What you need to know about chat bots?

Customer interaction is important for any business. Imagine that you are going to the store. Before buying, you have the opportunity to ask any question related to the product. This interaction helps create a sense of trust and works as an incentive to make a purchase.

Now consider buying in an online store. The product description often already contains all the information that may interest the buyer. But, nevertheless, it would be more convenient for the client if he could interact with someone to obtain more detailed information.

Almost all e-commerce sites provide contact information: phone numbers or email addresses for feedback. But everyone knows that these traditional communication channels have many shortcomings. Therefore, one of the best options is to have an online chat feature.

Recently, online chat rooms have gained great popularity. Having a chat feature can give a business a competitive edge over others. Everyone knows the benefits of online chat, so you should pay more attention to the disadvantages of using online chat.

Disadvantages of Online Chatting


  1. Limited access from mobile devices.

    Many Internet users on mobile phones and tablets are faced with the problem of poor adaptation of chat software for devices. Thus, there is a threat of losing most of the target market, as potential customers leave the site without receiving the necessary information.
  2. Problems with time zones

    Clients can be located anywhere in the world, and therefore they need round-the-clock chat support. When site visitors see a chat widget, they expect one of your representatives to be online. Therefore, if you do not have 24/7 support, this can annoy and drive away many potential customers.
  3. High Intrusiveness

    A very fine line exists between compulsiveness and good. Often, constantly pop-up chat windows annoy site visitors a little. Therefore, one of the main tasks is to find a middle ground, so as not to annoy, but really provide assistance.

Online chats help provide customers with the instant information they need. This helps increase confidence in your company, as well as minimize the costs associated with creating full-fledged customer service departments.

Many of the features of online chats can be automated, which will lead to the most effective provision of sales prospects and conversions. Real-time automation includes everything from initiating conversations based on simple triggers to the introduction of an AI-controlled chat robot to simulate chat behavior.

Automate online chats


1. Initiation of conversations based on automated triggers. It

is possible to control the moment when an online chat will be presented to visitors using automatic triggers.

For example, you can automatically launch a chat window whenever a visitor:

  • spends a certain amount of time in the help section;
  • exploring product and price options;
  • shows any other behavior that indicates the need for help.

2. Integration of the chat with the CRM-system

Synchronization of online chats on the site with the CRM-system will help to control the processing of calls, this will reduce the time to search for a history with the client who is talking.

3. Disabling chat depending on the country.

Usually websites in English attract visitors from all over the world, but this does not mean that sites will be able to cooperate with them, because often sites simply do not have the ability to deliver and interact with this geographical area. . Therefore, it will be more cost-effective to focus on the most important customers by disabling chat for those visitors who are not able to serve. Such automatic filters can be configured based on the location of the visitor.

4. An experiment with chat bots and hybrid chat solutions

In the light of today's technologies, the latest AI-based chat robots can be almost indistinguishable from a live support service. Hybrid chat systems can answer simple questions and refer to more complex queries from a real service representative.

An example is the chatbot that Otkritie Bank was the first to introduce in Russia. The bot is integrated with users' personal accounts and enables them to view information on personal accounts and make payments. To start communication with the bot, you need to write him a personal message on Facebook.



The ebay online store has a chatbot on Facebook Messenger. In correspondence, it is proposed to proceed with the selection of goods. To do this, you must specify the type, then the preferred clothing style, size, color, cost, and so on. Based on the selected options, the chatbot helps you choose the right option.



However, not only initial integration should matter when it comes to chat automation. Continuous testing should also be a priority. System testing should be carried out on a regular basis, this will help to understand the small nuances that can be easily fixed.

Automation Services


Consider some of the most popular services that automate online chats:

  1. Chat helpdesk . The service has such features as: self-service menu, custom chat bots and macros for automation, automatic personalized response to the client, templates for quick replies, etc.
  2. LiveChat24 / 7 . Service features: automated customer support (response sets are generated automatically), programs for real agents (search for relevant answers by keywords), etc.
  3. Jivochat . Key features of the service: integration with CRM, automatic triggers, offline-leading generator, assistant for quick phrases, etc.

Summing up, I would like to note that the most important task is: to determine the right online chat solution for the company and customers, and then find a way to automate processes to make chat even more effective. Regular system testing and bug fixing will help to achieve all the benefits of a chat solution that allows website visitors to feel heard, which will lead to a greater conversion for the business.

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