If extending your digital footprint with a chatbot is on the table in your organization, look no further—this blog post is for you. If you are wondering what chatbots can do for you, then this blog post is for you, too. And if you are looking to replace your current chatbot platform—you guessed right—this blog is also for you.
And if you are already using or exploring Sitefinity, that’s even better. We’re about to look at the benefits of using NativeChat and Sitefinity and see how they click together to deliver more value and shorter time to market.
Now, if you answered yes to all of the above, then I guess even more questions are coming. Let’s roll.
Before looking for a solution, you can start by defining the problem you are trying to solve. Here are a few questions that help:
For one, you may be trying to modernize your digital experience and engage your audience. You are always on the lookout for ways to enhance your digital presence and improve the conversions across your digital channels. Chatbots are a great addition to your DXP when it comes to pointing your audience to the correct resources. You can craft conversations that collect all the information you need and guide the customer on the journey that is most relevant to them.
You want to automate repetitive tasks and take the pressure off your staff. Your business might rely on booking appointments or demos, submitting applications and requests or getting quotes. In all those cases, chatbots can help you define a conversation flow, which makes it easy and intuitive for users to complete a task—and therefore move down the funnel—without the need to involve a human.
You want to enhance self-service and automate the first level support. You probably have multiple sets of FAQs on your website, and you want customers to have easy access to this information. Customer service chatbots can learn how to answer the frequently asked questions and save your customers and support teams some time to focus on the important work. And still, they know how to hand over to a human when needed.
NativeChat can do all of the above. The robust conversation flow builder allows you to define sequences for automating repetitive tasks and allows you to easily connect to your CRM, MA, and other backend systems of choice. Moreover, the FAQ builder UI allows you to define the frequently asked questions, answers, and their variations in minutes. And based on rules you define, the bot can hand off the conversation to a live agent. All of that, with a great analytics dashboard and conversation history so you know just what to tweak and how.
You want a chatbot that is smart. NativeChat uses Natural Language Processing to detect the user intent and extract meaning. Your bots learn over time and know how to pick the best answer based on previous conversations.
You care about relevance and personalized experience. You know there is no “one-size-fits-all” when it comes to interactions with your audience. NativeChat allows you to pull information from various systems of record, including Sitefinity Insight, and personalize the conversation flow based on this information.
You want to be connected and present on multiple channels. Web, mobile, voice, text—you name it! NativeChat supports publishing to any website, Facebook Messenger, Viber, LINE, Alexa, Twilio, Twilio Voice, Microsoft Teams, NativeScript Mobile App, and our team is constantly adding more channels! Moreover, the REST API allows integration with various other systems.
NativeChat is secure and compliant. It is SOC2 certified, GDPR and HIPAA compliant. Moreover, we have options to spin up a dedicated environment in the cloud just for you, if your governance rules demand so. This way, you can connect with your users and adhere to a variety of sensitive data requirements which are not covered by multi-tenant deployments.
Hopefully, that was enough to answer your whys, so let’s dive deeper into the specifics.
The integration between NativeChat, Sitefinity, and Sitefinity Insight can significantly decrease the time to market. Here are some of the integration points we offer out-of-the-box:
Personalized chat widget
The NativeChat widget allows you to easily publish and configure personalized chatbots on different pages, language versions, and page templates.
The Sitefinity widget is customizable, which allows you to define different expressions to start the chat with. For example, at a financial institution, for customers interested in your mortgage loans, you might want your chat to start with a guided conversation focused on your loan offerings. And for the audience interested in your savings options, you would want to start by focusing on savings.
Insight context & cognitive flow personalization
The personalization does not have to be at the beginning of a conversation. NativeChat can use the Sitefinity Insight context and data to enable you to modify the conversation flow at any moment. You can skip or change a question based on the user information you have so far, or instruct the bot to pop up when the moment is right.
You probably already have numerous FAQs on your website, and we would hate to see you struggle to train your chatbot with them. For this reason, we created a streamlined integration which allows you to send your Sitefinity FAQs directly to NativeChat and train your bots, without the need to manually recreate and manage FAQs in both places. You can then add variations of your questions and answers in the NativeChat portal to improve the bot's understanding.
We are continually looking for ways to improve your experience with Sitefinity and NativeChat, and we are validating ways to make the integration more streamlined and valuable.
We are in this together, and we are here for you. The Sitefinity and NativeChat teams are working together to deliver more value. We know both products and we understand your questions, challenges and ideas for further integration.
By now, you might be wondering…
If you have opted in on the chatbot add-on in your Sitefinity license, you can start right away. The Sitefinity connector for NativeChat allows easy, low-code, drag-and-drop integration. If you’re new to Sitefinity or just about starting to consider web chatbot integration, your sales rep will be happy to hear from you! Of course, you’re welcome to get in touch right away.
So many questions… Did we manage to answer them, or do you need more information? Here’s a good place to start your discovery of integrated web chatbot experiences and industry-specific chatbots and get answers to some frequently asked questions.
Are you ready to take the next step in delivering superior digital experiences? We’d love to hear from you!
Katalina is part of the Sitefinity Product team, focused on the Core CMS and NativeChat. The part she enjoys most about her role is talking to customers, partners, and colleagues. In her free time, she often plays video and board games, practices sports, and occasionally writes code.
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