With the advent of AI chatbots, customers can now get uninterrupted services from businesses at any hour of the day. Be it ordering food, booking a cab, or getting an answer from conversational voice assistants, such as Google Nest, Alexa, Siri, Cortana, etc.
To offer top of the line customer experience, its high time for businesses to cord next-gen conversational tools in day to day customer-business interaction. Companies that have already implemented chatbots need to ensure that it is up to the expectations of users. But, how are you supposed to maximize the potential of the chatbot? Let’s move forward and read these 5 tips from industry experts and learn how to rectify your business bot.
After developing hundreds of chatbots for large enterprises to MSMEs. I have learned that “A perfect bot can only be built with continuous improvements”. So, I will recommend businesses to sharpen their chatbot strategy with time as per the bot’s performance. It includes optimizing conversational flow, continuously training AI based on user queries and interactions patterns, bot personification and optimizing the chat UI for mobile users. All these factors can play together significant role leading to better user engagement and higher conversion rate.
Robin Gauba, CEO of Makerobos Innovation Labs
5 Tips to Help You Perfect the UX and CX via Chatbot
Businesses deploy chatbots to upscale marketing, lead generation, and customer support. And, if you are already into the bot journey, then these tips are for you:
(1) Personalize the way you interact with users and enhance the engagement rate
Personalization is like a mirror, it reflects the benefits of a product or service tailored as per user. You can enable a differentiating user experience by personalizing the bot conversations. Personalization can also benefit you to promote products and services to a wider audience without leveraging different customer engagement tools.
With their multitasking abilities, bots are manifesting as a driving force in advancing the relationship between businesses and customers. That’s why it gets essential to recognize the power of personalized conversations. A chatbot can collect reasonable user data, and utilize it to personify the interaction. But, for doing so, you should ask the right questions to the users, that too without sounding amateurish. It means as you move forward in the conversation, emphasize on the context, and ask users one question at a time. By making use of the user info, you can smartly shape the conversation that meets the end goals.
(2) Customer-oriented bot conversation is the key to unlock more customers
With the help of chatbots, brands can encash the opportunities that can only be leveraged by 1:1 conversations. So, businesses should perceive AI chatbots as more than cost-saving tools. Because they can analyze the ongoing discussion to understand the user narrative. By doing so, bots can enhance the value of the customers in the conversation. This ability of AI chatbots can present your customers with a unique experience that they have never encountered before.
(3) Understand when to hand off the conversation to a human agent for better resolution
Undoubtedly, a chatbot may not invariably assist your customers with their queries. But, for sure, it has benefited us automate the day-to-day queries of the users. In the event of complex queries, the bot can hand off the conversation to the human agents. By integrating the workforce with the chatbot, it has become effortless for us to tap the high-intent prospects. That too while narrowing down the spends
Charu Kishnani, Senior Vice President - Cardekho.com
A chatbot might not answer every query of the users. Meanwhile, you’ll not like to irritate the users with repeated or out of context answers. Therefore, at such conversational turns, you should hand off the conversation to a human agent for better resolution. Such as if users are asking queries about the pricing of a product that bot isn’t fully aware of. Then at such conversational points, it would be best to connect such users with human agents without any delay. With this, it gets easier for your prospects to advance to the transactional phase.
(4) Standardize the chatbots across various customer engagement channels
Businesses often deploy various customer engagement tools at various mediums. But, this action can create a difference in user opinion. On a brighter note, it can also significantly tremble the user experience. Therefore, it gets essential to get the most out of bots at every customer engagement channel. For instance, you can share a conversational URL to interact with social media users. When a user clicks on it, the bot will appear and start the conversation. Like this, you can send the URL via email and uplift such campaigns. Thus, by tendering chatbots as the default face of customer engagement at various channels, you can standardize the user experience as well.
(5) Employ user data and market products to the relevant audience
A bot can collect extensive user data, such as name, location, preferable products, and when a user is willing to make a purchase. You can utilize this information to influence personalized marketing campaigns. So, you should analyze the user data and understand how to use it for building effective marketing campaigns, especially for your prospects. Eventually, this will help in boosting the engagement rate while ensuring a better conversion rate.
In the forthcoming time, customer expectations from chatbots will scale significantly. So, to cope with the rising demands of users while ensuring the top-notch user experience, it’s critical to advance the chatbot.
There are a couple of factors that should be taken into consideration, such as personalization, standardize the chatbot for various customer engagement platforms, and build multi-turn conversations to expand the reach to the broader audience.