You are reading this guide because you want to know how to create high converting chatbots.
You may be wondering what a chatbot is or if it’s necessary for your business.
The truth is, many businesses don’t realise that they need a chatbot, but the ones that do can see amazing results in their conversion rates and sales numbers!
In the last few years, we have been on a mission to figure out what it takes to create high converting chatbots.
After testing and learning through trial-and-error, we’ve uncovered a ‘New Secret Chatbot Funnel Strategy’ that almost nobody knows about. It’s generated over $4.7 million in sales for clients who followed our lead with their chatbot strategies.
What if you could have a salesperson that never complains, asks for a raise or takes a break?
What if you could spend less money and get more leads?
We decided this strategy is too valuable not to share!
In this guide, we’ll show you how to leverage chatbots for the incredible tool that they are: Taking on time-consuming tasks and allowing you to better serve your customers in ways that matter most.
Here is the guide outline:
- What is a chatbot
- 3 Reasons why should we leverage the chatbot to scale better
- Types of chatbots – marketing, sales, and customer support
- How to create high converting chatbot that converts leads into customers.
- 3 best strategies and tips on how to design chatbots for maximum conversion rates.
The importance of testing your bot before launching it
Let’s get started:-
What is a chatbot?
A chatbot is a computer program designed to simulate conversation with human users, for the purposes of stimulating conversations in such applications as virtual assistants and online interactive platforms.
They can also be linked to other services such as SMS, email, Instagram or WhatsApp, allowing businesses to communicate with their customers with personalisation at scale.
Based on Ted Helwick, the Director of Product from Messenger Business Facebook, there are 20 billion+ messages are exchanged every month between businesses & users.
A study from The Evolution of eCommerce shows that there are 65% of people who say they are more likely to shop with a business they can contact via a chat app.
Due to the short attention span and an increase in market competition, 90% of customers rate an immediate response as important when they have a marketing or sales question.
Modern consumers like to have personalized and quick responses.
To keep up with the ongoing demand and traffic, the chatbot is the only way.
3 Reasons why should we leverage the high converting chatbot to scale better
Chatbots are a new and emerging technology that is making waves in the business world. They have the potential to be used for marketing, sales, customer service, and more.
Like any other new technology, the early adopters of chatbots will gain massive success by turning to chatbots for their business.
They can help you increase your website traffic, convert more leads and sell products faster. The best part is that they’re easy to use because they respond in natural language, just like a human would!
We have compiled 3 reasons why everyone should leverage chatbots today.
Spend Less Money & Get More Leads
A chatbot is the next best thing for a human salesperson.
You can use it to attract leads and then immediately engage them, asking questions to qualify them so you don’t waste time on the wrong prospects. With the right marketing strategy and chatbot, you can cut your cost per lead by up to 7x.
Maximize Your Ad Dollars Return
Send prospects from your ads to a conversation with your bot instead of to a static landing page.
It can answer their questions, counter their objections and get them to buy – all on autopilot so that your return on ad spend is 10x or more.
2-5x higher and faster conversion rates in Chatbot than a traditional landing page and email funnels.
Stop Losing Customers To The Competition
If you’re slow to respond to questions, your customers will choose the competition instead. But with a chatbot, your brand can reply instantly
Chatbots enable you to resolve up to 80% of customer inquiries so that you can spend your time and resources more wisely and win more business.
Types of chatbots – marketing, sales, and customer support
Chatbots are now being used by many businesses for different purposes. They can be used as a marketing tool, salesperson, or customer support agent.
The type of chatbot that best suits your company depends on what it is you’re looking to get out of the bot and how much time and resources you want to invest in creating it.
Read more below to find out about the three types of chatbots available and which one might work best for your business for your current stage.
#1 Marketing Chatbot
Marketing chatbots are the chatbots that will help you grow your business. They can provide information about a company’s products and services, answer customer questions, or deliver time-sensitive marketing messages.
More specifically, these chatbots have been used by companies to promote their new offerings on Facebook Messenger and pages with tailored content for each conversation.
For example, the chatbot on Facebook Messenger has already enabled users to order a pizza by chatting with them about their preferences in crust types or toppings while another chatbot was used for
Here are some of the examples of marketing chatbots:
- Give relevant product or service information
- Capture lead information
- Collect webinar or event registration
- Send personalised event reminder
- Segment customers based on interest
- Product launch
- Run contests and campaigns to boost engagement
- Sending out the personalised voucher and promo code
The limit of the chatbot is up to your creativity.
#2 Sales Chatbot
The chatbot can be a valuable sales tool as it is able to engage in consistent and natural conversations with the chatbots customer base to boost your sales, nurturing the leads, and shorten the buying cycles.
By leveraging on the chatbot, you have the best salesperson on planet earth that can be trained to close deals and provide instant customer service.
