3 inapparent ways chatbots improve UX

If you think that chatbots are only another fad in the 2019 marketing, it’s high time to update your knowledge. These initially very simple computer programs have become incredibly indispensable, and there is nothing that can stop this trend now.

  • In 2016, the chatbot market was valued at $703 million. (Marketsandmarkets, 2017)
  • Between 2016 and 2021, we expect the chatbot marketing to grow at a compound rate of 35.2%. (Marketsandmarkets, 2017)
  • 96% of businesses believe chatbots are here to stay. (Mindbrowser, 2017)

Nowadays, chatbots come in all shapes and types and manage a diverse level of functionalities.

Businesses from all the industries have recognized this as the best way to support, educate and entertain a customer.

But is it really a secret weapon to the unexceptional User Experience? Does chatbots even work?  

Let’s skip into details.

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Is chatbot beneficial for your industry? Source.

#1 They enhance customer onboarding

In theory your customers know what they buy, and how it works. But there are products requiring additional learning curve, otherwise your receivers won’t use your product to its full potential.

Of course most of companies provide users with instructions, onboarding calls or helpdesk support. Unfortunately modern consumers don’t like waiting for help, especially if they are already annoyed about a product.

This it the moment, when chatbot comes and makes a difference.

Enabling chatbot on your website allows you to educate your users two-sided:

  • answering ongoing questions or issues,
  • increasing awareness about the other, related options.

#2 They increase the value of your product

80% of customers are willing to pay more for a better customer experience, according to 2017, dcrstrategies.com survey.

Simply speaking, providing more value to your users will result in a higher retention rate.

How does it work in practice?

Look at H&M and Pizza Hut. They implemented customer-centric chatbots and got great results. 

H&M

This leading fashion retailer is a great example of adding more value to the company by unexceptional user experience. Their bots assist customers in finding the item that match the best user’s needs, based on questions they ask clients.

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Source.

Pizza Hut

If you get food from Pizza Hut you probably noticed that now your order can be sent also through Facebook Messenger or Twitter which are linked to your account.

However, this solution doesn’t seem impressive at a first glance, if you look further it’s brilliant 🙂  The customer journey is shorter and easier, and what’s more, users can complete their purchase not leaving their preferred app.

#3 They become your brand heroes

The Internet creates a low entrance barrier for establishing a new company, which is great, but it also provokes increasing competition across all industries. 

If you don’t want to get stuck in your competitor’s dust, you need to stand out. And, use the chatbot as your brand hero beause: 

  • a chatbot is a perfect metaphor for explaining your brand values
  • it never leaves your customer alone
  • helps to create a seamless user experience.

So, are you ready to make a chatbot your best employee?

Build your own chatbot

Building a chatbot based on conditions and predefined answers is easier than you think. Marketing automation allows non-technological employees implementing a chatbot without any IT knowledge. 

There are only a few steps to follow:

  1. Set up Page Visit as a trigger for automation
  2. Create your first bot message
  3. Predefine your user’s answers
  4. Save received information in your user’s profile.
Chatbot_Marketing Automation_Scheme_User.com

Now your chatbot is ready!

If you want to try it yourself, create your test account at User.com. It’s free for 14 days, and no credit card required.

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We are living in the fast-changing, highly competitive environment. Fortunately, together with increasing users expectations, our possibilities and range of tools grow as well.

One of them are chatbots.

They bring UX to the next level, educate customers, and change the way companies interact with their audience.
Do you see as many chatbots pros as we do? Leave us a comment!


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