live chat for sales appeared first on Broadly.

Local service providers, ecommerce websites and small businesses can use live chat tools to engage with website visitors in real time. Businesses can also collect user contact information for future CRM follow up via email marketing and other channels, as well as answer any frequently asked questions (FAQs) customers have to help improve conversion rates, customer satisfaction rates and the overall customer experience.

With the average website landing page conversion rate coming in at 4%, most companies are missing out on being able to capture leads and generate website conversions from a whopping 96% of potential customers. That means any tool you can add to your lead nurturing and lead generation process to help move the needle is one worth looking into. 

So let’s dive into what the lead generation process is and whether it makes sense to consider live chat for leads for your company. 

What is the lead generation process?

At the very top of the sales funnel, the lead generation process starts the very moment new website visitors engage with your website for the very first time. With the right tools in place to capture leads, all of your website visitors have the chance to become new leads.

By using effective lead nurturing strategies, these leads have the chance to move through the sales funnel process and become qualified leads, that is potential customers, and ultimately successful conversions.

While there are many different sales funnel models and visuals available from brands like Hubspot and Shopify, each sales funnel should be tailored to an individual business’s unique needs and workflows. Here’s a quick overview of the most common stages of the typical sales funnel, encompassing each step of the lead generation process:

1. Awareness

Potential customers find out about a product, service or brand via channels such as social media, advertising, word of mouth or search engines.

2. Interest

Interested potential customers engage with a given company’s website, social media, ads or other presence.

3. Capture leads

Potential customers signal intent by filling out a webpage form, providing their phone numbers and other contact information and opting into receiving email marketing campaigns or by contacting the sales team for more information.

4. Follow up with qualified leads

The company follows up with new leads from their CRM using a combination of marketing automation tactics, such as email marketing and retargeting, and live outreach via sales reps. At this point, the goal is to further qualify leads and encourage potential customers to take the next step in the lead generation process, whether that’s booking a free consultation, getting a demo or creating an account.

5. Conversions/sales

Qualified leads take the final step in becoming first-time customers when they book a paid service or purchase a product. Read more about using live chat for sales.

How businesses use live chat for leads

In addition to the common use case of using chat widgets for customer support routing, sales teams use live chat sessions to engage with website visitors to answer questions potential customers and leads may have.

Companies may use templates and chatbots powered by artificial intelligence to automate some of the lead generation process and capture leads visiting a website for the first time. These live chat conversations may also be powered by live sales reps.

Live chat lead generation offers companies the chance to:

• Communicate with potential leads quickly and efficiently. They may even gather enough information to convert them to qualified leads.
• Answer any FAQs that may be holding up a purchase decision.
• Reduce response times by providing sales reps real-time notifications when potential leads initiate a chat session.

Live chat improves the overall user experience and drives outcomes. McKinsey Digital found that using digital communication tools helps increase customer satisfaction rates by 15-20% and improve conversion rates by 20%. Further research indicates that using live chat tools can increase lead capture by 4-8X.

Depending on what insights you uncover from looking at your Google Analytics, you may want to add website chat functionality to your pricing page, FAQs page and contact information page. It’s also possible to add a pop-up to every single page, so you never miss an opportunity to engage with new leads and convert them into qualified leads.

If you’re finding your website experience needs an update, Broadly can help with that too. Find out more about our website design services for small businesses and get in touch so we can discuss your needs. 

Use Broadly’s live chat for leads

Looking for a web chat lead generation solution for your website? Broadly provides web chat services to help customers start more customer conversions from their websites and respond automatically and quickly to potential customers.

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