UX Design is very important in developing chatbots and voice assistants. In this piece, we explore some of the best UX design tools in the industry and detail ways this new type of technology may be useful to your business.

Chatbots provide your business with various benefits: They automate interactions with customers. They generate new leads. They help you move consumers through the sales funnel. Consumers can ask these bots questions in real time and receive a quick response to their answers. It’s no wonder, then, that 80 percent of businesses will adopt chatbots to increase revenue by the end of 2020.[1]

Using the latest artificial intelligence (AI) and UX design tools, you can simulate real conversations with customers, just like you would over the phone or via email. As a result, chatbots can change the way you do business. Here are three benefits of conversational design that you need to know about this year.

1. Reduce Labor Costs

Hiring and training staff to execute your customer service processes is laborious and expensive. With conversational design, you can automate interactions using voice or text, which will save you a considerable amount of money in the long run. Consequently, you can reduce the amount of customer service staff you hire and still provide excellent levels of service to consumers.

You might be reluctant to incorporate conversational design into your marketing, but there’s no need to worry: “The number of businesses using chatbots has grown exponentially,” says Sawaram Suthar, writing for Chatbots Magazine.”[2] “Chatbots docked to Facebook’s Messenger have increased from 30,000 in 2016 to over 100,000 today. Every major company has announced their own chatbot and 60 percent of the youth population uses them daily.”

2. Improve Customer Service

Customer service can make or break your business. Seventy-eight percent of customers have abandoned a transaction or not made an intended purchase as a result of poor service.[3] Moreover, it takes 12 positive customer experiences to make up for a negative one.[3]

Conversation design will optimize your customer service processes in a number of ways. You can program a chatbot to address common customer service problems, for example, or provide consumers with valuable information. In addition, customers will be able to talk to you 24 hours a day, seven days a week.

3. Gather Customer Insights

Conversational design is a great way to gather valuable insights about your customers.[4] You can collect information about consumers (phone numbers, email addresses, interests, etc.) and use these details to fine-tune your marketing campaigns. You can even tie this data to your customer relationship management system.

Creating a chatbot to gather all of this information isn’t easy. You will need advanced knowledge or coding and AI, and it could take you a long time to customize scripts and actions for your bot. There is a solution. Botsociety is a conversational design suite that does all the hard work for you. Create a preview of your next chatbot or voice assistant for the world’s biggest platforms — Facebook, Google Home, Slack, etc. — with just a few clicks.

These are just three of the business benefits of incorporating conversational UX designs into your marketing strategy. Using a chatbot can reduce labor costs, improve customer service and provide you with valuable customer intelligence. As a result, you can engage with consumers on a deeper level and move them through your sales pipeline.


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Bianca Nieves

Digital Marketing Manager at Botsociety