What is a chatbot?
Chatbots are designed to use a variety of techniques for interacting with humans in order to fulfil specific tasks. Tasks include general help, getting information, transaction help, and customer service. They usually exist on a service company’s website. This improves the general client experience. Therefore, it is important to optimise chatbots.
As more and more people use instant messaging services, there’s an increasing amount of interest in the idea of using this technology to facilitate conversations. The real opportunity here lies in using chatbots for marketing purposes. Chatbots can help with more functions beyond what was mentioned above, such as sending out marketing at scale.
How can I optimise chatbots?
1. Engage with clients real time
Firstly, at the core of your chat bot services is a focus on real time. You want the visitor-bot interaction to appear as seamless and stochastic as possible. As a result you need to adjust your settings for your chat bot so that it can be set up for a real time chat interaction. For example, you can set your chatbot to initiate a sale on chat bot response ‘question’. This question might ask how they are doing or what it can help with. It is valuable to incorporate the visitor’s browsing history within your site. This way, you are able to give more tailored responses via your bot. It will also help guide your clients through the purchase process and your chatbot can suggest a complete transaction.
Being able to engage real time will allow for a faster response to prospect concerns. This is good because prospects seek convenience and ease. Therefore, the faster they get responses, the more satisfied they are with the service.
2. Leverage previous engagements
If you’ve used a chatbot, you’ll have found that users tend to abandon the chat. This because initial interactions are not engaging. What you might not know, is that most chat bot platforms allow you to keep track of engaged visitors. This is using engagement history. Engagement history is built by collecting data from users who continue a chatbot conversation. This is valuable because you can leverage this data to continue the conversation with your client. You will be able to directly address their concerns and anticipate needs that the website could not fulfil. This will lead to more prospects converted.
3. Integrate your chat bot with tech stack
Thirdly, you must integrate your chat bot with your tech stack. This includes your marketing automation tools, conversion channels and CRM. This has many benefits, such as aligning your marketing and sales team. It will help track at what point of the purchase process the prospect is at. By doing this, your chatbot can get real time data about each chat and make decisions that are specific to each conversation. Good options for integration include Salesforce and Hubspot.
Finally, look to integrate this chat bot function on your website – you can see an example of one on Triggr.