Are you tired of answering the same questions over and over again?
Are you tired of answering the same questions over and over again?
Are you tired of answering… Just kidding. We will stop.
You already know how annoying it is to answer repeated questions. You can save yourself some headaches by automating your customer service with FAQ chatbots. And you’ll be in good company – the chatbot industry has made about $83 million in 2021.
You will also enjoy the benefits of e-commerce, such as faster response rates, increased sales, and satisfied staff who can do skilled work for free.
In this article, you will learn the what, how and why about chatbots with FAQs. Then finish with a recommendation of our favorite chatbot (spoiler alert, it’s our Heyday child!)
What is a Chatbot FAQ?
FAQ Chatbots are bots designed to answer common questions people have about a product or service. Often these chatbots are used on websites or customer service applications. Their ability to automate can make time-consuming tasks easier, 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 provide answers to questions even if they are not asked in the way they were originally programmed.
You can integrate chatbots into your social networks like Facebook and Instagram.
Chatbots are often very useful, but they also have their limitations. For example, they may not be able to understand more complex questions or give nonsensical answers if the question is not phrased correctly. You should not use them to apologize to your spouse, write wedding vows, or act as a backup therapist.
Chatbots for FAQs are still under development (right?), but they will get more and more advanced as they mature.
Why Use FAQ Chatbots?
Chatbots based on frequently asked questions have many benefits, in particular, they increase office productivity. By taking less time to respond to messages, you can work on other business goals and spend time on marketing or sales. Here are five good reasons to get a bot.
Save time and labor
Time and money. This is the main reason why everyone does something, including Chatbot FAQs.
Automating common questions eliminates the need for your team to respond manually. This frees them up for other tasks, saving them time and your money.
Avoid human error
The biggest flexibility of chatbots compared to humans is that they won’t make the same mistakes humans do. FAQ chatbots will only answer questions with the information you provide them. This way, if this information is correct, they will provide the correct information to your customers.
Plus, they can’t be rude or inappropriate – unless you make them so, which can be a fun marketing tactic. But a chatbot will never attack your customers, even if they are hostile.
Source: Know Your Meme
Multilingual support
Chatbots are often programmed in multiple languages. If you have clients in a multilingual country like Canada, being able to respond in French and English will increase your client base.
Increase your sales
Your customers often follow a natural path to conversion. The FAQ chatbot can help lead them there. If they come to you with a specific question, such as “Do you ship to Canada?”You can program your chatbot to respond and then direct your consumer where they can go: “Yes, we want. Have you looked at our collection of winter coats?
Increase your response speed
When this is automated, your responsiveness will skyrocket. People love instant gratification — like getting a response on a request — and that love will spill over to your brand.
Source: Rise
Similarly, bots prevent your customers from leaving the page they are on to look for an answer on another page. Make it easy for people to get what they want and they will love you for it.
Chatbot Types for FAQs
There are three main types of chatbots for FAQs:
- Rule Based
- Independent (keyword) and
- Conversational AI
Rule-Based Chatbots
These chatbots rely on given data and rules that determine how they respond. You can think of this bot as a flowchart. Depending on the query entered, it will take your client to the path you set.
For example, if a customer types “How do I get a refund?”your chatbot can prompt them to see which direction it should go, with questions like “do you have an order number, yes or no?”
These bots cannot learn on their own and are easily confused with requests that are out of the norm.
Source: Major Tom
Independent (key) chatbots
These AI bots use machine learning to serve your customers. They parse the data your consumer enters, provide an appropriate response, and then add a few keywords into the mix.
Conversational AI
Conversational AI uses natural language processing and natural language understanding to simulate human conversation.
Not only do these bots learn on their own, but they can understand nuances and carry on conversations with your customers. Head here for an in-depth look at conversational AI and how it works.
What to look for when choosing a chatbot FAQ
Understanding
Most likely, your rule-based chatbots will not understand anything non-linear that customers ask them about. So, if understanding is important to your chatbot, you need to choose one that can understand 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 bounce because there was no chatbot to answer. Make sure your bot has multi-channel and page capabilities.
Ability to speak and reason
Your customers will notice if your chatbot can’t talk. 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 chatbot based on frequently asked questions will give you a positive ROI over time.
No one does conversational AI better than Heyday. If you are looking for the best 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 service at scale.”
With its human-like communication skills, the Heyday FAQ bot answers the same repetitive questions your support team is tired of answering. This frees up your team for meaningful tasks, keeping them active throughout the day.
Source: Rise
Heyday works with an always active chatbot to automate questions and answers. This little bot has helped high converting companies like David’s Tea, whose employees gratefully reported a 30 percent reduction in emails and phone calls in the first month. Overall, David’s Tea has a FAQ automation rate of 88%.
Source: Rise
A customized enterprise product works well for multi-store retailers (like David’s Tea) and large e-commerce sites with over 50,000 monthly visitors. But for Shopify sellers of any size, you can easily automate your FAQs with our quick response templates in the Heyday app.
To start automating answers to frequently asked questions with Heyday, first choose the plan that’s right for your organization. If you use the Shopify app, Heyday will automatically integrate with your store in 10 minutes. Your customers can then interact with it immediately for automatic answers to frequently asked questions. Very simple.