The chatbot can also be programmed to push the sales & conversion, for example:
- Take the orders via chatbot
- Schedule B2B appointment or call
- Qualify leads with questions
- Send relevant case studies or testimonials to the prospect
- Use chatbots for upselling and cross-sales
- Reduce eCommerce abandonment by having a chatbot reminder
- Setup ongoing membership program
- Sell a paid event ticket
As time passed, the chatbot can use machine learning to understand the behaviour patterns of your customers and provide them with personalized responses, as the chatbots become more intelligent they will be able to do much more than that.
#3 Customer Service Chatbot
The chatbot that is designed to offer customer service can be a great relief for businesses and customers.
Chatbots are very popular and can be used for live customer service.
One way this happens is when customers start chatting with a chatbot to get messages resolved or contact a person in case they need more help.
Operation cost is a huge pain in every business, chatbots can also reduce costs as your customer base grows.
As you get more customers, the chatbot is able to handle more questions, meaning you don’t need to hire numerous agents for support at the same rate.
Here are some of the customer service chatbot examples:
- Automating customer support
- Handle common FAQ
- Automating repetitive tasks
- Use chatbots to capture customer feedbacks or product reviews
- Collect customer data and integrate with other platforms
Another huge advantage is chatbots provide faster service than humans for simple problems, as computers can process thousands of keywords per second.
Chatbots are a great way to engage with your customers and prospects, but only if they’re high converting chatbots. A poorly designed chatbot can turn people off from your business. Next, let’s move to the topics on how to create high converting chatbot for your business.
How to create high converting chatbot that converts leads into customers.
Creating a high converting chatbot is not rocket science.
It’s not hard but requires a lot of patience and monitoring of the data.
And most important, it requires empathy and a deep understanding of your customers.
Let’s dive into the step by step guide on how to create the chatbot:-
Step #1: Identify your chatbot’s objective
With such a wide spectrum of interesting use cases to choose from, it’s tough to nail down a specific goal for chatbots. Spend time doing some discovery at the onset to define your goal and then start to craft your use case.
If you want to find out what the best way for you to use a chatbot with your customers is, ask both your website and social media teams. They will tell you what they have been dealing with day in and out, what are common questions they get and how they answer the questions.
Make sure to think about what you want your chatbot to achieve before getting started. Some of the good chatbot goals are:
- Generate 1000 leads monthly for a software demo call
- Get 5000 eBook Download
- Collect 1000 webinar registration
- Increase the webinar attendance rate to 50-70%
- Convert 10% of the leads to buying customers via chatbot
- Reduce the average customer response time to 5 mins
Before you start to design your chatbot, start with an end in mind.
Align your expectations with the end goal with your team and identity the high impact area that you should focus on, so you can create a strategy that will achieve what you want it to do.
Step #2: Select the chatbot tools that best suit your needs
You can use chatbot platforms like Manychat, Chatfuel, Mobile Monkey, and more advanced chatbots such as Salesforce Einstein chatbots or enterprise chatbots from companies like IBM Watson or Oracle Bot Builder.
We will suggest companies start with ManyChat first and slowly integrate with Diaglow flow for the Ai feature.
Manychat has been around for a while, and it’s the number 1 chatbot platform in the world. We’ve tested some of the chatbot platforms and found that Manychat is the easiest to build and make changes due to its friendly user experience and design.
It’s easy to start and implement. And it’s starting free for the 1st month and you can upgrade as you need.
You can connect the chatbot with your email marketing, SMS blasting and IG automation to achieve omnichannel marketing. All the data can be sync so that it makes it easy for your team to converse with your lead and customers.
Step #3: Craft Your Chatbot’s Voice & Personality
Create a personality for your chatbot to create a good experience for your leads and customers. Create a name that matched your brand identity, and draft the copywriting to match your brand mission and personality.
The chatbot should answer with an informal tone. The chatbot should be friendly and have a sense of humour. You should invite a copywriting team to help you make guidelines for your chatbot. They will also help you have a consistent voice for your chatbot.
The chatbot can show empathy towards the customer’s situation by using phrases like “I understand your challenges!” or “We all go through hard times in life sometimes but we always believe something great is coming.”
Don’t sound like a robot, even it’s a chatbot.
Step #4: Content mapping with the buyer journey
Start by mapping the content with buyer journey with Google drawing or slide too.
Identify what are the contents that your ideal customer would like to read before they purchase from you.
Different stages of the customers will have different questions in mind.
A chatbot can help them answer these questions.
You need to identify the content gaps in your chatbots and fill them with relevant information that will drive conversions for you.
This is how a product sales chatbot content mapping
Cold audience
- What does this product do?
- What is the result after using this product?
- Why should I buy it now?
- Why the product is different from other products in the market?
Warm audience
- What is the proof that you can deliver the results?
- Why I should trust you?
- How to use the product?
- Is there any testimonial or case studies?
