Why do you need to use a Chatbot? How to create a Chatbot Scenario?
Technical support is one of the key points in customer success. if you do not have a very crowded technical support team, it will be the right choice for your company to automate this process to respond to customers faster and reduce the workload of the technical support team.
Of course, one of your options for this automation would be to set up a chatbot with which your customers can communicate.
The most important thing to consider when preparing a chatbot scenario is to ensure that your customers can access answers quickly and easily.
If your customers have difficulty in reaching the answers, this will drive them away from the system and cause you to lose customers over time.
When preparing a Chatbot Scenario, you do not need to do it perfectly because you will need to shape it according to your customer base.
That’s why you can design it in a way that will meet the simple needs of your customers in the first place.
An example test scenario could be as follows.
1) Write a nice welcome message to your customers
2) If you do not have a system that can detect whether the person writing to you is your customer or not, you can ask the customer.
- I’m a customer
- I’m Not a Customer
Because someone who is not a customer yet will not take any action regarding their package, seeing this in the options will prolong the time to reach what they want.
3) After learning the status of the person who wrote it, ask what they want help on and add the main topics to the options (How To, Technical Support, Sales, Customer Service, Accounting, Career, etc.)
If there are different packages on your system and your chatbot system does not detect this automatically, you can ask your customers about this and make the chatbot behave differently accordingly.
For example: Instead of communicating with a chatbot, a customer with a high return for you can directly transfer them to the chat window of the relevant unit, thus making them feel valuable.
4) After adding the main topics, you can continue by offering options to the customer with sub-topics.
If there is a keyword detection feature in the chatbot system you use, you can ask the customer to briefly explain the problem and have the related topics come up.
Things to consider when creating a chatbot scenario:
- Help them reach their goal by asking a few questions
- After each option, add an option that will enable them to return to the main menu or the previous topic.
- At the end of each topic, add an option to indicate whether they have any other problems.
- You can make simple package sales via chatbot, but your potential customer will like it by connecting to the sales team for high-paid package sales.
You can add a tutorial on how to use the system in your chatbot scenario, so they learn the system faster and the number of incoming requests is reduced.
