Friday, 20 Sep 2019

Chatbots: Why they are great for Business & 6 Easy Steps to start!

Chatbots: Why they are great for Business & 6 Easy Steps to start! 1
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Chatbots: A few years ago, online marketing was all about apps or infographics, but now a new player has come into the spotlight: the chatbot. Why have chatbots became so popular lately? Is it just hype or something truly revolutionary?

In this article we will cover the following topics:

  • What are chatbots and what benefits do they have?
  • What are the common types of chatbots?
  • How do you create a great chatbot user experience?
  • How do you build a chatbot and what tools do you need?

A Chatbot is a computer program designed to simulate conversation with human users, especially over the Internet.

It is an artificial intelligence which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave.

Chatbots have existed for decades, but businesses have only recently begun to exploit the opportunities they provide.

You can find chatbots in messaging apps on smartphones for personal use or on company websites for business use. A well-optimized chatbot can be a great addition to a company’s website because it can help to boost your conversion rates.

The real credit for bringing chatbots further into the spotlight goes to Facebook Messenger, due to the fact that Facebook made it possible to integrate chatbots into the platform.

There are 100,000 active bots on the Facebook Messenger platform. According to Venture Beat, “That’s up 233 percent from the 30,000 bots on Messenger six months after the feature launch in April last year [2016].”

Most of these were created for customer service, but some were created to solve other, unique solutions – like the bot that is designed to combat workplace harassment.

Web development allows you to build beautiful websites that scale well on multiple devices.

The world is changing constantly and I’m not only talking about rockets landing on drone ships. The general user expectations have changed a lot in the last couple of years. Nowadays, companies that want to sell something or need more subscribers have to stand out of the crowd. The best way to do so is to insert new elements into the already-existing business model and improve the user experience.


Benefits of Using a Chatbot in Your Business


  • Chatbots have potential.

    Even though they are increasingly used, the modern chatbot is still a young technology. With the continuing development of AI, the potential for bots in business and personal lives is unlimited.

  • They can be easy to build. 

    It depends on what you want to achieve, of course, but you can design a simple chatbot based on the Facebook Messenger without any programming experience.

  • Chatbots emphasize the company’s brand and image.

    The chatbot represents the company when it’s communicating with the customer, so, from a marketing point of view, it is a perfect embodiment of brand building.

  • They offer straightforward services.

    A well-optimized chatbot communicates only the essentials and does not overwhelm the user.

  • Chatbots automate processes.

    Bots are able to take on human work for, generally speaking, mundane or basic analytic tasks.


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Types of Chatbots


We can differentiate two main types of chatbots:

  • Simple (Scripted)

    – This is the simplest type of chatbot. Conversations with this type can only take place in pre-defined ways and directions. In other words, you’ll get a pre-programmed response to each question you ask. The chatbot cannot deviate from this in any way. Simple chatbots appear in messaging apps such as Messenger or Skype. Their sole purpose is automation, like booking a flight or making a purchase.

  • Intelligent 

    – Using artificial intelligence allows the chatbot to provide more flexible responses to the user’s questions. This type of bot (sucs as collect)  learns from each conversation and uses these experiences to answer future questions more accurately. However, artificial intelligence also has limitations: a chatbot built with AI technology still cannot understand more complex contexts or lead the conversation – it only gives answers. 

Chatbots can also be distinguished by the number of users involved in the communication process.

Personal Bots

Personal chatbots offer a direct communication between a single user and the bot. A good example can be a personal assistant bot, like Poncho the weather bot built on the Facebook Messenger or Google Assistant.

Chatbots

Team Bots

When multiple users are involved in the communication process, things start to look a bit different. Therefore, designers have to overcome a big problem. In a team environment, multiple users can communicate with the bot at the same time.

Chatbots

Domain/Brand-Specific Bots

These chatbots are often preferred when the service has to go deeper into detail. A great example is Airbnb’s chatbot, which can notify users of specific discounts, help them book flights, and select accommodations based on location, time or price. This is a great alternative to apps, which can be frustrating to download and install just to complete a simple request.

Chatbots


How to Create a Great Chatbot User Experience


It is very easy to create a chatbot service poorly. Without proper research, UX design, testing, and execution, you can basically just spoil the chatbot. This may not cause any specific damage to business, but it has a negative impact on the company’s judgment.

  • Your chatbot needs a persona. 

