5 Best Chatbot Examples to Significantly Improve Your User Experience

5 Best Chatbot Examples to Significantly Improve Your User Experience

Imagine your online shopping experience.

In the past, customers would browse endlessly to find a product that they like. They scour customer testimonials, product information and referrals to assess their purchasing decision. If they have more questions, then they would schedule a live chat or online call with customer service. 

Today, chatbots are expected to automate these processes. Unlike conversing with customer support staff, chatbots can communicate through a conversational messaging interface. 

It works by letting users choose and tap several options. They can ask for product recommendations, make requests and receive personalized responses from a bot powered by AI

For instance, eBay’s chatbot lets customers send details of the products that they’re looking for like “women’s hiking shoes under $75”. In return, they receive recommendations with their ideal prices and shoe size. 

…and the bot can guide customers along the purchasing process too. It’s designed to collect information on a customer’s needs and intent, so they can seamlessly move across the sales funnel. 

Benefits of Chatbots 

Still not convinced? Let’s take a look at some of the benefits of leveraging chatbot solutions. 

Faster Service

The shift to chatbots is part of an attempt to meet customer demands. As brands grow their customer base, support teams struggle to resolve every complaint and respond to every query. 

In contrast, chatbots can communicate with hundreds of customers at the same time and work 24/7 to boot. Hence, customers can shop conveniently through their smartphones and tablets.

According to Hubspot, 71% of customers use messaging apps to get in touch with customer service so their problems are resolved fast. Additionally,  90% of businesses also claim quicker complaint resolution through chatbots.

Non-Intrusive 

You’ve probably heard this benefit parroted by marketers and businesses who have reaped the benefits from chatbot automation.

Compared to email marketing and social media marketing, chatbots are a non-intrusive means of communicating with customers. The users initiate the conversation with chatbots, not the other way around. Customers can also control whether or not they’ll receive brand-related messages. If they don’t want to continue communication, they can mute the conversation.

Gain Customer Insights 

By asking questions and assessing shopping behavior, chatbots can generate personalized product offerings for their customers. They can determine the products to upsell, redevelop and market based on a user’s data. It’s eerily similar to communicating with a staff that knows all your likes, dislikes and preferences. 

How Chatbots Can Improve User Experience

Chatbots can significantly boost a businesses’ user experience by providing faster and personalized service. 

How can your business leverage chatbots? Here’s a list of companies that have upgraded their sales funnel through chatbots. 

1. Sephora 

Sephora maintains its status as a leading beauty brand by being an early adopter of chatbots. 

Let’s take a look at the several bots they’ve launched in recent years:

Sephora Reservation Assistant

The company launched the Sephora Reservation Assistant—an appointment booking bot for scheduling makeovers at Sephora stores. Users can specify their desired services, determine potential dates, and find the nearest in-store outlet. Rather than hiring an employee for the job, a chatbot is a cost-effective means of providing service to customers. 

Sephora Virtual Artist

Sephora Virtual Artist is a groundbreaking app that offers 3D live product experiences for users. 

Fashionistas can try products virtually and find the perfect shade with a few taps on their smartphones. Some looks are created by Sephora experts so you can get inspiration for your future look. Plus, there are beauty tips and tricks users can learn to look their best while wearing Sephora’s products. 

Kik Bot 

The popular Kik platform on Sephora offers make-up tips, style inspiration, custom content and how-to videos aimed at teens and young adults. 

To become relevant for their consumers, Sephora collaborated with Helen Phillips—a Sephora Collection National Artist—to create prom makeup tutorials and conduct Q&A sessions. The community submitted a total of 1,500 questions featuring tips on covering their acne and maintaining their look during the dance. Not surprisingly, the campaign got more than 600,000 Kik bot interactions and 132,000 views per month on Sephora’s Facebook Live. 

2. HelloFresh

HelloFresh is the largest meal kit delivery service in the United States.

Prior to adopting a chatbot solution, their customer support team struggled with a large number of customer messages. Each member took six to twelve hours to help users resolve their issues. 

The solution? Freddy – the HelloFresh chatbot – was born. 

Freddy is a convenient tool for addressing inquiries and cutting wait times. The bot can determine a customer’s intent and attempt to resolve their issues, before contacting a customer support representative. 

In recent years, Freddy’s responsibilities have expanded to include:

  • Providing HelloFresh blog content and news;
  • Providing Spotify playlist recommendations so customers can enjoy good music while cooking;
  • Offering reminders so customers can remember their weekly food orders;
  • Reaching out via messenger to online users that commented on their Facebook page; and
  • Engaging users through breakfast quizzes to promote HelloFresh products. 

