Chatbots have forever changed the way we do business in the digital age. While it’s true that chatbots had a rough beginning, with many people finding them cumbersome to use, today, it couldn’t be more different. The chatbots of 2021 are fast, intelligent, understand context, and, thanks to omnichannel platforms, can access a wealth of information about customers. The benefits are endless for both customers and businesses. Businesses enjoy faster response times, higher conversion rates, reduced pressure on agents, and more. Consumers get responses immediately, no matter the time of day.
However, getting your chatbot design right is paramount. A poorly designed chatbot not only cuts you off from these benefits but can also harm customer relations and your brand reputation. Put simply, a great chatbot does wonders for your company – it boosts revenue and improves loyalty. But a low-quality chatbot is worse than not having a chatbot at all. With this in mind, we’ve put together seven expert tips to create an engaging chatbot that your customers will love. Let’s take a look.
This is the structure of your chatbot. A typical example looks like this:
Chatbot – Greeting/Introduction. For example, “Hey there, can I help you with anything today?”
User – Asks a question. For example, “What flagship Android phones do you sell?”
You can design the flow of your chatbot using a spreadsheet or dedicated chatbot software. Here are some things you need to consider:
It’s a good idea to design your chatbot to do more than just answer a few simple questions. You can add fun or informative features to your chatbot that will drive better engagement and get them hooked. For example, if you sell photo-editing software, your chatbot can pop up saying, “Want to vote on the best photo edits from our users this week?”. That transforms the chatbot from a simple customer service tool into a game that improves engagement. It also allows you to show off other elements about what makes your company great. Are you a fun and social company? Well then, make sure you reflect that in your chatbot.
Here are some other ideas:
A chatbot can be an excellent opportunity to show off your company branding with a stunning and unique UI. However, what you can do will depend on your platform. If you’re designing a chatbot for your website, then you will likely have much more freedom to add your own branding. However, you can also create chatbots for Facebook Messenger, Slack, Telegram, and more.
Creating chatbots on another platform, like Facebook Messenger does have unique benefits, for example:
It’s absolutely worth exploring your options for chatbots outside of your core-site. Remember, it doesn’t have to be a one or the other type of situation. You can have a branded chatbot on your website and a simpler chatbot on Facebook Messenger or WhatsApp.
However, you have to be aware of the limitations of chatbots on different platforms. On Facebook Messenger, for example, there’s a character limit for responses. With this in mind, you should design your bot’s questions and responses to fit this character limit. There’s no use asking a customer an open-ended question that they can’t fully answer within the bot window.
Chatbots revolve around conversations and interactions. Their job is to imitate a conversation between two people and not to appear robotic. Many people misunderstand the importance of humanizing their chatbots. They think, “well, users know they’re talking to a bot. Why pretend otherwise?”. The truth is, just because we know we’re talking to a bot doesn’t mean we don’t want the conversation to feel human. It’s just the way we’re wired – we respond to positive emotions, friendly and warm phrases, and emojis.
A poorly designed chatbot will come across as overly robotic and stunted, and ultimately, users won’t want to use it. If users don’t enjoy talking to your chatbot, then they’ll only do it once.
Here are some tips:
Being too general can mean your chatbot fails to achieve its goals or fails to resonate effectively with users. The first thing to do in any design project is to decide on the end-goal. What do you want to achieve with your chatbot? And what is its purpose?
Here are some examples of specific chatbots with a purpose:
You get the idea…
You can design your bot to do almost anything, but you need to decide its primary purpose before you start. Once you know the bot’s purpose, you can shape your UI and conversation flow around that purpose. In the first interaction, the bot should say what its goal is. For example, it could say:
Bonus tip: Use buttons to stop the conversation from ending. If the conversation reaches a natural stopping point because you’ve answered the user’s question, you can add buttons with more options like “browse more products” or “talk to a human agent”.
Chatbots today are much more intuitive and powerful than in the past. However, they’re not perfect. Even in human conversations, we often misunderstand what someone is saying to us or get things confused. This happens even more frequently over text. Face to face, we rely on facial expressions, body language, and tone of voice to determine the context and intent behind the words. “What did you just say?” has two entirely different meanings depending on how it’s delivered. If it’s said softly with a hint of confusion, it means the listener has simply missed something crucial that they want to know before you continue – it helps them piece together the other things that have been said. However, if it’s said angrily, it means the last thing you said insulted the person, and they want you to explain yourself.
With chatbots, all interactions happen over text, so there’s a possibility that the user might say something the chatbot doesn’t understand, or the chatbot might misunderstand the user’s problem and give the wrong answer—plan for this. Here are some tips:
Your chatbot should never be complete. It should always be evolving and improving. How do you strengthen your chatbot? By looking at the data. We’re in the age of Big Data and collecting and generating more data than ever before. Make sure you use this data to make better business decisions. You can try out different introductory responses in your chatbot and see which ones users respond best to. You can do the same with Emojis, character profiles, branding, and more. You might find that users respond better to buttons than having to type responses. Or that users talk to the bot for longer when it has a name and icon. The possibilities are endless, but it’s your job to find out which ones work the best.
We are honored to announce that CommBox has been recognized by G2 as a global leader in CX, thanks to our customers and the positive reviews we received.
We’re extremely excited to announce that we have changed our company name to CommBox. It’s still the same company with the same awesome people! just a new name, a fresh look, and a brighter future.Read full story