The WhatsApp chatbot is a trend that is here to stay. Probably, it will replace most business communication channels such as the call center, mobile apps, and even websites. Thus, businesses need to take advantage of AI intelligence. In addition, WhatsApp chatbots will help firms provide the best customer service. It will help them facilitate agents' workload as well.
WhatsApp chatbots and messages are the new disciplines. But, businesses don't know about it yet. Plus, companies need to create effective chatbots that help them make the best out of their customer conversations. Therefore, we created this material which includes chatbots' best practices. We even added illustrated examples to make it clear. This guide consists of the tips and tricks that will help you build a powerful and engaging chatbot.
Conversations Starters and Closers
Any human conversation starts with certain etiquettes. It starts with greetings first. Then, self-identification and the setting. Finally, we got the purpose of the discussion.
Here is a list of what a customer expects precisely from your chatbot. It always needs to:
Welcome your customer. Use a compelling message to make sure the first interaction with your chatbot is memorable. If possible, customize the welcome message by using their first name or customer ID.
Ask the new customers about the language of communication they prefer. Let them choose in which language they want to contact your company.
Identify yourself. Add the business name and the chatbot name.
Ask the customer to identify themselves. This step will have an impact on the chatbot's flow.
Propose your help with the list of services that the bot can deliver.
As humans, it is easy to figure out when a conversation comes to an end. But for chatbots, things need to be formal. So this is what your chatbot needs to perform:
When the chatbot has responded to all the customer queries, it would ask them if they need further support. Otherwise, the session will be considered closed.
You can assess customers' satisfaction when it comes to chatbot conversations and service. The chatbot can share an automatic question with the customer. Then, the customer can rate your service quality from 1 to 5. 1 is the lowest rate while five is the highest.
Chatbot Conversation Flow
A chatbot conversation flow or a conversation diagram represents the process/ list of steps you want the customer needs to go through to complete their goal.
While designing your conversation flow, it is essential that you have in mind the below:
The Three-Clicks Rule
It can come from the web. In a nutshell, users will get frustrated and suit your website if they can't find what they are looking for by three clicks. When applying this rule to the chatbot world, the customer shouldn't need to make more than three inputs after the greetings to get his goal done.
Flow Customization Per Segment
You may identify two or more elements in your customers' database with different needs. For example, you can segment to VIP customers Vs. Mass customers. Or, you can have segments of Existing account holders Vs. New leads. Therefore, it would be relevant to have two additional flows that will allow every customer segment.
The main menu is a central part of the Chabot. Generally, it displays the main services/pieces of information that a chatbot can provide. This part should not always be exhaustive. But, it should always contain 80% of the services that the customers are searching.
A Way Back
If the customer makes a wrong decision, they need to change their selection. Then, they will need to come back to the main menu. Your customer may change their minds. They may want to see more information or make adjustments to their order. Thus, it would help you to have a menu button available at each stage of the discussion. Then, your customer will find an easy way back when he decides.
At the earliest stages, chatbots were visually primitive. So, customers had to input their choices manually. But, the emerge of quick replies buttons along with the list buttons changes things. We're now talking about conversational Apps where the customer can entertain most of the conversation with the Business by simply pressing buttons.
WhatsApp features are a must-have for your WhatsApp chatbot. The features will help you upgrade the customer's interface. List messages and buttons facilitated the process for both the customer and the company. Therefore, chatbots with manually input information from customers are part of the history now.
List messages can present a menu of up to 10 options. So, they are simple and easy to use. WhatsApp buttons represent quick access to information. Therefore, both features help businesses connect with their customers. They provide each client with a unique and valuable experience. List messages and buttons represent a great way to guide customers through the interaction with your chatbot. They help customers achieve their goals without the need to write a single word.
Chatbot Conversation Content
When it comes to instant messaging, replies should be short. Poorly written chatbots send walls of text. Long text paragraphs mean an overload of information. But, honest conversations don't work this way. So chatbot replies should generally be brief and cut to the chase. John Mayer explains it best.
The script of your chatbot conversation is valuable. That's why we recommend that you spend enough time on this activity. So, try to choose the correct wording to satisfy the customer's needs.
The state of the art of conversation design listed five major guidelines:
Quantity: Provide just enough information. Don't give more or less information than required.
Quality: Content is truthful. So always keep in mind that quality is more important.
Relation: Communication should be compliant. Therefore, you need to be aware of the context. So, avoid generic answers and use a contextual copy for your chatbot.
Manner: Be brief and present the information in a logical order.
Politeness: Don't overwhelm the counterparty. Always offer the option to end the conversation.
Practical Chatbot Best Practices
It is excellent to know what theoretical practices you should apply to your WhatsApp chatbot. But, how to use these practices in real-time? In practice, we recommend the following best points:
Create a Bot Persona
Be transparent with your customers. Inform them that they are interacting with a chatbot. So, giving a name to your chatbot is relevant. It helps your customers figure out whether they're talking to an actual human or interacting with a chatbot.
Your WhatsApp chatbot is similar to another piece of content. So, it would be best if you were compliant with your brand tone of voice. For example, decide whether your chatbot should use formal or informal language. Should it make jokes or keep the chat professional. Make sure to define the voice and tone based on your target audience.
The main content for chatbots is text. But, it is worth mentioning that Multimedia allows higher customer engagement. Even an animated gif can make the difference. So, use a small amount of text and embed catchy visuals instead. For example, you can add some smileys. They will make your chatbot sound more human and fun. Remember that the aim is to keep the customer engaged and to convince them to continue the conversation.
Bonus Best Practices
No one minds some extra tips and tricks for sure. When it comes to building a chatbot for your business it is important to pay attention to every single detail. So, here are a few bonus tips that will help you build a perfect chatbot.
If you plan to run marketing campaigns later on WhatsApp, getting an active opt-in subscription is mandatory. In this case, collect the customer opt-in automatically through your chatbot would be exciting.
61% of respondents said that they accept chatbots to answer their questions as long as the answers are correct. At the same time, 2% prefer chatbots to live agents. But, of course, the chatbot will never respond to all the customer inquiries. So, the smooth handover of the conversation to the agent is a crucial part of your chatbot. Thus, make sure that you have an easy handover path.
BusinessChat.io platform allows great synchronisation between chatbot automation and agent console.
In many cases, the chatbot would have to collect customer information. The record includes name, email, account number, a location.
Accordingly, make sure that your chatbot can recognize when the entry is adequate or not in an intuitive way.
BusinessChat.io offers you a solution that allows you to view all customer information and conversations' history in one place.
These best practices are practical and easy to apply. But, it would help if you hire real experts in the customer conversation. In addition, it would help if you always had a trial and error mindset. That will allow you to enhance and improve your chatbot continuously.
If you are reading this blog, then you are probably looking forward to building your chatbot. Moreover, you are probably looking for the right platform to help implement the best chatbot that will help your business grow.
BusinessChat.io will help you build the right chatbot for your firm. We will help you create a chatbot that can handle customer queries efficiently, qualify leads and grow your sales. You can start now and schedule a free demo with us to help you learn how we help businesses engage with their customers like they never had before.