In 2018, HelloFresh had an average response time of 5 hours. In 2019, this dramatically decreased to 1 hour and 11 minutes in spite of a 47% boost in messages! Freddy also achieved a 56% chatbot conversion rate which means more sales for their business.

3. Aerie by American Eagle 

Aerie—a sub-brand of American Eagle Outfitters—offers lingerie, swimsuits, and apparel for women. The brand owns a Facebook Messenger Bot aimed for its Gen Z target customers. 

The bot finds users’ needs with a simple  ‘this or that’ game. From the start, users can choose from two product images, and their answers enable the bot to determine their body type and needs. After choosing from several options, the bot can deliver personalized products tailored to their personal style. They can even shop based on an occasion like date nights and hangouts.  

What makes Aerie stand out from other online retailers, is that customers can shop with an image in mind. All they need to do is snap a pic with their camera. In return, they’ll get similar styles from the brand. If customers find an item in-store, Aerie’s chatbot can also suggest additional products so they can build an outfit. 

Aerie’s early adoption of chatbots paid off. Their business gained more than double the average number of monthly users across the brand’s social media channels.

4. Booking.com

Booking.com is a metasearch engine for hotels and accommodations. 

They launched a Booking Messages interface which enabled accommodation providers to communicate with customers through an app and web-based chatbot.

Right from the start, the bot connects users with hotel and accommodation staff.

There’s no need to micromanage interested tourists because the bot comes with pre-translated templates and predefined requests so users can make requests and reservations with just a few taps. The chatbot can also manage inquiries related to payment, check-in and check-out times, bed preferences, parking preferences, date adjustments, and WiFi availability. 

For example, users making a booking request can receive a confirmation text from messenger to verify the transaction.  Users can easily communicate with the bot to address their inquiries before, during and after their stay. 

Unlike most companies, this chatbot was developed in-house. The team claims that their bot can handle 50% of a customers’ post-booking accommodation inquiries. 

5. Amtrak

Amtrak is one of the largest passenger railroad services in the United States.  

By launching their “Ask Julie” chatbot and virtual assistant, the company saved $1 million on customer service. 

Julie is an advanced chatbot that can answer customer queries through natural language so it feels like you’re communicating with another person. If you have questions regarding your booking, the chatbot can quickly provide answers and relevant information.

According to Amtrak’s website, here’s a list of services that Julie can provide:

  • Planning a vacation
  • Navigating Amtrak.com
  • Amtrak Guest Rewards program
  • Booking reservations
  • Station and route information
  • Frequently Asked Questions
  • Policies

While Julie has so many responsibilities, it can answer an average of 50,000 calls per day and about 20 million calls per year. These capabilities are nothing compared to a human employee.

As a result, Amtrak was able to increase their booking rate by 25% and boost user engagement by 50%. Interestingly, bookings made via Julie led to more than 30% of revenue as compared to bookings made through other platforms. 

Conclusion 

Chatbots can significantly improve the user experience of customers. 

They can be automated to provide customers with answers, personalized recommendations, and relevant advice for every issue that could pop up. This fast and efficient response eventually leads to more conversions in the long-run. 

We hope that the tips in this article inspired you to jump in the bandwagon and launch your own chatbot. 

How will your business use chatbots to improve the customer experience? Let us know in the comments below.


Emil Kristensen is the CMO and co-founder of Sleeknote: a company that helps e-commerce brands engage their site visitors—without hurting the user experience.

Emil Kristensen

CMO and co-founder, Sleeknote

How to Create Smart Content to Improve Your Marketing Strategy

How to Create Smart Content to Improve Your Marketing Strategy

Only 28% of B2C marketers say their approach to content marketing is extremely or very successful. And only 33% have a documented content strategy.

That’s just not good enough.

Content is the backbone of any good marketing strategy. Yet, the majority of marketers’ attempts are not as effective as they could be.

If this is the case for you, you’re probably wondering: where am I going wrong?

The truth is, you need an intelligent strategy to increase content performance.

Here’s how to improve your content marketing strategy.

1. Utilize Analytics

What’s the smartest way to create content? Use the data you have on-hand to inform the type of content you produce.

According to SEMRush’s Practical Guide to Data-Driven Content Marketing:

At this point, we can state with confidence that high-quality content relies on precise analytics and trustworthy data. When content is not supported by data, you can never be sure that it will directly hit the audience’s pain points and contribute to your objectives.

Essentially, you can guarantee that your content will serve your audience and your brand goals, by using the data you gather from analytics.

Use your data to create variations on your top-performing content.

In Google Analytics, head to Behavior > Site Content > All Pages.

