While customers are getting inundated with emails, and not reading them, 74% of consumers report no unread text messages. If you are looking to connect with your consumers, whenever they are online, consider using a chatbot. This is the electronic communication that can automatically answer most of your customer’s common questions.
If you have a business and need to facilitate electronic communication with your customers read on to learn how to build a bot.
Step 1 – Decide What Role the Bot Will Play in Your Business
A chatbot is common on Facebook messages and websites. The first step to creating a bot is to have a clear idea of its use. Is your chatbot designed to answer customer service questions or to promote sales by answering key questions about your products?
You can easily design the purpose of your bot, especially if you know your ideal customer avatar. If the programming of a chatbot API is overwhelming, consider using a service such as a Facebook chatbot builder. If you are comfortable working in the native languages, next consider the conversations.
Step 2 – Add Dialogue Options to Create a Relationship
At the core, the bot is a relationship builder. Remember each time a customer interacts with the bot they are sharing important information about their purchasing decisions. Make sure your bot collects that data for later analysis.
When considering dialogue options, personalization will create a stronger connection with your customers. Your bot should improve the customer experience and allow them to do things that they previously couldn’t. At a minimum, your chatbot should reduce friction.
Chatbots are part of the Artificial Intelligence (AI) world, they can be powerful when designed well and dangerous when they are not.
Step 3 – Add Questions and Answer Triggers
Consider going to your FAQ page and including these questions in your bot. What are the most common questions, frustrations, or pain points of your customers? How can they be included in your bot to make your life easier?
Triggers are the keywords or phrases that will lead your customer into the question you will answer and result in the dialogues that you set up before. This minimizes the user going through the entire dialogue process.
Step 4 – Don’t Forget to Test
Your bot is only as good as the end result. Don’t skip the testing phase. You want to make sure that your bot increases your customer’s satisfaction not their frustration.
Bots have become an important part of most businesses, so take the time to ensure that you create yours to answer the questions that satisfy your customers.
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