I’ve posed this question once or twice before…
Does anyone actually interact with chatbots or messenger bots when they’re on a website that has one installed?
If you’re not sure what a chatbot or messenger bot is, don’t worry, you’re not alone. You’ve probably seen the icons (generally in the bottom right side of your screen) that look like a speech bubble, or maybe you have been interrupted while casually browsing on the web by a little beep sound, followed by a bubble popping up asking you if you need help…
I see them all the time, and have grown numb to them. I believe my sensitivity to marketing tactics is on high alert, so I just tune them out.
But if you’re not one to read a great deal of tech news, or catch up on the latest marketing trends, maybe you haven’t become as cold as I have. Maybe you actually engage with these cute little bubbles to take your customer journey to the next level.
What I Really Want to Know is:
I really want to know, if you, as a browser, or customer, actually find these chatbots helpful?
Do you have a preference in which type you happen to encounter? Which type you say? Well you’ll ultimately stumble onto one of three types of ‘live chats’:
Three Types of Chat-Attacks:
- Live chat – Only active when there is actually someone online to answer questions (seeing less and less of this type)
- Chatbots – In place of the above, you now find auto-bots (no Transformers though) that will let you navigate through a predetermined set of questions and answers to hopefully solve your issue, or help you along your purchasing quest. An actual person may be there when you’re on, or they may reply later when active – But they’ll find you on email to regain your attention. This is where you’ll see companies like Intercom and Gist.
- Facebook Messenger – An obvious, yet underused method of having a live chat and chatbot combo on your site. If your business has a Facebook Page (which it should!), in your settings you will find the details on how to set up a Messenger bubble on your website. With this plugin, you will also be able to setup predetermined greetings, response times, and pre-ask common questions to help your visitor.
Do you have a preference? Can you tell the difference?
Post Experimentation Phase
Now that you’re up to speed with what they are, and the different types available, it’s time to break it down into how useful they are from the practical implementation side of things… In other words:
How easy is it to install on my website, and how easy is it for my visitors to interact with?
Installing a QurioBot Chatbot
For this one, I’m going to go hard core mode, and take screen shots as I go. Sounds like a true technoblast :)…
- NEW BOT: I’ll skip the account creation, and jump right into it… This is for the sake of just setting up a quick demo and installing it. I shall not dig into the depths of programming a bot.
Well, that part is easy :)
- NAME BOT and PICK TEMPLATE: A pretty quick step, just give the bot a name, and choose a template (or create your own if you’re brave!)
- FIELDS and INFO – At this point I’m already feeling like this could become more complicated than it ought to be for most nominally-technically skilled people… Again, I’m not going to get fancy, just going to get THIS on to a site.
- Embed into code – So far so good, I just have to copy this little script and paste it into the code of my website. Do you have access to the code of your website? A lot of the time businesses WILL NOT have access, and that’s mostly for their own good… Don’t want you in the code deleting things, right?
- Pasting Quriobot into place – Let’s do it… In most sites you’d be looking to edit your main index file, for a WordPress site, often you’ll be looking at the footer.php. Go to the theme editor, under appearance, and locate the file that has the end body tag…
- Update/save file – Refresh on front end – (if you have caching on to speed up your website, you’ll have to clear the cache and then reload on the front end).
And there I have a bot installed. If not for the time taken to do the screen shots, this probably would’ve been 5-10 minutes, max. However, keep in mind this is a bare bones bot, and not a lot of meat on it yet… The point is, it was easy to install. Kudos to Quriobot!
Implementation on My Site
For a time, I had a simple live chat on my site, but it was a different company. At first they were called ConvertFox, but then changed to Gist.
Gist is very similar to Quiriobot above, but without the programmed prompts, and looked like this:
I had been running the Gist/Convertfox chat button on my website for about a year. I’ve maybe achieved half a dozen conversations through it, and none have converted into customers.
In light of this long test period, and limited results, I think it’s time to install Facebook Messenger on this site, and see how it compares.
How to Install Facebook Messenger on Your Site:
You’ll need to know a little bit about code, thankfully FB provides pretty clear instructions on how to install Facebook Messenger on your site.
Rest coming soon, promise!!!