Marketers already understand the potential of chatbots and the importance of using them to provide a pleasant user experience to their site visitors. If you don’t already then you can learn about it now. Chatbots can answer a wide range of consumer questions automatically and in real time, thereby reducing the workload of customer service agents. It should be noted that not all chatbots are created equal and this has a lot to do with the way in which they are designed.
Do you have to use a software development agency for that if you don’t have in-house coders? Oftentimes, you are also able to find suitable solutions to integrate into your existing website or maybe you even have a chatbot option already baked into your CRM. If you need help, however, it might make sense in some cases to check for software outsourcing companies in your region or from remote locations.
Chatbots must be created in a way that accurately reflects an organization’s brand, including voice, mannerisms, and personality. You may think that designing a chatbot might be difficult, especially one that caters to your website users and their queries but, it’s really not once you become familiar with the process. Today we will take a look at five ways to use chatbots to gather feedback from users about the service and experience on your website.
5 ways to use chatbots for getting feedback
Here are five ways to use chatbots to gather data from users about their experience on a website.
1. Create a flow for users
Consider how users interact with a chatbot to resolve their queries – that is, how they progress through the journey when interacting with a chatbot. Ensure that your conversations are brief and to the point. It is the ultimate goal of chatbots to assist users in completing their tasks. The chatbot should be able to answer any questions they may have. Like if you sell used laptops and the user inquires when will the laptop be delivered after ordering, or what the price of a specific laptop the bot should be able to answer these questions precisely.
Customer journeys should not be long and winding without an end in sight. It is recommended that customers understand exactly why they are interacting with the chatbot and always feel as though they have progressed toward their goal. Also, choosing the number, type, tone, length, and depth of your questions and answers is crucial to responding quickly. You can probably ask and answer these questions in three to four different ways. Be sure to provide clear, concise, factual, and on-point answers.
2. Design your chatbot with a clear objective
You should begin by understanding what the chatbot is supposed to do on your website. Their main goal is to interact with customers and visitors and answer their questions. However, that’s not all they do all the time. Here are a few more purposes of chatbots.
Providing answers to FAQs
Chatbots are most commonly used to answer FAQ’s from customers. Using chatbots allows you to automatically answer user queries 24/7, because a customer service agent may not be available 24/7.
Gathering feedback from survey participants
The first step in providing a great customer experience is knowing what your customers think, want, and need. Surveys can help here. Chatbots can be programmed to reach out to website visitors and collect valuable feedback for any improvements they want by asking them to complete a survey.
Obtaining new leads
In addition to providing customer service, chatbots are also a powerful tool for increasing sales. By interacting with consumers, they determine what consumers need, propose relevant suggestions, and advertise any special discounts or promotions they might find interesting.’
3. Reflect your brand values in your chatbot
Chatbots must reflect your brand values and personality. To do so, you must choose a language, tone, and style that are aligned with your brand values, assuming you have defined them already. You can also take into consideration the design of your store, visual merchandising, and advertising language, for guidance on designing your chatbot. An ecommerce website, for instance, might want a chatbot to appear friendly, sympathetic, and respectful to its visitors.
Alternatively, a restaurant website may want to display greater excitement, chattiness, and confidence. On the other hand, a medical or pharmaceutical company needs to take a more serious approach since they might lose credibility if you use an excitable chatbot. The chatbot can also be segmented for different customer bases. In a company that works with students and universities, a student might prefer a funny, friendly tone while a staff member will prefer a serious tone.
4. Be careful when choosing graphics
Humans interact with one another, and one can clearly know if the other person they are talking to is a human or a bot. If you want your message to be recognized and interacted with immediately by the user, you should let customers know that they aren’t talking or texting with a human. An image’s selection is influenced by branding and philosophy. Identifying your bot using a character, spokesperson, or branded image of a person is a great way to distinguish it from a real human. If you display a human face in the chat window, you can signal this is not a bot user talking to a real person.
5. Run A/B tests on your chatbots
It is not possible for companies to design the perfect chatbot the first time that they attempt it – there is a lot of trial and error involved. It may take you several tests before you find the design that works best for your audience, particularly if your business has not used chatbots before. The purpose of A/B testing is to determine which version is more effective. As the name implies, A/B testing is the process of creating two versions of the chatbots: version A and version B. After testing these two chatbots, companies can identify which one best suits their needs – and the needs of their customers.
Chatbots can be an invaluable tool for getting design feedback from users. By using chatbots, businesses can streamline their communication process, and engage with their users effectively 24/7. By considering the strategies described in this article, design teams can create more efficient and effective chatbots that cater to the needs of the clients.
Photo credit: The feature image is symbolic and has been done by Christopher Isak with Midjourney for TechAcute.This guest article has been submitted by Sarah Williams. While we appreciate guest contributions, it's important to note that the views expressed by the author are not necessarily reflective of those held by TechAcute.