Using a chatbot Enterprise can help you automate processes and improve your customers experience when they contact your organization.
We explain how this software works and how you can implement it in your business regardless of its size or business.
What is a business chatbot ?
Virtual assistants have become commonplace in interactions between brands and consumers, and more and more companies include them in their digital marketing strategy .
A chatbot is software that integrates artificial intelligence, machine learning, and natural language processing technologies to simulate conversations or automate tasks.
These tools work based on a predetermined flow of interactions and a list of keywords that guide users to meet different objectives: make a purchase, answer questions, make a reservation, and so on.
Benefits of Using a Life Assistant
Business chatbots increase your customer service capacity, provide faster responses to the public, and solve frequent inquiries to spend time on other activities.
In addition, this type of software is also capable of improving the customer experience, obtaining user data in a friendly way and improving the image of an organization.
If you are still not convinced of the potential of using a virtual assistant in an omnichannel strategy , we share the following data that shows the relevance of said technology:
- 57% of business executives believe that chatbots have a great return on investment with minimal effort, explains an Accenture study .
- 38% of consumers have a positive perception of chatbots , while 51% have a neutral perception, according to LivePerson data .
- 80% of people have interacted with a virtual assistant, explains a Userlike survey .
- 85% of consumers are satisfied with the attention they receive through chat, reports a Zendesk article .
Creating a chatbot for Business
Banks, restaurants, hotels, online stores … Different organizations have integrated chatbots with positive results, so that any business with an internet presence can take advantage of the benefits of this technology.
If you are considering creating a virtual assistant for your business, these are the key steps to consider during your planning.
1. Define your purpose
The main objective of using a business chatbot is to provide a service that customers use repeatedly and solve a problem or need for your business.
To define the activities that your virtual assistant will carry out, consider your company’s line of business, what processes are relevant when interacting with consumers and what they need to improve.
If you have an online store, for example, this software could make it easier for customers to make a purchase or give them information about their order in real time.
2. Choose the channel where it will be available
The choice of the platform where the virtual assistant will be available depends on the channels that your customers use the most, either in their daily activities or to contact you.
Among the available options are chatbots for WhatsApp or Facebook, where you can take advantage of the popularity of these social networks, or assistants for web pages, email and SMS messages.
3. Create the personality of your chatbot for Business
If there is something that discourages users when interacting with a virtual assistant, it is that it shows that it is a robot.
To avoid this, it is important that you give it a personality . This should be based on two main factors: the type of audience and the characteristics of your company.
We recommend that you choose an appropriate tone of voice for your audience, consider what makes your brand authentic and even give it a name to make it more human, as well as the words it will use and the why.
4. Set your flow and keywords
This is one of the most important steps when using a business chatbot , since the path that customers will follow when using it depends on it.
There are different flows, but the most common are those that use questions with multiple-choice answers and those that detect keywords in user messages to provide certain answers.
For this, consider the frequently asked questions that your customers ask you and the terms they use the most, such as the name of your products or a particular service.
5. Test and analyze its effectiveness
After developing the virtual assistant, it is important to use it to find out how effective it is.
You can make a sample with a segment of your audience or carry out an internal test to assess the user experience and identify possible errors.
Some metrics that will determine the success of a business chatbot are the number of users it serves, the level of satisfaction, and the abandonment rate.
Implement your own chatbot
As you already read, chatbots are an efficient alternative to improve your customer service; however, if they are used incorrectly, they can produce counterproductive results.
A poorly developed virtual assistant provides poor experiences to the public and transmits negative messages about the company, such as that it is not able to solve their doubts or does not want to address them directly.