How do I set up a chatbot?

Chatbots aren’t new. But many companies are just beginning to discover their benefits for digital marketing and customer service. In addition, tools like Manychat or Chatfuel open up new ways to create bots with little effort that can do much more than just a greeting and getting rid of some wooden questions.

You no longer need programming skills to create your own chatbot. However, you should keep a few things in mind so that it really enriches the customer experience.

See also : What chair for Telework?

Why you should create a chatbot for your customers

There are several good reasons to use chatbots :

  • Chatbots don’t need an end of work or sleep. As a result, they ensure continuous accessibility to a certain extent.
  • A large part of digital conversations in customer service consists of the same questions and answers. By you use a chatbot for this, you save staff and money. In addition, you save your employees a little exciting part of their jobs.
  • The star in customer service is also in a bad mood as long as he is made of flesh and blood. Chatbots are consistently friendly no matter what.
  • With a chatbot, you can handle complete sales processes in one channel and thus lower the bounce rate.

After all, chatbots are versatile . Classic bots in customer service that answer questions quickly and soberly and provide guidance to visitors are the best known. But if that’s too little for you, you can hire virtual employees with other things too.

See also : What are the different types of chatbots?

One example of this is the chatbot from “Lecker” , which not only answers questions, but also sends out recipes.

Another whole hint of individual is “The Messenger” of Sparkasse , which is intended to motivate young users to use the Kwitt mobile app. For this purpose, the tattooed muscle package delivers party invitations or reminds defaulting debtors among friends of loans. A good example of how successful extraordinary chatbots can be programmed.

All these advantages are major reasons why the use of chatbots is forecast to grow by almost 25 percent over the next four years.

For more examples of how companies are using chatbots today to take customer service and marketing to a new level, can be found in our eBook “Chatbots — Conversational UI and the Future of Online Interaction”. Download it for free now!

Chatbots — Conversational UI & the Future of Online Interaction

Download our eBook and learn about the history of chatbots, the most relevant messaging platforms, innovative use cases and best practices from international companies. We’ve included interviews with 5 experts in chatbots and conversational UI. Find out how chatbots are changing online interaction for both individuals and businesses!

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Create chatbot — these options are there

There are basically two approaches to creating a chatbot for social networks :

  • Programming your own chatbot: Larger companies choose this classic approach above all. It has the advantage that you can design your bot according to your own ideas. The disadvantage is the associated financial effort. Because without skilled programmers, you can’t get this variant far.
  • Use chatbot tools: Even if it’s too complicated and/or too expensive for you to have a chatbot programmed, you don’t have to do without it. For this case, there are now a number of tools that you can use to create a chatbot without any programming knowledge. This usually works with a kind of modular system by moving blocks.

Best practices for creating

Regardless of which approach you take, there is a procedure that we would recommend to ensure the optimal chatbot user experience:

1. Determine type of bot

We’ve already hinted at it: Chatbots can take on a wide variety of roles. That’s why you should ask at the beginning of the build process which role is right for your chatbot .

It starts with the goals. want you with your chatbot first and foremost

  • Answer customer service questions?
  • Generate leads?
  • Introducing new products or services?
  • Close sales?

Take the time to take this step because it determines where the journey is going and how your bot is built up .

Depending on the purpose of your bot, you can consider whether it is only active in conversations or broadcasts as well (only with user consent!) should send.

2. Select platform

If you have answered the question of what should your chatbot achieve, it‘s in the room according to its place of work . Messenger chatbots are probably the most famous in this country. However, chatbots are becoming increasingly important in WhatsApp. You can also use them on Twitter or, of course, on your company website.

Important for the decision is the question where your customers or potential customers are in and what they expect in those locations . There is a high probability that visitors to your homepage have different questions and wishes than people who get in touch with your company via Facebook Messenger. If you use bots in multiple places, you should design them differently.

Facebook Messenger is the most popular messenger worldwide after WhatsApp. You can learn how to get even more out of this popularity with chatbots in our blog post “How to use Facebook Messenger chatbots effectively in marketing and customer service”.

