Have you ever been in a situation where you did not find your question in the FAQ section?
This has happened to me more than once.
Sometimes, we feel that we have one of the most simple queries, but that question is not available in the FAQ section.
This is where a chatbot for FAQ comes into play.
As technology develops rapidly, customers and clients want to be specific and precise about the choices they are making. This results in an endless barage of questions and having a FAQ section becomes obsolete.
In a recent survey, more than 82% of customers responded that quick response time is an essential requirement for lead conversion. This also indicates the restlessness and the rapid pace of technological advancements.
You are at the right place if you are looking for information and grabbing knowledge about FAQ chatbot, its benefits, use cases, and the different types of bots available right now.
What is a Chatbot for FAQ?
Chatbot for FAQs are bots that are specifically designed for answering incoming queries from customers or clients. These chatbots are used on websites, ecommerce pages, and other customer support pages to guide queries from customers.
These bots have AI-powered systems with NLP and ML and work on the question answer format. This significantly increases the quality of customer service, support, and engagement. The FAQ chatbots not only answer queries with ease, but also provide quick resolutions to a number of redundant and repetitive queries from your customers.
One major advantage with FAQ chatbot is that the customers would find it easy to find solutions to their queries. Instead of the need to search for a questionnaire, they are able to solve queries in the form of a responsive chat. This increases the engagement of your customers with your company.
What Are The Benefits Of Using Chatbot for FAQ?
FAQ chatbots provide you with a number of advantages. Starting from cost-effectiveness to quick responses, in this section, we will discuss a few of the top benefits of using chatbot for FAQ.
Increased Engagement
With better and faster response time, the engagement of the system with the customer goes this. Subsequently, higher engagement results in better performance and increased revenue. With an effective customer support response, you can have a higher lead conversion and customer satisfaction.
Quick Responses
Customers and clients on your website do not have the patience to receive a response at a later time spot. A slight delay will result in the loss of customers as they will directly switch to other competitors.
In order to keep the engagement high, you need to provide immediate responses to your customers or clients. With these chatbots, you have the ability to solve incoming queries in a very short span.
Cost Effective
FAQ chatbots are cost effective and very easy on your pockets. This is because the only expenditure happens at the time of deploying chatbots on the platform. Further, these chatbots are available 24×7, thereby ensuring that the users receive the necessary responses within a stipulated time frame.
Minimum Chances for Errors
With FAQ chatbots the chances for human errors and mistakes to creep into the system are minimized. Since these chatbot are programmed and trained, they behave more like robots. These chatbots will not become rude or frustrated to solve the same query over and over again.
Additionally, these chatbots do not carry emotions and feelings; therefore, the replies are consistent and stay the same even after redundant queries.
3 Common Types Of FAQ Chatbot
In this section, we will discuss the three most common and widely used types of FAQ chatbot. This includes
Rule-based Chatbot
This is one of the most commonly used FAQ chatbot. However, this chatbot is being ruled out and will soon become obsolete. In this chatbot, the users are given a list of pre-defined lists, and they have to choose their query from one of them.
This, however, makes it difficult for users to convey their queries in their natural language. Further, in case your clients have a complex query they would not be able to frame the question. In such instances the rule-based FAQ chatbot does not serve its purpose.
Independent (Keyword) Chatbot
These chatbots are more powerful and well-trained in comparison to the rule-based chatbot. These chatbots rely on ‘keywords’ to communicate with the customers. This means that these chatbots answer incoming queries using the same keywords used by the user.
The independent chatbot have the ability to analyze the incoming queries and provide users with effective responses. Further, these chatbots stuff the keywords in their replies, therefore, making it effective for the users to find the response more suitable and lucrative.
Conversational AI
This is by-far the most advanced and the most powerful FAQ chatbot in existence. These chatbots are built on powerful systems that use ML and NLP to understand trends and provide human-like responses to incoming queries. Further, these chatbots continuously learn about the users with every conversation.
FAQ chatbot with conversational AI have the ability to interact and convince users with regular and timely communication. These chatbot are highly engaging and have a high conversion and satisfaction rate among users.
