What a website chatbot actually does

A chatbot is the small chat window in the corner of a website. For a small business, a good one does three jobs:

  • Answers common questions such as prices, opening hours, areas covered and how to book.
  • Captures enquiries by collecting the visitor's name, contact details and what they need, at any time of day.
  • Hands over to a person by sending the enquiry straight to your inbox, calendar or CRM so you can follow up.

Signs a chatbot would help your business

  • You or your staff answer the same few questions by phone or email every day.
  • People visit your website in the evening or at weekends, when nobody can answer the phone.
  • Visitors look at your site but rarely fill in the contact form.
  • Your reception desk or inbox is busy with simple enquiries that could be handled online.
  • You take bookings or appointments and want people to be able to start that process straight away.

When a chatbot isn't the priority

If very few people visit your website, a chatbot will have little to do. Getting found comes first: a clear website that works on a phone, an up-to-date Google Business Profile and a steady flow of reviews. A chatbot also won't fix a site that is confusing or out of date, so make sure the basics are right.

What a good chatbot looks like

  1. It is honest about what it is. Visitors should know they are talking to an automated assistant, and how to reach a real person.
  2. It sounds like your business. Clear, friendly wording that matches how you talk to customers.
  3. It gives correct answers. It should only answer from information you have approved, such as your real prices and services.
  4. It gets the enquiry to you fast. Details should land somewhere you will see them straight away.
  5. It respects privacy. It should explain what happens to the details people give, in line with your privacy policy.

How to tell if it's working

Track how many enquiries come through the chatbot each month, which questions people ask most, and how many of those enquiries become customers. The most-asked questions are also a useful guide to what should be clearer on your website.

How Sonnatt.ai does it

Every website we build includes a chatbot. It answers your most-asked questions, captures enquiries day and night and sends new leads straight to your inbox, and it can be connected to the calendar, booking tool or CRM you already use. It is built and put live as part of the £995 setup. You can try the one on our homepage, or read more about our website chatbots.