Essential Tips to Keep in Mind When Building a Chatbot
As more businesses and brands accept the idea of chatbots, we see more and more of them actually implementing them on social media. Chatbots can be used for numerous reasons, but one main reason that companies like chatbots are for customer support. Chatbots improve user experiences and add value to the company. When a customer has a positive experience with a company, they will eventually become a loyal customer for, hopefully, years to come.
The following are some crucial tips that you should follow if your company decides to implement a chatbot into social media.
You must NOT replace the existence of humans with your chatbot. They simply help facilitate customers in need and make conversations easier.
If this is your first chatbot, start simple and gradually build on as time progresses. People generally think Artificial Intelligence when they hear about chatbots. Their assumption is both correct and incorrect. You can make chatbots as simple as 1–2–3 with rules-based conversational workflows. Quick Replies are a great feature to add to your bots on social media.
Your chatbot needs a purpose. Why will your customers use it? With chatbots coming to a broader audience on Twitter, they help create 1:1 engagements. So, how will you use your chatbot? Although you can use a chatbot for anything, it’s important to incorporate things that your customers will find helpful. FAQs, a Menu if you are a restaurant, store/location explorer, etc.
Use a voice that your customers are used to. It’s not necessary to make your chatbot sound different than one of your real support agents. In fact, you’ll want to do the opposite. You will want your chatbot to sound like a human is the one communicating.
2. Customer Experience
It’s fairly easy to know when you are talking to a bot or talking to a human. Make sure the customer knows that they are talking to a bot by welcoming them with some sort of welcome message. Twitter also provides the option to give your bot a custom name for different sections of the bot, which can be of use.
A MUST USE is Quick Replies. They help guide customers to better outcomes. It’s important to show what your chatbot is capable of helping and it can do that with Quick Replies. A little something extra that you can do is add emojis where ever you can. It makes your bot more friendly and fun. They also provide visual cues that compliment Quick Reply text.
Contextual responses are a MUST DO. You can’t just have someone press a Quick Reply and not get a response. With contextual responses, when a user presses a Quick Reply, the bot will send an appropriate answer and may even provide another menu of Quick Replies which will continue the conversation and ultimately lead to a successful solution to a given issue.
Lastly, you must always offer a way to end the conversation with the bot and switch to a human. Many bots today include a Quick Reply to “Speak to an Agent”. It’s not a bad idea.
3. Operational Qualities
Give your customers a sense of navigation by implementing ways to go back or completely return to the main menu. This allows for a more convenient way for the customer to get the help that he/she may need.
Make sure that your bot is always functional and each Quick Reply response is correct. This helps avoid frustration and confusion from customers and will avoid delayed resolutions.
Customer feedback is also important to gather. The customers are the ones using the bot so it’s important to keep it up to customer standards.