Here you will find a number of metrics, such as pageviews, dwell time and bounce rate:

google analytics performing contents

Through looking at this data, you can answer some key questions about your content.

What are the most popular content frameworks e.g. ultimate guides, infographics, case studies, etc.?

And which topics do my readers enjoy most?

You can filter the results according to your objectives.

Let’s say, you want to keep people on your site for longer – then you would look at the posts with the highest average time on page:

google analytics time on page

Use this treasure trove of information to create variations of your most popular content.

For example, if your audience digs infographics then you should start creating infographics at regular intervals.

Or if a particular topic performs well, let’s say, “decorating on a budget”, then try similar topics, e.g. “DIY decorating” or “decorating kitchens on a budget” and so on.

The point is, use your existing content to create new content that’s guaranteed to perform well every single time.

2. Refresh and Repurpose Content

Not all content ages well, like a fine wine or a George Clooney.

You need to refresh and recycle outdated content regularly.

Otherwise, all of the blood, sweat, and tears that went into its creation goes to waste as content becomes stagnant and useless.

The cool thing is that repurposing content is a strategy that really works.

One brand got 50% more clicks when they recycled a blog post into an infographic the following year.

Your first job is to update and improve existing content. An easy way to find content in need of a refresh is to use Analytics.

On the same page as above, sort your results by unique visitors.

Find pages that have a high number of unique visitors but also a high bounce rate:

This indicates that this content is no longer relevant and you should update it. We, at Sleeknote, know this better than anyone.

When we relaunched our blog post on Facebook lead ads, we increased our organic traffic by 290.67% in 3 weeks.

facebook leads analytics

You can also repurpose content by converting it into other formats.

Follow speaker, Brian Fanzo’s example:

[I] record my podcast on Facebook Live, upload audio to iTunes, create a blog post, take 4 best quotes from the episode and create graphics for Pinterest, take 4 clips from a month’s worth of episodes and create a 2-minute video to use as a Twitter video.

The moral of the story is: Get the most out of your content, even if it’s gone stagnant.

3. Produce Linkable Assets

You’re always going to have to make earning links a major part of your marketing strategy. Why?

Some SEOs believe links are the #1 ranking factor.

So, if you haven’t been focusing on acquiring links, now’s the time.

The best way to earn links is to create epic, in-depth pieces of content worthy of links, i.e. linkable assets.

Say buh-bye to shady techniques.

Here are a few examples of strong linkable assets:

Infographics

Others use and link to them because they’re simply interesting or they add value to their posts i.e. they explain a complex topic visually and succinctly.

Here’s a nice example from CarRentals.com:

car rentals infographic

Original or Compiled Research

People link to such as a key source or reference point for their arguments.

Or, of course, as a matter of interest.

See this example from MyFitnessPal:

myfitnesspal study example

Long-Form Guides

These are incredibly useful and thorough.

They’re linkable because people would rather link to one strong source than several inferior ones.

Take a look at this guide from The Beard Club:

long form guide

At the end of the day, short, simplistic blog posts aren’t going to cut it when it comes to bagging links.

You have to create strong assets that you can shop around.

4. Show Off Your E-A-T

If you want your content to perform well, you can’t be a basic… so-and-so any longer.

Since Google’s August 2018 broad core algorithm update, your content has to display your E-A-T (Expertise, Authority, and Trustworthiness).

This is particularly important if you’re selling something or are in a health and lifestyle niche, i.e. Your Money or Your Life websites.

There are several ways you can increase E-A-T.

First, make sure all content is well-researched, using credible facts, sources, and data throughout.

This is a good example from GreenLine:

e-a-t content guidelines examples

Furthermore, you can work with experts or influencers to create content.

In the following example, Etsy’s tips come from a legit health and wellness coach.

In other words, they’re not just randomly made-up by some copywriter.

E-A-T content example

The point here is, if you make everything you write credible and verifiable, your content will rank better.

Key Takeaways

You need to use smart techniques to create content that contributes to your overall marketing strategy.

Firstly, utilize data to find topics and formats that work well for you and do more of the same.

Refresh and repurpose content regularly to get the most value from your content.

Create content that’s actually worthy of links.

And finally, infuse blog posts with E-A-T to up its performance in the SERPs.

Now it’s over to you.

Take the first step and open up Analytics to find your top-performing content.

Emil Kristensen is the CMO and co-founder of Sleeknote: a company that helps e-commerce brands engage their site visitors—without hurting the user experience.

Emil Kristensen

CMO and co-founder, Sleeknote

Featured Image Credits

Image by Diggity Marketing from Pixabay.

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