    Use customer personas to understand the behavior of particular user groups better – for example, what they expect from the website and the company. Create a personality which not only resonates well with groups but is also engaging and fun.

  • Use waiting time.

    Waiting adds an additional “human factor” to the conversation. When people talk to each other, the response time can be very random; people don’t always respond exactly upon receiving a message. Waiting time can also ensure that the user has time to process the information that the chatbot provided.

  • Perform A/B tests.

    If you aren’t sure about how the users will react to certain elements of the bot, create multiple versions and measure the results. Identify the most difficult aspects of the UI and see what works best.

  • Avoid a wall of texts. 

    As with a blog post, seeing a huge block of text can be overwhelming. Test your messaging app on as many devices as possible, check the messages on different screen sizes, and use emojis every once in a while to break up the text.


Free Bonus Download: Use the link below to experiment your first & free bot experience & get more conversions! CLICK HERE


How to Build a Chatbot for Your Business


Since chatbots are designed to understand user information and preferences, to answer a question such as “What will the weather be on Saturday afternoon?” the bot would require a connected database and the geodata of the person who asked.

More complicated chatbots are not only able to access multiple databases, but are also connected to multiple applications. A good example is assistea bot, which allows us to order a taxi or book a table at a restaurant. All it needs is a few requests from us through Facebook Messenger.

Now, here’s how you build your own chatbot.


Step 1. Pick the Preferred Software

The first and most important step when building a chatbot is choosing the right software.

Nowadays, we have more and more options to choose from, but one of the most popular chatbot-making software is undoubtedly collect. Thanks to the drag-and-drop function, it can be considered beginner/user-friendly so you don’t need any programming experience to use them.

The tool is free (with a Pro version). From a marketing standpoint, collect has one huge benefit compared to others: a powerful list-building feature.

chatbots


Step 2. Plan the Onboarding Experience

Understanding the concept of the user experience is vital, so make sure you greet new users with a proper greeting text and welcome message.

It might sound weird but there is a difference between the two texts (greeting vs. welcome). The greeting text is something that comes up immediately when the chat panel is shown, before the interaction starts and has to contain a really short and informative message.

Chatbots

After the user decides to start a conversation she’ll see a welcome message. Here you need to be more precise and detailed. You can offer a specific product or service to get the user into the flow or you can describe what action you expect from from the user (subscribe, view, download, etc.) and create the corresponding buttons.

Chatbots


Step 3. Create the Main Menu

The main menu will be one of the most important elements of your chatbot as this will help guide your visitor and navigate the conversation in the right direction. You can set up the main menu on the Main Menu tab under the Automation menu and all you need to know is that it only consists of keys. Each button will launch an action, process, or conversation.

Chatbots


Step 4. Pick Your Preferred Keywords

The keywords menu is exactly what the name suggests – you can enter different keywords to which the chatbot can react with a preconceived expression.

For example, you can set the word “delivery” when sending a message to the bot to respond to shipping information. You can do the same with important terms such as “e-book”, “download” or “tutorial”. In ManyChat, the default is “start, subscribe” and “stop, unsubscribe”. By entering these, the chatbot offers the user the ability to subscribe and unsubscribe from the messages.

Chatbots


Step 5. Optimize the Sequences

Designing and optimizing sequences is an important task, as this is one of the main tools for list construction. These sequences are similar to autoresponders that are well-known from email newsletters.

You can create as many different sequences as you like and put them into certain conditions (for example, “press a button”).

Chatbots

Source


Step 6. Set a Default Reply

This step is optional but I still recommend that you not leave it blank.

Sometimes the bot will get confused, as people often like to test the intelligence of chatbots. If you wish to avoid the awkward silence, the best option is to be prepared with a couple of default replies, those messages that the bot will use for any terms that it did not recognize.

For example, if someone asks the bot a question about the future of humanity, a default reply might be “I did not understand this. Can I forward your question to our customer service?”


Free Bonus Download: Use the link below to experiment your first & free bot experience & get more conversions! CLICK HERE 


 Conclusion


The difficulty of chatbot creation is not the implementation but the design itself. First, you need to figure out what the purpose of a single function will be and then you need to plan the conversation in detail. You have to control the conversation, but you also have to keep an eye on what happens when someone leaves it. With a little patience and some very basic tools, you can set up your own chatbot by following the above-mentioned tips

 


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2 thoughts on “Chatbots: Why they are great for Business & 6 Easy Steps to start!

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