Designing Websites with Chatbots
Avi Ben Ezra is the CTO of SnatchBot, one of the most popular platforms for creating chatbots. Based on his experience and over 40 million interactions carried out by SnatchBot bots, he believes all good websites need a chatbot.
1. Conversational guides to web content add a whole new dimension to good website design
I believe that conversational user interfaces are the future of websites and I’m happy to see them quickly taking over the web. They provide excellent convenience and guidance for website visitors, who no longer need to dial call centers, submit support tickets or sift through knowledge bases in order to get the answers to their questions.
With conversational interfaces, they can now quickly get in touch with a brand and find precisely what they need.
But, what exactly is a conversational user interface? It’s a user interface that mimics human conversation. You’ve probably already interacted with virtual assistants, such as Siri, Cortana, Google Assistant and Alexa, so you know how well they can carry out a human-like conversation.
This is exactly the idea behind conversational websites: to implement a chatbot, which is a conversational interface, capable of guiding website visitors and providing them with the help they need when they need it. Not only are chatbots capable of answering users’ questions, but they can also provide suggestions based on the users’ behavior and personalize their experiences.
In doing so, chatbots instantly delight people and compel them to come back again. Instead of leaving a particular website frustrated, they’ll be hooked in and they’ll even provide honest and constructive feedback invaluable for further improvement and growth.
2. Chatbots are capable of handling all the features your website design needs
Apart from answering the questions of your website visitors and providing excellent customer support, chatbots can handle various other features on your website. They can process payments, help you build an email list, help you collect data about your visitors and make data-driven decisions regarding your web design.
Chatbots can also easily manage your sales funnel, as they are capable of processing orders as well. Your customers don’t have to browse through your products to find what they need because they can start a conversation with your chatbot and let it do all the work.
It’s really simple: a chatbot asks a customer what they’re looking for and provides instant suggestions based on the product type, color, size, style and price range the customer selected. When the customer is ready to make a purchase, the chatbot can then guide them to the shopping cart and process the payment, at the same time notifying you of the new order.
3. Use NLP to deepen the bot’s understanding
In order for your chatbot to truly understand human language and be able to respond accordingly, it needs to be supported by NLP (Natural-Language Processing). NLP is an area of computer science and AI used to provide a computer program, such as a chatbot, with an ability to understand human language and effectively process the natural-language data.
Without NLP, your chatbot wouldn’t be able to fully understand the context behind typed words and it wouldn’t be able to learn from the conversations it engages in. With a state-of-the-art NLP, such as the one we have at SnatchBot, you can create a really intelligent bot able to learn and recognize speech patterns, so that it isn’t limited only to predetermined questions and answers.
NLP even helps your bot recognize emotions and show empathy. You can program your bot to use empathetic language, which your customers will certainly find both fun and useful.
4. You can still offer live chat if you need it
Implementing a chatbot on your website doesn’t mean that there’s no room for live chat anymore. I personally think that you still need it, because bots are still in their infancy stage and they’re not capable of solving complex problems just yet.
Moreover, there are still a lot of people who prefer communicating with a live agent to engaging in a conversation with a bot. Therefore, don’t make your customers frustrated by not providing them with the live chat option.
However, chatbots can outperform human customer support because they are available 24/7, they provide instant answers, and they can multitask, so no one will ever be put on hold. This is exactly why you need one on your website – they’ll always be there to offer a helping hand.
But, again, you should have both a chatbot and live chat, so that you can meet the needs of all your customers.
5. Make sure your bot is omni-channel
People nowadays expect brands to provide omni-channel service, which is only natural, given the fact that we’re all using various channels throughout the day. If you’re checking out a Facebook page of a particular brand, you want to be able to get in touch via Facebook Messenger, right?
This is especially important to mobile users, as it can be frustrating to keep switching from one channel to the other in order to interact with a brand. It’s even more frustrating for you to switch between different channels when several or more customers are contacting you at the same time.
Also, everyone has different channel preferences. This is why your bot should be omni-channel, like SnatchBot chatbots are, so that your website users can continue the conversation without any friction and access all your content on their favourite channel.
With Snatchbot, you can quickly build your own bot and publish it into any channel you want, which you can do entirely for free. There are no hidden costs down the road. We also have a Bot Store with pre-built bots designed for various industries, so you can go with that option if you’re not tech-savvy or simply find it easier.
Chatbots can really revolutionize websites, but you can’t really to what extent until you implement one and clearly see it for yourself. That’s why I highly recommend you try SnatchBot, because it’s completely free and it will help you create a conversational website that will absolutely delight your users.
