How to use chatbots for converting leads on autopilot [INFOGRAPHIC]

Sergio Garcia

4 min read Last Updated Sep 22, 2022

“Be where your customers are” is more than just a basic principle of marketing. It is the foundation of effective marketing, delivering a quality customer experience, and establishing a competitive differentiator. 

Consumers have a wide array of channels to choose from when engaging with businesses. But, chat is one of the leading channels for attracting new customers. 69% of shoppers in the US demand chat features from a business.

However, this communication channel has a big issue: live chat is difficult to scale. When you reach a certain volume, one-to-one communication becomes too expensive. That’s why more and more businesses are investing in chatbots – more than 80% of businesses plan to implement chatbots for converting leads this year. 

Chatbots represent a huge opportunity for you to leapfrog your competitors, with minimal investment. They provide a conversational way for you to convert website traffic into sales-qualified leads while offering support 24/7. 

Benefits of a chatbot

If you’ve ever used a chatbot, you know it can be useful for things like customer service or getting quick answers to simple questions. But did you know that chatbots can also be used for more complex tasks? For instance, chatbots can be used to schedule appointments, make travel arrangements, or even purchase a product or service. 

As artificial intelligence continues to evolve, so too do the possibilities for chatbots. In the future, we may see chatbots that are able to carry on full conversations and replicate the experience of talking to a human being. This will certainly be helpful for both businesses and their customers.

Effective chatbots

As we mentioned earlier, it’s challenging to have a representative constantly available for live chat. This is where a chatbot can step right in. An effective chatbot will:

  • Answer promptly 
  • Respond accurately
  • Provide basic customer service
  • Refer the customer to an agent if necessary

Answer promptly

When responses to a customer are delayed, your business is missing out on an opportunity.

If a customer asks a question and has to wait too long for an answer, they’ll probably move on to another business ready to help them.

Also, keep in mind that a chatbot’s response should be conversational – both in tone and timing.

Respond accurately

Your chatbot should always answer customer questions with relevant and accurate information. 

You’ll need to dedicate some time to write thoughtful, detailed answers to common customer questions. That way, your chatbot’s pre-determined answers will always be correct and helpful. 

For example, if a customer asks, “Where are you located?” – you’d expect the chatbot to respond with your address and phone number. But what if the customer asks that question in a different way like: “What is your address?” or, “Are you still located on Washington Road?”

If you don’t plan ahead, the chatbot may deliver an unrelated answer that can frustrate the customer.

Basic customer service

There are some basic customer service questions that your chatbot can, and should, handle. Questions like:

  • “What services do you offer?”
  • “Do you accept checks?”
  • “What are your hours on the weekend?”

If your chatbot can answer these baseline questions, your customers will receive the information they need without the hassle of a phone call or email.

Refer the customer to an agent

Finally, make sure you have a backup plan in case a customer’s question is too complicated for a chatbot to understand. You’ll want to redirect the customer to either a livechat representative or business text. 

8 best practices for converting leads with chatbots

Now, let’s dive into some best practices that you can start using today to convert more leads with chatbots.

Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads
Chatbot converting leads

Get started with Robin: Birdeye’s chatbot for converting leads

Chatbot converting leads

Generate leads 24/7 with Birdeye Webchat

Birdeye Webchat is extremely versatile and loaded with all the functionality that you need to manage interactions with your website visitors and convert them into paying customers. Make your customer’s queries a top priority and deliver an exceptional customer experience. Over 80,000 businesses use Birdeye to generate more leads, delight more customers, and accelerate growth.

Originally published Sep 29, 2021 1:12 PM, updated Sep 22, 2022

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