3. Equip bot with a personality

A bot is not human and it’s not a good idea to pretend website visitors or messenger users that it’s one. Still, it’s worth giving him personality to make the conversation go to make it more human . It is important that this personality fits your brand and target group and is consistent. Images help turn a robot into a likeable virtual contact person.

A bot can also be a real character. Of course, you can also work with contrasts. The muscle-packed “messenger” is not necessarily what you think of under a typical savings bank employee. This and the fresh humor of the chatbot application, however, bring the best conditions to score points among a young target group.

4. Formulate greeting

The first impression is known to be particularly important. So take time for a welcome message that sounds friendly and gives users the impression that they’re getting competent support here . A question at the end of the welcome text helps to get the conversation going and prevent it from being aborted.

5. Configure processes

This part is probably the most demanding when you want to create a chatbot. This is about creating various possible conversation processes that ideally create a positive user experience .

ManyChat’s “Flow Builder” shows whole conversation sequences. (Source: ManyChat blog) It’s best to do the following:

  1. Collect possible questions from your customers.
  2. Make the best (!) answers to these questions together.
  3. Build multiple conversations based on these questions and answers. You can use tools such as Google Drawings or use corresponding features from ManyChat and the like.

The exact way you can create calls varies depending on the tool. Typically, you can use keywords to set rules how your Chatbot responds when.

It is best to follow the following tips:

  • The aim should be to provide the user with the information they are looking for as quickly as possible and thus ensure a good chatbot user experience. If the conversation lasts too long, there is an increase in the risk of being abrogated.
  • Avoid dead ends. This means above all: Get the opportunity to switch to a human contact person in good time when your bot is no longer aware of it. Standard messages can also be set up for this case.
  • Vary in standard responses. This makes communications look more vivid.
  • Loosen up the conversation with a well-dosed dose of humor. Of course, how it looks best depends heavily on your brand and your target group.

6. Add text through visualizations

Only text is fast even in chatbot conversations boring. That’s why bot creation tools give you the opportunity to enrich responses with images, videos and emojis as you like.

Pay attention to a consistent user experience and don’t forget the supposed little things. This includes, for example, how long a GIF takes to load. Don’t overdo it either. In customer service, users primarily want answers to their questions and not a picture show. Keep that in mind when you want to create a chatbot.

7. Use call to actions

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A call to action at the end of a chatbot conversation takes the user to where you want them — whether it ‘s a booking process or signing up for a newsletter. You can also add it to a page in your online shop or on bring your homepage. Also, remember to always keep the option to return to a starting point if the user has “lost”.

8. Test your bot

Before you send your bot to work, you should test it extensively. Above all, this means examining conversations for possible misunderstandings and dead ends . Typically, chatbot creation tools give you plenty of options for live preview and testing.

Good chatbots are constantly getting better

The fact that chatbots have enjoyed the best popularity in recent years is not least because they can do much more today than they did just a few years ago. Advanced specimens are even able to learn and thus be able to continuously optimise conversation management on their own.

As a result, users’ expectations have also risen . A bot that is only able to Offering a few choices quickly creates disappointment and the desire for a human contact person.

it all the more important not only to invest a lot of care and commitment in creating your chatbot, but also continuously optimizing it and thus adapting it even better to This makes the expectations and wishes of your target group. In this way, your virtual employee quickly becomes a coveted interlocutor.

Chatbots are one thing, but customer inquiries or user comments demand your team’s skills. Swat.io provides you with a clear tool for your community management so you don’t miss conversations anymore. Schedule a free demo now!

Reconcile your personalEdemo

Offering a few choices quickly creates disappointment and the desire for a human contact person.

it all the more important not only to invest a lot of care and commitment in creating your chatbot, but also continuously optimizing it and thus adapting it even better to This makes the expectations and wishes of your target group. In this way, your virtual employee quickly becomes a coveted interlocutor.

Chatbots are one thing, but customer inquiries or user comments demand your team’s skills. Swat.io provides you with a clear tool for your community management so you don’t miss conversations anymore. Schedule a free demo now!

Reconcile your personal

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