We live in a consumer’s world, where the speed of delivering goods and services to your customers means gaining a loyal customer or losing them if it takes too long.
Consumers today want speed, we are all lacking time, and we all have something else to do, so speed and efficient customer support can help you to boost your sales.
It can get a bit frustrating when businesses tell you that it will take several business days before a simple issue can be resolved. Or, you make endless phone calls to customer service and wait to talk to the right person.
Even though many companies spend thousands of dollars on customer support, to be honest, most customer support is not so supportive.
So, if you are a business and have a big number of clients and bad reviews about customer support, or you just need more efficient customer service, what can you do?
Thankfully, when your business comes to this stage, you have the option to enter the “Era of the Chatbot.”
Let`s take a look at 10 custom chatbot development tips to improve your customer service:
Chatbots are exactly what their name implies ─ a robot that chats.
Most of the people today look for more easy and convenient ways to find information, book appointments or order products and services online.
And, if we take into consideration that 93% of people are using a messaging platform as a way of communication – then chatbots are your Holy Grail.
Chatbots are the future of brand engagement. Engaged customers are more likely to proceed to the bottom of your sales funnel faster. For example, on your Messenger App, a chatbot can initiate a conversation to promote an offer or update your customers about your latest product with a personal note.
2. Customer Service Cost
Customer Service can be costly. If you are a big company, you probably have between 50 – 100 agents, but each agent can only handle one customer at a time during specific working hours.
But what if you are an international company that has consumers from all around the world with different time zones and different languages? What are you going to do then?
Say “Hello” to your chatbot.
Chatbots are available 24/7, work in all time zones, and can learn many languages.
Also, take into consideration the cost savings and efficiency your bot will provide you. Now, you get the idea.
3. Think of Your Brand
Your chatbot is an additional team member. It`s an important part of your marketing strategy, sales process and customer support services.
Therefore, when developing a chatbot, it needs to act like a natural part of your brand’s experience.
4. Emotions and Avatars
Yes, chatbots are small robots but that doesn`t mean that you can`t add a little personality to your bot.
No one likes the “robot-feel” during a conversation. By adding emoticons and avatars, plus a dose of humor to your chatbot, customers will have fun while interacting with it, which will lead to increased sales.
It can be irritating to talk with a chatbot sometimes if we take into consideration that you did not configure your bot right and you offer just a “tree” of answers.
Be sure to add to your menu a button that your customers can press and be transferred to a real agent. This will be a big help.
When selecting a chatbot building platform, you need to take into consideration where you can add your chatbot and if that platform supports that option.
If you have a webstore and a Facebook page, where do you need more help?
Think about where your business will benefit the most from a chatbot and add one to that platform.
7. Interact in a Personal Way
For your chatbot to be successful, you need to train your bot to interact the right way.
87% of people, according to the latest research, keep returning to specific brands because of the personal service.
Train your bot to be more personal and offer personalized messages to your customers. Give it a name and personality; it will be more engaging and fun to interact with.
8. Guide Your Users
There is no point to have a chatbot if your users don’t find it helpful.
Create a menu of text-based help solutions for easy and intuitive access, and that way, your customers can select what they need, and your bot can interact correctly during the entire conversation.
9. Test Your Bot
Don`t forget to test out your bot.
Before you make your chatbot go live, don`t forget to test it around; invite your friends and test it together.
This way, you will see how your bot interacts with multiple users, and if you encounter any errors, you can fix them before the bot goes live.
10. Promote Your Chatbot
How do people know that you have a chatbot?
If you are new in the field of chatbots, here is an excellent manual on how to promote your bot:
Posted by Maya S.