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How to get chatbots to actually boost conversion rates

(TECH NEWS) Understanding your customers’ expectations and beliefs about chatbots can help boost your business AND save you time.

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Chatbots can save you time and money with the right set up, but first you have to get your customer on board with this relatively recent channel of customer support. A 2017 study conducted by Audience, Drift, myclever, SalesForce, and SurveyMonkey assessed consumer perception of chatbots.

Of the 1,051 adults aged 18-64 who participated in the study, only 15 percent had previously used a chatbot. So the results are a bit limited, but provide insight into how to draw in those who are inexperienced or unfamiliar with chatbots.

If you want to have a successful chatbot, aim for the lowest denominator of familiarity to ensure the overall experience is not frustrating. The goal is to reduce other forms of communication, like calls and emails to save your company time.

About two-thirds of respondents said they would value the 24-hour availability of a chatbot. Receiving assistance at any given time is a huge plus.

When you break that response into Millennials versus Baby Boomers, 66 percent of the younger generation like the round-the-clock availability while 58 percent of Boomers valued 24-hour service.

Over sixty percent of Baby Boomers see instant responses to simple questions as chatbots primary benefit. However, they have slightly less confidence than Millennials that chatbots will be friendly an approachable.

Overall, way less than half of those surveyed had faith in a chatbot’s ability to answer complex questions, or provide detailed, expert responses. There seems to be a general understanding that while chatbots offer help for easy questions, they’re not a catch-all for every use-case or advanced scenarios.

In fact, 43 percent stated they would prefer contacting a human for assistance, and a third cited fears that the chatbot would make a mistake.

Chatbots available 24/7 that aren’t able to sufficiently answer customer’s questions can lead to frustration by the time they end up speaking to an actual person if incorrect info is provided.

Not naming names, but I’ve personally experienced the nightmare of asking a chatbot a question only for it to repeatedly provide irrelevant solutions and ask, “did we get that right?” all the while continuing to not answer my question.

I understand a chatbot won’t always have the answers, but it’s still an aggravating experience to deal with a product that doesn’t seem to work in you or the company’s favor.

Other potential barriers to embracing chatbot use included respondents preferring to “use a normal website,” or if they couldn’t interact with the bot in a friendly manner. Some also reported they would not use a chatbot if it was accessible only through Facebook.

Brave souls reporting “nothing would stop me from using a chatbot” only made up 15 percent of respondents.

When setting up your chatbot, make sure you include as many potential questions and answers as possible.

However, there should also be a clear channel to communicate with a real person should the bot provide unsatisfactory or limited help.

Brokerages are using chatbots on their sites already and annoying users, converting nothing. Heed the advice above, understand your consumer and the limitations of chatbots, and your conversion rates are set up for success.

There are plenty of services out there to help you get started with setting up a chatbot, and some even offer free trial periods. Customers may not be totally sold on chatbots over real people, but if you set yours up in a user-friendly way, you could boost your support levels and customer satisfaction, thereby improving conversion rates.

Lindsay is an editor for The American Genius with a Communication Studies degree and English minor from Southwestern University. Lindsay is interested in social interactions across and through various media, particularly television, and will gladly hyper-analyze cartoons and comics with anyone, cats included.

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Real Estate Technology

This glorious productivity app organizes all parts of your day

(TECH NEWS) Sometimes it can be difficult to keep all of the facets of your life organized. This new productivity app works to put all these pieces in one place.

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hombase productivity app

I’ve got an app for that

It’s always astounding to watch the progression of technology and to be able to say “there’s an app for that” for virtually anything. With so many tools at our disposal, including calendars, budgeting and fitness apps, it can sometimes be easy to get overwhelmed with navigating and utilizing each one.

Shockingly, there’s an app for that. Hombase has been developed in order to keep all of your schedules, goals, and news all in one place. “Hombase is an all-in-one productivity app that serves as your personal data assistant. We like to think of it as a mini operating system that helps you live a balanced life.

“Hombase organizes your schedule, fitness goals, budget, and more in one simple interface. With all of your personal data in one place, there is no need to check multiple apps. Receive daily briefings first thing in the morning, and check your personal dashboard throughout the day. All it takes is a few glances per day to stay on top of your game!” according to developers.

Simple to view

While other applications have the capability to pool a bunch of information such as this together, Hombase offers a simplistic and minimal interface that makes keeping track of everything visually appealing.

Their website asserts that Hombase can be beneficial in a series of steps: first, by starting your morning with a daily briefing, second by staying informed at a glance, finally by drilling down for more.

How Hombase operates

With your morning briefing, Hombase provides you with an overview of your day to kick things off. That way you are able to see everything that is expected of you that day, and what you can expect (for example, the weather.)

Hombase places all of your personal information in one dashboard, making it easy to digest with a glance. Some of the information listed includes: weather, events, health, money, news, and tasks.

