I’m a big fan of chatbots, but I can’t say that every company needs a chatbot. There are many more sectors where a virtual assistant or bot is worthwhile and I would recommend other companies to invest their budget in other measures.
Today I am focusing on providers of subscriptions or free contracts.
I highly recommend using a virtual assistant here!
The picture shows a classic comparison table of a subscription model.
But does everyone understand that? For example, do you know which countries belong to “Western Europe”? When can you cancel the subscription? And what is the difference between high-speed Internet and 30 M/bits download?
A customer advisor could explain this to you in just a few minutes. And a customer advisor could even advise the customer on their requirements and thus prevent them from making the wrong decision.
Many websites already include a live chat on the page of the price table, which only opens, for example, if a user has remained in the same position with the mouse for X seconds.
I recommend using a virtual assistant at this point. Why?
The bot guides users through the consultation process right from the start and asks all the questions needed to suggest the right offer to the website visitor. At the same time, the user can ask questions at any point and the virtual assistant answers them automatically.
As a provider, you avoid losing your users in non-transparent price tables. At the same time, you save your UX designers the trouble of creating a price table that is as user-friendly as possible.
(If you don’t want to do without the classic 3-pillar display completely, you can still leave it on the website and also activate the virtual assistant).
So, to summarize, why do I recommend a digital assistant to you as a provider of subscriptions or freemium models?
The benefits for you as a provider:
– Appropriate customer advice right from the start – no dissatisfied customers because they feel they have received poor or incorrect advice and have chosen the wrong subscription
– Customer service around the clock (24/7)
– No long usability tests for the price and feature table
The benefits for your customers:
– Individual and precise advice
– No wrong decision when choosing a subscription
– No unanswered questions about the individual offers
– No annoying reading of FAQs and small-print terms and conditions
Your investment
Of course, the virtual assistant does not automatically come to your website.
It requires an investment on your part. Ideally, you already have all the information on subscriptions, prices and features in a database. If not, you would still need to create them, but that shouldn’t take long.
You then start with a kick-off workshop in which you define which domains (questions and areas) the chatbot should cover. You can also map out the customer journey of your typical customers (including several persona groups) and determine how the chatbot maps the individual stages.
Then decide on a software or provider that will help you implement your bot.
(I do not want to disclose questions about development costs here, as these can vary greatly depending on the implementation. However, you are welcome to write me a message and I will try to give you a rough estimate).
Depending on how quickly you and your team or partners work, you should have the first bot online after around 2 months. This means that if you hurry, your virtual assistant will be ready by Christmas.
Did you like the article or do you feel addressed and would now also like a digital assistant to advise your customers and explain the differences between the individual subscriptions?
Then I look forward to hearing from you. I will be happy to support you during the workshop to define the chatbot or during the implementation phase. ( sophie@hundertmark.ch )
