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How Chatbots Are Transforming UX Web Design (and Why Your Website Needs Them)


No matter what your industry is, user experience (UX) is the most important aspect of your web design. Several factors influence the overall UX of a website, and you might be surprised to learn of some of the newer additions you could make to improve your own site’s UX. One of the most recent adoptions in digital business is the implementation of chatbots, or programs that mimic chatting with a live customer service representative over the web.

Why Chatbots?

Chatbots provide a customer service edge that can set your business apart from your competitors and create a conversational user interface that cultivates trust and encourages customer loyalty.  Market research confirms this, as many internet users report high interest in chatbots for various purposes:

These statistics are clear indications that the modern consumer base is ready to adopt chatbots to enhance their customer service experiences. Instead of bogging down internal resources with expansive customer service and conflict resolution teams, chatbots can lighten the load and assist customers with simple requests, direct questions, and problems with their orders. This enables the internal teams to focus on larger customer service issues and growing the brand while simultaneously creating better, more memorable user experiences.

Chatbots Are Changing Modern Web Design

Modern web developers know that it’s crucial to design for UX before aesthetics. A solid user interface (UI) is important, and it’s equally important to ensure the UI flows with the brand’s overall image and design aesthetic. However, the bones of the website create the UX, and the main benefit of using chatbots is better user experiences.

If you want to invest in a chatbot application for your website, you cannot cut corners if you intend to create better user experiences. A good chatbot should be able to assist a customer in accomplishing a task. A great chatbot will make the process fun and enjoyable. However, a bad chatbot application will frustrate customers, waste time, or simply drive users away from your site entirely.

Conversion rates increase with better UX, so your chatbot should meet the same standards of quality you apply to the rest of your site and the content you publish. Chatbots are not a one-size-fits-all addition to any website; it is essential to design a chatbot program from the ground up that reflects your company values, business goals, and brand image. If using your chatbot becomes a chore for a user, he or she will likely abandon the chatbot and leave the site very quickly.

Many modern web design industry analysts predict that AI and chatbot technology will eventually overtake UX as the primary consideration in the web development project pipeline. Eventually, this technology could improve to a point where a customer can have an entirely guided positive experience with a brand through a sophisticated chatbot interface, essentially automating the customer journey with a brand over time. However, regardless of how advanced chatbots become, they will still require solid UX for support and will more likely function as assisted intelligence programs rather than full-fledged AI programs.

Benefits of Leveraging Chatbots in Web Design

Now that you understand the potential for chatbot adoption in the current digital business landscape, it’s essential to weigh the potential benefits of investing in chatbot technology for your website. Chatbots require careful design and consideration; any cut corners could lead to your chatbots responding to customer issues with complete nonsense or other inappropriate responses. Invest in solid chatbot programming to ensure your chatbot reflects your company values and helps you meet your organizational goals.

Chatbots offer tremendous value to the modern business landscape, to both brands and the customers they serve. These programs can help customers solve their problems quickly and efficiently and help a brand stand out in a market niche. Remember, if a chatbot will help make your brand unique, you cannot resort to a cookie-cutter solution for your website. Invest in solid chatbot programming from trusted developers so you can have a uniquely designed chatbot that resonates with your brand message and your customers’ needs and expectations.

As the technologies behind chatbots and AI improve with time, the opportunities for creating better customer experiences with chatbots will only increase. Start thinking of ways to capitalize on this new technology and incorporate chatbot experiences into your strategy for the future.

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