Finally, by drilling down for more, you selected one of the information tiles which goes into greater detail. For example, by selecting money, there is an option to see charts/graphs that show how and where you are spending your money.

Less is sometimes more

Hombase could be useful for someone who is looking for something a little more detailed than just a calendar, but not something that is completely overwhelming with information.

#Hombase

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Real Estate Technology

Safety scanner checks your IoT devices for vulnerabilities

(TECH NEWS) Our digital footprint is so omnipresent new sectors for discovery and recovery of digital information are emerging – which begs this question: is your IoT information secure?

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IoT

Virtually everything we use for productivity is digitized. We depend on digital communication from our email servers to our printers and just about everything in between.

Our digital footprint is so omnipresent that the IT and law sectors have created an entire new genre of computer programming devoted to the thorough discovery and recovery of vast amounts of digital information. So, then, your work begs this question: is your information secure?

A month ago, an unidentified hacker waged an unprecedented attack on the major internet resource Dyn, rendering the system Dyn is an Internet Performance Manager, which basically means it hosts a ton of information; in this case, Dyn hosts information from companies like LinkedIn and Netflix.

The unidentified hacker breached vulnerabilities in the system in a distributed denial of service (DDoS) attack, where the system is overloaded with a flurry of trash files that leave its components unable to process.

What does that mean?

This kind of attack has tremendous magnitude. It implies twofold: first, that the internet could be knocked offline for large swaths of time; second, that someone is testing major internet resources to assess vulnerabilities.

The CTO of the IBM company Resilient, Bruce Schneier, was able to check in with some major cloud resources on the condition of their anonymity to understand more thoroughly the nature of the attacks.

“[It’s] as if the attacker were looking for the exact point of failure…The attacks are also configured in such a way as to see what the company’s total defenses are,” Schneier blogged in September, “…Someone is extensively testing the core defensive capabilities of the companies that provide critical Internet services.”

We are in a moment in history where technology is exponentially evolving. Start-up developments are as commonplace as a new corner Starbucks. Technology is bridging the gap between the laws of man and the solutions of emerging demands; for example, the startup PayQwick is leading the field in providing cashless money transfer for marijuana businesses, who face opposition from local banks who still must comply with federal financial regulations.

The internet security company BullGuard has developed an IoT scanner to monitor the vulnerabilities of the systems within your own network. The idea behind it is that it may reveal inconsistencies that could then be addressed; it is by no means a fix or even a solution, but it could serve as a base for understanding where to begin. The scanner is available as a web-based browser and is free.

The IoT scanner is particularly relevant now; a recent study showed over half of smartphone users are concerned about the security of their information and that almost three-quarters of smartphone users have no idea how to establish that security.

Three cheers to the ever-developing internet for providing a starting ground for those of us who want to secure our small businesses and personal information. But even more important could be the buds of user-friendly security development.

Ideally, small-scale customers should feel protected and should be able to understand the technology if digital information security is such an all-encompassing commodity.

What does it mean for IT monoliths to have egregious infrastructural weaknesses? And how might those weaknesses trickle down into the smaller-scale pockets of American businesses and lives? Let’s hope there’s already something in development before the option disappears.

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Real Estate Technology

Ottspott runs a phone system inside Slack (no phone required)

(TECH NEWS) Ottspott is a phone system that runs inside Slack. You don’t even have to own a telephone set – you can make and receive all of you calls through your computer browser, without leaving Slack.

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If you’re already running everything in your business though Slack, you might want to keep an eye on Ottspott, a startup currently registering early adopters in beta.

Ottspott is a phone system that runs inside Slack. You don’t even have to own a telephone set – you can make and receive all of you calls through your computer browser, without leaving Slack.

No coding or technical skills are required. Sign up takes less than a minute, and your entire team is integrated into the system – no need to invite team members or have them sign up individually. You simply select a phone number from a list of 9,000 cities in 40 countries, and Slack takes care of the rest. Included are major tech cities such as Dublin, Amsterdam, London, San Francisco, and New York. Ottspott is a great tool for global businesses that want to keep local phone numbers for their customers.

Ottspott can help you with internal communications, as well as calling clients and customers.

You can label calls for efficiency (for example “urgent” or “sales”), and you can have calls automatically forwarded to the appropriate member of your team. Your Gmail contacts are integrated with Ottspott to provide caller ID. You can also create folders of contacts to share with your team. Ottspott can even facilitate conference calls using Slack’s slash commands.

Ottspott notifies you instantly when you receive or miss a call, or when you get a new voicemail. You can then click-to-call from these notifications or from within voicemail, so you don’t need to dial the number.

You can also use OttSpott’s analytic metrics to measure your sales team’s phone performance.

And what if you’re away from your computer? No problem. Ottspott has a built-in voicemail system, and can also forward calls to your cell phone or landline.

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