Deploying bots for your business is an essential step to take in 2020 if you want to maximize efficiency and improve customer experience. It is estimated that nearly 80% businesses will start using chatbots and AI-powered customer experience platforms by the end of 2020. As with any new technology, there is a learning curve involved before it can be implemented for the highest level of output. Nhance Now aims to make development and deployment of bots easier for businesses through conversational AI, and in this article we’ll provide some tips and best practices that can help you get the maximum ROI from your business bots.
1. Give your Bot a Unique Name
Customers associate with solutions that have a unique name. Giving your bot a name will help customers, employees or stakeholders relate better with it. Interacting with bots should give the customer an experience as genuine and close to a human interaction as possible, and a name & avatar will help customers register the bot as the go to channel for requests.
2. Create a Natural Conversation Flow
Conversational bots are all about personalized and real-time customer interactions, just like an actual conversation with a human. An informal tone with some added humour can go a long way in building customer engagement. The willingness to solve problems through conversations is something that customers, especially millennials will appreciate much more than standard FAQs or raising tickets.
3. Start Small and Simple
It is imperative to maintain simplicity when you first launch your business bot. Keep the language simple and avoid excessive use of jargons. Include the options that a customer is most likely to access, instead of cramming the bot with too many features. This will allow you to gauge customer behaviour and accordingly focus on the segments that are most likely to be accessed.
4. Focus on your Goals
Have a clear understanding of what you want to achieve with the bot. It is advisable to keep the bot focused on performing a single, or small set of tasks effectively instead of having it undertake a dozen tasks half-heartedly. Chalk out an overall customer experience strategy and determine where the bot will fit in, and how it will help you meet your targets in the short and long term.
5. Ensure Regular Optimizations
Create new features and gradually extend functionalities of your bot based on analysis of user behaviour. Identify key areas or features that will create strong use cases and push timely updates. Use the bot yourself from time to time and check for bugs, errors and mismatches. Fixing bugs and pushing periodic updates will ensure the customer’s confidence in using the bot.
6. Develop a catchy Welcome Message
When a customer first starts interacting with a bot, it is important to communicate the capabilities and features of the bot. A good welcome message can grab attention and compel the customer to further start conversing with the bot. The welcome message should be brief, crisp and provide clarity to the user about what the bot can help him do.
Bots are an effective tool to manage your business more efficiently, and keep customers satisfied. To get the most out of your bot, it is important to plan ahead and deploy the bot to align with your business goals. Build a profile of your customers based on past interactions and requests. Identify the most common customer requests and how they are currently being handled by your team. Go one step further and determine what would make the life of your customer easier in terms of getting a quick solution, and try to replicate these solutions in your bot.
Learn more about Business Bots and their use cases here.