Key considerations when implementing a chatbot for your business
You’re probably thinking about implementing a customer service chatbot for your company, but with so many chatbots services and agencies building chatbots, it’s hard to know what to look for in a chatbot for businesses.
To build a successful chatbot implementation requires a strategic approach that should have at its core these two key considerations.
Think beyond just answers.
If you implement a too basic chatbot you’ll won’t be able to save your customers time and effort, therefore you’ll lose possible sales lead instead of gaining new ones. You need to see a chatbot as a tool to generate new sales lead and in some cases new revenue through up-sells and automated payments. You should think in the complete flow of actions that a customer might need while interacting with a customer service/sales representative, this flow should be able to be done by the customer while using your chatbot.
A few actions that you should consider are:
- Change and update contact information
- Schedule appointments.
- Update and upgrade account services and products
Handoff.
No matter how smart your chatbot is, there’s always going to be scenarios when human intervention is required. Think of it as teamwork, to support one another to create the best customer experience. The flow should be transferred from chatbot to a live agent and from live agent to chatbot in a seamless way without impacting the quality of the experience. Also, keep in mind that the moment a customer asks to speak with a live agent, the bot should be able to retrieve and connect them in a seamless way.