Get to Know these Web Acronyms
Acronyms acronyms acronyms! Today it seems we’re drowning in a sea of acronyms. Everybody uses them in business. Some people use them for good, for example, to explain perhaps an otherwise complicated thing that requires some simplification. Others use them for bad, as a smokescreen to keep clients in the dark. Most of us, however, just misuse them because we take for granted that, when we engage in tech-speak, not everyone knows what we’re talking about. To the average “Joe,” this stuff is not innate knowledge.
This article is inspired by a recent WordPress training session we had with a client. After several months of working very closely with this client on their new Go Media Designer Site, they asked, “What’s a CMS? And do we have one?” A perfectly normal question to ask under any other circumstance. But with it being nine months into the project, it was a major red flag. It was at that moment when we realized that we hadn’t done a good job explaining things to them early in the process. We vowed to do something about it.
Go Media believes that the process of creating beautiful and intuitive, fully responsive websites should be presented in a manner that is easy to understand. Any self-respecting web design and web development team worth its salt sees the value in explaining “tech speak” to their clients.
In an effort to clear the smoke and mirrors, as well as the hocus pocus behind the business of web design and web development, we give you our Top 6 Web Development Acronyms explained:
Once again, this is the acronym that inspired this very article. CMS is short for Content Management System. A Content Management System is a computer application that supports the creation and modification of digital content (i.e., all the stuff that goes on your company’s website). A CMS is the very thing (i.e., application) on which your website is built. Here at Go Media, we’re big believers in WordPress for Web Design and Development. It’s our personal favorite. Just sayin’.
Short for User Experience, UX literally refers to the more palatable, emotional response we have toward the devices, gadgets, systems, and platforms we interact with on a daily basis. When it comes to building the perfect website (one that possesses beauty and functionality in spades), UX is HUGE! Providing a comfortable, rewarding UX experience through beautiful, fully responsive web design (see Go Media Designer Sites) that’s fun to use is what we strive for.
Short for User Interface, this rather beautiful, perfectly contoured little acronym kind of looks like the very thing it refers to. User interface can be a thing of beauty. At its core, it concerns the way in which people interact with your website and just how user-friendly your website is. The quality of a website’s UI is really determined by how well the site is designed.
User Interface can also be very compelling, because, in order to fully understand it, you start getting into the emotional and physical responses that individuals have to your website. For our purposes, however, we’ll cut to the chase. Translation: Your website should feel intuitive and easy to use, and it should look good too. Seek out the Web Designer who possesses the skill to create a dashing website that is beautiful with a satisfying user interface. Beware the web designer who neglects to tell you exactly what UI means.
Pronounced like “gooey”, the GUI, or Graphical User Interface is UI’s kid brother. Graphical User interface refers to the overall look and feel of your website and all the little things [represented as graphic elements] that visitors to your website can click on to access information: icons, menus, buttons, images & video, etc.
At Go Media, we take GUI very seriously (despite the fact that it kinda reminds us of salt water taffy, which we love by the way). In addition to being talented Cleveland Web Developers, we’re also accomplished graphic designers. The two go together like hand and glove. GUI is what happens when we put our heads together. The overall look and feel of your website plays a major factor in the success of your business. Seek out the Web Design firm who understand the importance of getting GUI right!
SEO (or Search Engine Optimization) is the process of improving the search rankings of your website through a series of metrics and procedures such as keyword analysis, code optimization, onsite optimization, and link building. Confused? You’re not alone.
At its most basic, SEO is simply a matter of taking the right steps to improve your website’s global profile. In terms of marketing your business these days, SEO is THE hot property. More and more businesses see the value in it. The process of “getting optimized” as we like to call it is necessary in managing an effective online strategy for your business.
Short for Call to Action – a CTA is a prompt on a website that tells the user to take some specified action, such as ‘Read More’, ‘Contact Us’, or ‘Buy Now’. The CTA generally takes the form of a button or what is known as a hyperlink (i.e., a special link that visitors to your website can either click, tap, or hover over to access other parts of your website).
So there you have it. Hopefully we debunked some of the mysteries behind these common but confusing acronyms. Heck, if you found this article helpful (and we hope you did), print it out and take it with you the next time you’re in the market for a new website. To paraphrase the great Sy Syms, “An educated consumer is the best customer.”
Plan on building a website for your business? Don’t get lost in a sea of acronyms. Drop us a line. We’ll remove the guesswork.