Practical Uses Cases for FAQ Chatbot
Now that we know the benefits and types of FAQ chatbot, let us explore some of the most common practical use cases for these chatbots. These real life examples will provide you with a clear understanding about the usage of these chatbots for various applications.
E-commerce Website
E-commerce websites have become the talk of the town, especially after the COVID lockdown. As more and more people adopt online shopping, the workload of the system also increases. Further, there are a number of different ecommerce websites providing tough competition. The customer care and support team is overwhelmed with queries related to answering product inquiries, tracking orders, explaining return policies, and many more.
FAQ chatbots for ecommerce websites provide quick and effective responses to queries from people. This increases the overall satisfaction and engagement with the users. Further, when users are satisfied with the response to their queries, the conversion ratio is higher, and the incoming revenue also improves.
Customer Support and Service
FAQ chatbots serve as an effective method to address incoming queries targeted towards your customer support team. This not only lowers the workload of your customer support executives but also provides replies to queries immediately.
When users receive responses immediately, they are highly satisfied with the system and engage more with your company. This increases the overall revenue generated and the performance of your company in terms of customer satisfaction.
Must read: Chatbots or Live Chat: Built-in Support Excellence. Choose which one suits your preferences
Banking and Finance
Although technology is improving and becoming better with every passing day, there is still a section of people who still are not comfortable with these technologies. Banking and finance is one such sector affected by simple yet important queries related to checking account balances, transaction histories, loan information, and other such things.
With a FAQ chatbot for banking and finance, you can respond to your customers and provide them with the necessary information in a timely basis. Further, this will keep the engagement and satisfaction rate high, ensuring they stay loyal to your company.
Healthcare
Chatbots for FAQ can be programmed and trained for providing symptom information, scheduling appointments, offering medication guidance, and many more. These chatbots have predefined information and access to a lot of resources, which makes it possible for them to provide reliable answers. Further, patients and users receive information on time.
Also, these FAQ chatbots lower the workload on doctors and other healthcare professionals. They can use their time on other typical tasks that require actual human intervention.
Employee FAQ Chatbot
These chatbots function similar to a HR professional and can serve as an internal tool for knowledge sharing. In most cases, onboarding process is accompanied by a number of questions related to leave policy, salary breakups, compliance, and many more. A FAQ chatbot will solve all such queries without the need for the HR professional to interrupt.
By using a chatbot for FAQ, you can not only lower the workload of your HR professionals but also provide responses to your employees on time. This will ensure that they focus on working rather than using their time on such questions. By increasing the productivity of your employees, the overall turnover and revenue generated also increases.
Conclusion
FAQ chatbot have come up as one of the most redefining technology in recent times. These chatbot are making it easy and convenient for customers and clients to interact with different companies. The chatbot for FAQ solve the most simple as well as the more complicated and complex queries with ease.
By deploying FAQ chatbot on your website, you can improve the overall engagement of your audience and improve your brand awareness. Also, these chatbots lower the workload on your customer support team, thereby contributing towards reducing the overall expenditure.
Frequently Asked Questions
A FAQ chatbot is a system that has the ability to answer incoming queries from users without major delays. With the help of AI, ML, and NLP these chatbots have the ability to answer queries in spite of redundancy and in a human-like form.
There are typically three types of FAQ chatbot. This includes –
Rule-based chatbot
Independent (keyword) chatbot
Conversational AI
The key points to consider while deploying FAQ chatbot include –
The right platform
Training and maintenance
User design and ease of access
About the Author
Aaron Jebin
Aaron Jebin is an enthusiastic SAAS technical content writer interested in writing for new and existing technologies, platforms, and tools. With an experience of over 4 years in technical writing, he is keenly focused on developing articles to provide readers with complete solutions to the common problems that arise in the everyday workplace. His writing mostly focused on team building, work ethics, business analysis, project management, automation, AI, customer and employee engagement methodologies. He has an interest in baking cakes and making stained glass art. He is currently honing his drifting skills.