Tired of answering the same questions over and over?
Tired of answering the same questions over and over?
Tired of answering… I’m kidding. we will stop.
You already know how irritating it is to answer repeated questions. You can save yourself the headache by automating your customer service with FAQ chatbots. And you’ll be in good company – the chatbot industry made roughly $83 million in 2021.
You’ll also enjoy e-commerce benefits such as better response rates, increased sales, and happy staff who are free to engage in skilled work.
This article will walk you through the what, how and why of FAQ chatbots. Then finish with our favorite chatbot recommendation (spoiler, it’s our sister product Heyday!)
FAQ What is a chatbot?
FAQ chatbots are bots designed to answer people’s frequently asked questions about a product or service. These chatbots are often used on websites or customer service applications. Automation capabilities can alleviate labor-intensive tasks such as answering repetitive questions.
Most bots – at least those that use Natural Language Processing – are programmed to understand how humans communicate with tools like AI. They can answer questions even if they are asked in a different way than they were originally programmed for.
You can integrate chatbots with your social media platforms such as Facebook and Instagram.
FAQ chatbots can be very useful, but they also have their limitations. For example, they may not understand more complex questions or give silly answers if the question is not written correctly. You should not use them to apologize to your spouse, write your marriage vows, or act as co-therapists.
FAQ chatbots are still a work in progress (don’t we all?), but they’ll get more refined as they continue to evolve.
Why should you use FAQ chatbots?
FAQ-based chatbots have many benefits – they increase office productivity in particular. With less time to respond to messages, you are free to work towards other business goals and devote time to your marketing or sales. Here are five useful reasons to get yourself a bot.
Save time and labor costs
Time and money. This is the main reason why everyone does anything, including the Chatbot FAQ.
Automating FAQs saves your team from having to answer manually. This frees them up to do other tasks, saving them time and money.
Avoid human error
The greatest flexible chatbots they have on humans is that they won’t make the same mistakes a human would make. FAQ chatbots will only answer questions with the information you give them. So, if this information is correct, they will pass on the correct information to your customers.
Also, they can’t be rude or inappropriate – as long as you don’t do them that way, it can be a fun marketing tactic. However, a chatbot will never attack your customers, even if they are hostile.
Source: Know Your Breast
Multi-language support
Chatbots are often programmed to speak more than one language. If you have customers in a multilingual country like Canada, being able to respond in both French and English increases your customer base.
Increase your sales
Your customers often follow a natural journey to conversion. An FAQ chatbot can help direct them there. “Do you ship to Canada?” If they come with a specific question like You can program your chatbot to respond, then direct your consumer to a place they might want to go, “Yes, we do. Have you looked at our winter coat collection?”
Increase your response rate
Once automated, your response rate will skyrocket. People love instant gratification—like getting an on-demand response—and that love will reflect on your brand.
Source: heyday
On a similar note, bots prevent your customers from leaving the page they’re on to search. another page to find an answer. Make it easy for people to get what they want and they will love you for it.
FAQ types of chatbots
There are three main types of FAQ chatbots:
- rule based
- Independent (Keyword) and
- speech artificial intelligence
Rule-based chatbots
These chatbots are based on given data and rules that determine how they respond. You can think of this bot like a flowchart. Optionally, it will direct your customer to a path you specify.
For example, if a customer asks “How do I return?” if he writes. Your chatbot asks, “Do you have an order number, yes or no?” Ask them to see which direction they should go with questions such as:
These bots cannot learn independently and can easily get confused with requests outside the norm.
Source: Major Tom
Standalone (Keyword) chatbots
These AI bots use machine learning to serve your customers. They analyze the data your consumers enter, generate an appropriate response, and then add a few keywords to the mix.
speech artificial intelligence
Conversational AI uses natural language processing and natural language understanding to simulate human speech.
These bots can not only learn on their own, but can also understand the nuance and chat with your customer. For an in-depth look at speech AI and how it works, go here.
FAQ What should be considered when choosing a chatbot?
to understand
Most likely, your rule-based chatbots won’t understand anything non-linear your customers ask them. So if understanding the FAQ is important to your chatbot, you’ll want to choose one that can understand the context.
Ability to be where your users are
Your users may have questions in all areas of your site and at all touchpoints. The last thing you want is for them to come back as there is no chatbot to answer. Make sure your bot has omnichannel and page capabilities.
speaking and reasoning abilities
Your customers will notice that your chatbot is unable to chat. You’ll also want your bot to be able to figure things out on its own – so you spend less time fixing bugs or fixing bugs. A smart, conversational FAQ-based chatbot will give you a positive ROI over a period of time.
No one does speech AI better than Heyday. If you’re looking for a top-notch FAQ chatbot example, this is our top pick.
How to automate FAQs with Heyday
Heyday is a customer messaging platform for retailers that “combines the power of Conversational AI with the human touch of your team to deliver 5-star customer experiences at scale.”
With human-like speaking skills, Heyday’s FAQ bot answers the same repetitive questions your support team is tired of answering. It keeps your team busy throughout the workday, freeing them up to do meaningful tasks.
Source: heyday
Heyday works with an always-on FAQ automation chatbot. This little robot has helped high-converting companies like David’s Tea, whose employees gratefully reported a 30% reduction in emails and phone calls in the first month. Overall, David’s Tea has an FAQ automation rate of 88%.
Source: heyday
The custom enterprise product works well for multi-location retailers (like David’s Tea) and high-volume e-commerce sites with more than 50,000 monthly visitors. But for Shopify merchants of all sizes, you can easily automate FAQ responses with our quick reply templates with the Heyday app.
To start automating your FAQs with Heyday, first choose the plan that’s right for your organization. If you’re using the Shopify app, Heyday will automatically integrate with your store within 10 minutes. Then your customers can immediately engage with it for automated FAQ responses. Simple.