- Am I suitable to use the product?
- What is the payment terms?
- How fast you can deliver if I purchase it today
Hot audience (existing customer)
- How to return the products if there is an issue
- How to give a review
- How to check the delivery status
- Do you have a loyalty program
- What is the latest promotion
- How to give a feedback
You can create a good experience for people by designing your content with what they want to know. This will make them want to buy from you.
If you do it well, you can get people to come back and buy again without having to find new customers.
Great experience equal to sustainable business.
Step #4: Set up a relevant welcome message
The welcome message is important for getting people to respond to your bot. The best messages are those that are interesting and make the person want to answer.
Just because your bot is automated does not mean that it needs to sound robotic. Make sure you keep in mind the personality of your company and have fun with the message you are sending.
When a customer chats with the bot, tell them they’re chatting with a bot. Tell them when and how they will chat with a real person (like if it is during working hours or not).
Once you’ve got people’s attention, ask them questions to keep the conversation going. Use the important questions that you found from your customer support team to make sure that you are talking about what they want to know.
To make it more specific:
If the audience clicked on a specific promotion Facebook Ad – give them the specific promotion detail.
If the audience came to the website and click to live chat support – give them 3 common questions to click and interact with and allow them to contact the live agent if needed.
If the audience clicks to get a quotation – ask them few questions to collect the lead details and make it easy for them to submit their request.
Step #5: Start small. Make the most basic chatbot first.
The common mistake that most chatbot builders do is setting up a complex chatbot without understanding the customer behaviours.
It’s not uncommon to hear chatbot builders say, “my chatbot is so complex that it can do anything! It has a library of new answers and responses for every user question.
However, this backfires because the chatbot builder spends more time trying to fix their chatbots instead let them run and get a real response from the customers.
Our suggestion will be, start with a simple chatbot, get more traffic, test and observe the response and improve as it goes.
Step #6: Promote your chatbot, get an actual response from your customers
Promoting your chatbot can be a simple, yet important task. There are many ways to promote it such as through social media channels like Facebook or Instagram.
Here are the 7 ways to get traffic to your chatbot
- Setup the chatbot live chat at your website
- Run a Facebook Messenger campaign
- Setup a Facebook Welcome Message
- Create URL that links with the chatbot and post as social media content
- Create a comment automation trigger, that capture audience that commented on your post
- Generate a QR Code and paste it at your physical offline store
- Create a button at your website and connect to your chatbot
By successfully implement these actions, you can utilise the chatbot to generate more leads and handle more inquiries without having to spend more on the marketing budget.
Step #7: Reduce abandonment
Observe your customer interaction with the chatbot and improve the conversion rate by setup auto follow up if someone drops out from the flow.
Give them the personalised message every time they drop out.
For example for the lead generation chatbot, when someone doesn’t give their email, ask them again for their email and explain the purpose why our team need the email.
And if someone doesn’t give their phone number, explain to them our team would not give them spam call with endless follow up. We respect their time and will only use it for Whatsapp communication.
3 best strategies and tips on how to design high converting chatbots for maximum conversion rates.
There are three best strategies and tips on how to design chatbots for maximum conversions rates.
Create chatbots with personalisation
It’s important for the chatbot to be tailored to each customer. This way, the chatbot can speak like a real person with their own voice and personality that matches the intended target audience.
– Chatbots should have an avatar or persona of their own
– Give chatbots personalities in accordance with the brand identity
A good chatbot should sound like a real human and give the right reply to the customers instantly.
Leverage data to design good chatbot interaction
The best chatbot builder uses chatbot analytics to monitor how users interact with the chatbots so that they know what people want.
Based on that they can design chatbot interactions that cater specifically to the needs of customers and prospects in order to maximize conversion rates and customer satisfaction.
With the right conversion tracking, chatbots can be a powerful tool for business as they can be used to gather valuable consumer’s data
Treat chatbot conversations like human ones, empathy is the key
Chatbots are experience design. The chatbots have to be designed in a way that makes them feel like they are part of someone’s life. They will become someone’s friend and great support.
A chatbot that doesn’t put understanding first will set up feelings of frustration or annoyed the customers.
An example of a bad experience is
When a customer is interacting with the bank chatbot by asking some questions about her car loan.
The chatbot replies by asking the lead to refer to the long-winded PDF file.
This is not only unable to solve the customer question, but create a bad experience for the customers.
Conclusion:
When it comes to scaling a business, chatbots are an excellent way to scale a business and provide customers with the best customer experience possible.
It’s not an easy task though–we can’t automate everything.
We need to have a personalised conversation at scale with a deep understanding that our customers deserve a good experience in order for this strategy to be successful.
Technology does play an important role when it comes to making sure businesses stay sustainable but we cannot forget about the people working behind the scenes who make all of these things happen!
What do you think about chatbots?
Will you start using them soon? Share your thoughts below!
