NoCode - Chatbots
Chatbots are a brilliant tool for customer service. They make FAQ easily accessible for customers, and take a lot of work of the staff. The bot is also available to customers when the store is closed and it is an opportunity to collect marketing permissions and leads for sales. This ties into the task given for the course on chatbot programming.
The VOLT store manager has as the business is going great, experienced more customers contacting the store by e-mail and phone asking questions. Many of the questions on product specifications and more simple general questions on law regulations etc.
The requirements for building a chatbot for the VOLT business were as follows.
- Opening hours path
- Answer questions on product specifications
- Answer questions about legal requirements for using e-bikes
- Make a “choose the right e-bike” guide
- Collect marketing permissions - Email and/or phone number
- Questions on charging
- Build a survey about e-bike needs (distance to work, time spent on the commute today, perception of e-bikes)
- Build a quiz on e-bikes where you can win an e-bike for a month - e-mail Permission collection purpose
Also, it's important to make a Chatbot feel as interactive as possible with a human tone and feel. I, therefore, had to keep the following in mind when programming my bot.
- The best bots are conversational
- Make the responses and questions feel friendly and talk to a helpful and polite employee.
- Make sure there are no “dead-ends” in your conversation paths
- Address the most common questions first
- Always allow the customer to leave permission/contact details
- Use your Customer Journey and Persona insights to build a chatbot experience that accommodates pain points and answers relevant questions for your Persona.
- Use your Customer Journey and Persona insights to build a chatbot experience that accommodates pain points and answers relevant questions for your Persona.
