Chatbots vs Web Forms

By Scarlett Payne | February 1, 2021

USABILITY

Can Chatbots Replace Forms?

In one study, chatbots averaged a 67% increase in sales.

In another, 50% of entrepreneurs said that chatbots convert better than forms.

Regardless, chatbots only work best in certain settings.

Forms Chatbots Can Replace

• Contact forms • Order forms • Basic support forms (if limitations are clear) • Surveys and quizzes • Feedback forms

Chatbot Pros

• Help in real time • Be proactive • Engage with dialogue • Remove error submissions • Responses unique to users • Segment audiences • Track goals • Cross-channel capabilities

Web Form Pros

• Show all questions right away • Level of investment is clear • User familiarity • More formal • Sense of privacy • Sense of security

Should You Replace Your Forms?

It’s less about whether chatbots are better and more about how to use both effectively. Which to use depends on the unique context, product and audience. Sometimes using both captures more leads.

Optimize Chatbots

• Put user experience first • Don’t ask too much • Make CTAs clear • Don’t create detours

Optimize Web Forms

• Put user experience first • Don’t ask too much • Make form-filling easy • Use drop-down lists and checkboxes

As With Most Things...

...Whether you use chatbots, web forms or both should depend on your business. Read the full blog to learn more about each and which is best for you.