Is it possible to add forms in the beginning of conversations?

In a context of virtual assistance for travelers, it is crucial to provide a seamless and efficient experience. The inclusion of personal information collection forms at the beginning of the conversation, while it may seem like a convenient approach, is generally not recommended. In this article, we will detail the main reasons why Asksuite does not offer this functionality.

Topics Covered

Impact on the traveler's experience

Impact on conversions

Lead collection suggestions

Impact on the Traveler's Experience

Including forms at the beginning of a conversation with a chatbot can have significant negative impacts on the traveler's experience. This happens for several reasons:

1. Initial Barrier

• Forms create an initial barrier, requiring the traveler to provide information before even starting to interact.
• This can feel intrusive and discourage many travelers from continuing the conversation, especially in cases where they have quick questions that could turn into conversions during interaction with the robot or booking agent.

2. Disruption of Natural Flow

• Travelers often seek a more natural and direct conversation with a chatbot.
• Including a form disrupts this natural flow, making the experience less smooth and appealing.

3. Premature Abandonment

• As mentioned, tests have shown that up to 70% of travelers abandon the conversation when faced with an initial form.
• This represents a significant loss of interaction and conversion opportunities. 

Impact on Conversions

Reduced conversions due to the inclusion of forms at the beginning of the conversation have negative implications for the hotel:

1. Loss of Potential Guests

• Fewer travelers complete the booking process, which means fewer guests for the hotel.
• This directly affects revenue and hotel occupancy.

2. Negative Image

• A high abandonment rate at the beginning of the conversation can reflect negatively on the hotel's image.
• Travelers may perceive the hotel as inaccessible or complicated, damaging its reputation.

3. Stronger Competition

• With fewer conversions, the hotel may lose opportunities to competitors.
• Travelers may opt for hotels that offer a simpler and more direct booking process.

Lead Collection Suggestions

Instead of including forms at the beginning of the conversation, it is more effective and traveler-friendly to collect information in other ways:

1. Email Request Forms

• Encourage travelers to provide relevant information after the initial conversation through direct contact emails.
• This allows the initial interaction to be lighter and more friendly.
• To learn about the types of requests and how to set them up, visit the article How to Edit the  Forms?

      2. Lead Collection Form

• If the chatbot is assisting travelers with automatic quotes, you can request additional information during this process.
• Travelers are more willing to provide data when they are already engaged in seeking specific information.
• To learn how to set up lead capture, visit the article How to Activate Lead Capture?

Remember that the approach should always be focused on facilitating the traveler's experience and increasing the likelihood of conversion, avoiding unnecessary obstacles at the beginning of the conversation.