A chatbot is ideal for addressing users directly and approaching them in a friendly manner to offer advice.
Chatbot on the website: How does it work?
Einen chatbot Implementing successfully on the website is not as difficult or complex as often expected. To make planning easier, we have a Chatbot Canvas developed, which can be used to outline the desired initial use case. Integrating a chatbot requires three essential steps: collecting the most important topics, training the AI and testing on the website.
- Collection of top topics
The “be-all and end-all” of a chatbot is that the chatbot's answers really help website visitors. To ensure this, it is advisable to collect the most popular and therefore important topics. A look at the FAQ section can be helpful, but above all a brief evaluation of telephone calls, e-mail or live chat conversations.
- Training: Onboarding webinar & designing answers
Once the topics that the chatbot should master have been collected, it is time to teach the AI. The training is, of course, carried out by moinAI and requires no manual effort. While the AI is busy training, answers can be formulated that the chatbot gives to user inquiries.
- Testing: Easy web integration
In this step, the moinAI widget is integrated on the corresponding website. No technical know-how is required for this, as the widget can also be integrated with Google Tag Manager, for example. And then it's that time: The chatbot can go live!
→ The entire process only takes a few weeks. Our customer TEAG At the start of the corona crisis, it even went live with moinAI within 14 days.
How can a chatbot be displayed on the website?
How do you say so nice? There are many roads to Rome. It is similar with a chatbot on a website, there are many ways to direct a user to the chatbot. The design options for the teaser and widget (chat window) are explained below.
Website display: The chatbot teaser
The chatbot's teaser can be designed in a variety of ways, and it is also possible to create an individual teaser for each individual subpage. This is particularly recommended if the content of the various sub-pages differs, but it must be ensured that the chatbot always addresses the user in the right context.
Teaser example: transaction-oriented sub-pages
A subpage where the user can find out more about prices, costs, offers, etc. The teaser shown in the illustration is an example of how you can provide additional support to a user and increase their engagement on said sub-pages.
Teaser example: product-heavy subpage
In order to better support and navigate a user on a subpage with a large selection of products, a teaser is a good idea which, on the one hand, invites a conversation and, on the other hand, suggests the most popular topics related to the product subpage.
Teaser example: FAQ service at Smartbroker
So that a website visitor doesn't have to click through various FAQs for a long time, the chatbot at moinAI Customer Smartbroker offers the most popular FAQ topics directly in the teaser.
Teaser example: Focus
Some sub-pages only aim for a single goal, which is very specific, such as registering for an event. On this page, website visitors should not be distracted by additional offers and opportunities. A chatbot teaser can also be configured exactly for this use case.
Chatbot on website: The Chat widget
In addition to the chatbot's teaser or AI, there is of course the widget, i.e. the chat window in which the conversation takes place. If you integrate the chatbot into Facebook Messenger, for example, the widget is redundant for now, as the chatbot would use the Facebook Messenger interface. However, when integrating the chatbot on a website, the widget is very important, as it is the central location where the conversation between website visitor and chatbot takes place. It is therefore all the more important that the widget is user-friendly and also offers design options and interactive elements that diversify the conversation, such as:
- Map menus
- Links as buttons
- Pictures & photos
- videos
- Quick Replies
→ A combination of text and interactive elements improves and simplifies usability and at the same time keeps the user talking for longer.
Can a chatbot replace website forms?
The criticism of websites is often that it is not exactly made easy for users to make contact requests. In many cases, website visitors have to click through various sub-pages and then fill out a lengthy contact form — even if they only have an uncomplicated request that could actually be answered quickly.
A chatbot solves this problem because, on the one hand, it can assist website visitors within a few seconds and answer questions. But a chatbot can also take over the function of a website form. At moinAI, these forms are called bot forms.
Regardless of whether customer service, marketing or sales — bot forms are ideal for all of these use cases, as they automatically query, record and forward information to the desired CRM system. This would also be the case when requesting an offer. Assuming a website visitor is interested in a specific service or product and wants to request a non-binding offer — they can simply do so using a chatbot conversation.
Alternative: Play a chatbot via the existing live chat widget on the website
If your company is already using a live chat system for customer communication, the chatbot can be easily integrated into the existing live chat widget thanks to an API. This allows website visitors to have a seamless conversation, whether they're communicating with a live chat agent or the chatbot. One example of the combined use of live chat and chatbot in a chat widget is the moinAI customer Cyberport. The German e-commerce company Cyberport uses both Userlike's live chat solution and moinAI's chatbot for digital customer communication.
-> More about combining chatbot and live chat on the website.
What are the benefits of a chatbot on the website?
Finally, some of the advantages of a chatbot on the website — at a glance.
- 24/7 service for your website visitors
No matter what day or time, the chatbot receives your website visitors and answers diligently arising questions — fully automated and scalable.
- Automate recurring questions
Many website visitors come to a company's website with a very specific concern, and this concern is often expressed in a question that is asked over and over again. Simple and recurring questions in particular cost the service team valuable time. A chatbot answers these questions without the need for any other resources.
- Present the company on the website in a CI-compliant manner
Represent your company with a chatbot in exactly the style that is compatible with the brand. Both the teaser, the widget and the chatbot answers can be adapted exactly to your company.
- By means APIs and webhooks forward all information
Regardless of whether a live chat tool or CRM systems are already in use. The moinAI chatbot can be easily integrated into the existing system landscape and thus routes all relevant information exactly to where your employees need it.
The Dreaming AI feature allows you to find out what motivates and interests your website visitors — apart from the topics and questions that are already known and expected. The collected user insights are clustered by AI into topics and can be viewed in the hub.
- Millennials and Gen Z don't like talking on the phone
This point may be seen with a wink, but it is also a fact that the younger generation in particular clearly prefer chatting to making phone calls. It is not for nothing that the cliché exists that millennials are “afraid” of making phone calls. If a company not only wants to serve but also inspire the younger generation, both high availability and the ability to chat based on text are required.
A chatbot on your own website
Try out how a chatbot works on your website free of charge and without obligation! Simply enter the URL and the first chatbot topic suggestions are created. Get started now
