Building trust when making a sale is key to long-lasting relationships with customers. Depending on what you are offering and how much it costs, you may need to put a lot of effort into this initial stage. Since time is money, we need to ensure we perform this process as efficiently and effectively as possible.
This is where chatbots can really come in handy.
You can use chatbots on your website to grab the attention of visitors in a way that effectively making your site come to life. You can start conversations and make visitors feel like you are there with them as they start their customer journey.
But, there’s a trick to it. If it executed incorrectly, it might end up impacting trust rather than building it, and I think it is why some businesses are opting out of chatbots on their website. So let’s “chat” about it and make sure that doesn’t happen.
Want to move to online forms?
Tricks to build trust with a chatbot
- Add an image – when creating your chat, ad a picture of a real person, preferably a person within the organisation that they will deal with at some point in their journey. This will help the customer feel like they are speaking to a human operator rather than a bot
- Less text = more engagement – the aim of a chatbot should be to have a conversation with visitors, not to lecture them with general content. Ask them lots of questions with multi-select answers so it’s simple for them to respond and direct them to what they are looking for accurately. If your chatbot is just a copy and paste of the information you already have on your site, it’s not doing to be helpful at all, and the customer may become annoyed rather than captivated.
- Have a purpose – what are you trying to do, get the visitor’s contact details or direct them to the appropriate section of your site? If your just making a bot because you think your site should have one, it may come across as disjointed and we don’t want that.
- Keep it simple – if the thought of building a bot that with build trust is too much for you, then keep it simple. Simply saying “Hi, is there anything I can help with” with a “yes/no” option that either leaves them to it if they select no, or requests their first name and phone number with a callback time if they say yes. It doesn’t need to be complicated.
- Focus on the customer’s needs – focus on providing real value to the customer rather than pushing your product onto them. If you create your bot with their needs in mind, your language will be appropriate and more likely to spark a conversation.
Whether your chatbot is simple or complicated, it has the potential to make landing a new customer easy, so it is worth giving it a try. If you need any help with setting up a Tailored Chatform for your website please get in touch, we would love to help.