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How An FAQ Bot Can Unlock These 5 Benefits
Matt Lo
written by
Matt Lo
last updated
September 10, 2020
How An FAQ Bot Can Unlock These 5 Benefits

Your users want answers in less than 10 seconds. Otherwise, they will leave your website without knowing what you provide.

Engaged users have a higher chance of:

  • using your newsletter signup form
  • finishing an onboarding process, or
  • offering to pay for whatever you’re trying to sell

So how do you keep your users engaged?

95% of users are leaving your website immediately. Only 5% care enough to stay for a little bit longer.

The answer lies within frequently asked questions.

But it’s not the simple FAQ page with accordion-like functionality that you’re used to. It’s an FAQ Bot that lives on every page and offers a wide array of functionality, which includes finding answers.

I’ve put together five important benefits FAQ Bots offer you so your website can keep users engaged and make you more money. And, as a bonus, I’ve added some notes about live chat agents and chatbots (A.I. bots) so you can compare them with FAQ Bots.

24/7/365 Support By Default

Unfortunately, most users demand that website operators be online all the time. That being said, you don’t need to be reckless and choose the first live support service that comes to mind. There is an array of good options, of which FAQ Bots belong.

FAQ Bots can serve users on all pages, and operate continuously through the day and night.

A bot often operates on the bottom right-hand corner of your website, acting as a website lifeguard for when your users need help.

Below is an image of a typical user behavior problem and how an FAQ Bot can offer support: bots vs. live chat after dark.

After dark, bots have a much higher chance of solving a user problem.

The bonus of having a 24/7 autonomous bot is the continuous data stream of interaction, questions, and email addresses you receive. Your user engagement data starts to fill out and trends start to form.

80% Cheaper Than Live Support

Most websites now currently install a live support bot (with human agents behind the scenes) or an artificial intelligence chatbot. FAQ Bots replace live support and AI bots in most situations.

Bots offer identical support without using real or augmented conversations.

The average cost for a live support bot with auto-reply features costs about $50 per month, and the cost doesn’t stop there. If you’re running live chat yourself, you’re losing daily focus and time, which is money for the company.

If you decided to hire off-shore virtual assistants or local college communication majors, you’ll be adding another $500 per month for your on-site support costs.

With newer chatbots being released, costs are even higher. Leading companies that offer chatbots start at $99 and go as high as $500 per month. For a startup or small business, this can often be 2x or 5x your overall web hosting costs.

Additionally, a marketer or business owner needs to continuously maintain the chatbot workflows, since it’s reliability depends on your input, not the user’s input.

FAQ bots usually range from free to $20 per month.

It’s cheaper to run because the database of questions is progressively provided from your users instead of continuously answering the same question repeatedly.

Search-First Experience

When you run into a problem and you think the internet has a solution, what do you do?

Most likely, you:

  • go to Google,
  • type in “how can I…” or “what is…”,
  • browse the first 3 to 5 results, and
  • finally find your answer

Bots that offer a search-first experience mimic the same process, but instead of going to Google, they go to your knowledge base. Most users prefer to search, and are delighted when they can use their tool of choice to find answers.

Unlike users who are forced to engage in the ceremony of conversation, users in a search-first experience are in control of how they want to receive support.

The experience leads to a natural way of receiving automated customer support. Your users know there’s no person or robot they need to deal with, which gives them more confidence that they are calling the shots.

End-User Confidence

Your users want to feel like they can accomplish anything when they’re on your website.

Bots are:

  • well understood by your users 
  • provide a peace-of-mind support experience

But some bots still fail to provide end-user confidence. For example, a business that installs live chat on a website is only available during business hours.

Users who need support during off-hours:

  • feel frustrated 
  • lose confidence in your website and brand

When users are presented with 24/7 support and a search-first experience, they develop confidence on your website and in your brand.

FAQ Bots are immune to availability woes you’d normally see in other bots. The worst-case scenario for an FAQ Bot is that they can’t find the answer in their database.

Good bots will often have a “ask a question” feature, so your users are never being left behind when they don’t find an answer. Some even integrate with your CRM and mailing lists so you have:

  • followup engagement
  • improved lead generation

Data Ecosystem

Good user experience and solid user confidence will unlock more opportunities on your website.

For FAQ bots, data:

  • is a foundational pillar
  • unlocks a treasure of user behavior
  • automatically gives you more than other bots

Users might ask questions you didn’t come up with, and they may ask them on pages you would never predict. With more complicated setups, bots can even integrate with your Facebook Ads Pixel or Google AdWords tracking.

For example, at my company, some users were asking about a11y (accessibility) and GDPR compliance on our pricing page. With the information unlocked from our bot, we:

  • took action
  • improved our messaging around the site
  • added the necessary questions within the bot

FAQ Bots give you highly relevant and impactful user feedback about your website and product.

In addition to user feedback, you also gain a unique insight into user behavior. With Google Analytics, you can measure:

  • how users are acquired,
  • where they are feeling engaged
  • where the failure/success paths are

The best FAQ Bots ship events to your analytics reports and give you a holistic picture of user experiences.

Conclusion

These benefits of a FAQ Bot top the traditional benefits you get with ordinary FAQ pages. Bots are a growing trend, and will be even more important moving forward. It’s time you act.

To learn more about how you can get these benefits, click this link and start using an FAQ Bot on your website.

What do you think about bots? What do you think about an FAQ Bot? Leave a comment below and let me know.

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Matt Lo
Matt Lo

Matt is a Chicago-based entrepreneur with over a decade of experience building highly scalable web-based technology solutions. Knowledgable in 12 different programming languages and experienced startup veteran; having worked on 6 others. He's currently the founder and CEO of ChipBot. You can reach Matt on Twitter, LinkedIn, or StackOverflow.

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