Customers are getting used to an online purchase, or visiting your website and taking a look at the product before actually paying for it.
Since there are many other online businesses offering the same products, failing to offer your visitors immediate services and valuable information may cost your business a chance to win. However, the cost of providing round the clock support is traditionally high. How to balance things out? Here comes the answer: Self-service. Delivered by Bots.
Chatbot is a new flash for e-commerce merchants, especially for a website. You can have a super-friendly, always-available, cross-functional tool that stays right on your website to welcome new visitors. Chatbot can also help businesses collect customer information once they interact with the bot, manage their orders and data in one place directly from your website, and send back responses. Undoubtedly, chatbot can boost your sales and improve customer satisfaction more than regular support methods.
In this article, we’ll explore some easy tips to create a smooth conversation flow and how to use BotStar’s features to manage and track customer orders. You’ll see how chatbots could effectively replace large support teams.
Create a smooth conversation flow
Customers today want fast and great service. They sometimes are not patient enough to wait until your support team steps in and handles their requests. They are neither willing to accept bad service, and will switch to your competitors. Thus, while building a conversation flow, make sure their experience with your service is positive by offering a smooth and concise conversation.
Here are the tips:
1. Write down your customers’ most common questions and optimize each response
The first and foremost function of chatbots is to give customers the information and support service that they want, when they need it, as quickly as possible.
Thus, it’s key to understand what most customers are seeking when browsing your website and design the conversation around it. It is not about the technical problem but about how much you understand your customers. Put yourself in the shoes of different types of customers and design a flow to interact with them.
Don’t consider all the situations that may happen as it will make your conversation flow more complex. Focus on the major scenarios and build the chatbot flow based on that, so the questions and answers will be simpler and clearer.
2. Give your chatbot a unique personality
Chatbots are robots but we don’t need to make them behave like one. By giving your chatbot a character, customers will be encouraged to interact with it more than an emotionless and robotic chatbot. It’ll do well especially when its tone of voice fits your target audience’s taste.
To make one chatbot more human-like, you should give it a name and an avatar. The name should be short, simple, and easy to remember. Avoid widely-used names like “Restaurant Chatbot”, “Car Service Chatbot”, instead, using names such as Tom, Rita,…as if they’re your service employee. The avatar does not need to be a real human face but still have memorable factors. Then in the flow content, you could use GIFs, videos, images, and emojis to make the conversation more joyful and customers can play around with it.
Last but not least, you should define your bot tone of voice – how it will sound to customers. Then create the content flow that suits its personality. Now ask yourself one question: “Do you want your bot to sound humorous or professional?”
3. The simper conversation, the better the bot
You’ve designed the flow path for your chatbot and created its personality. Now it’s time to do the hardest part: simplification. Most bot builders create too much content that makes customers annoyed and leave the conversation within a short time. Take these warnings into consideration may help you optimize the length of the conversation:
- Don’t use too big conversational nodes: It is always a good idea to keep your bot content short and sweet so that you can see the dialog between user and bot on a single screen. This prevents your customers from getting lost in the middle of the conversation. It should be two or three sentences of content before having inputs from your customers.
- Don’t give out too much information in a single conversation: The flow of conversational dialogues that go too long before reaching their purpose can be frustrating to customers. For example, when your customers want to know a product’s instructions, but you force them to read a lot of information about the product’s history, functions, which they don’t need, can be a very frustrating experience. The worst result is that they will leave the site immediately. Therefore, helping them find what they’re looking for quickly using quick responses would be better. Their experiences with your service can go a little longer as long as you’re providing valuable content and keeping their attention.
- Don’t ask too many questions: When you wonder about the number of questions you should ask your customers to get the job done, the answer is “just two or three questions is great”. In case you want to ask more, it should only range from six to eight. If you ask more than six to eight questions in a single dialog, it may lead to a poor customer experience.
- Don’t leave the bot working on its own: Even though chatbots can answer commonly asked questions, based on certain inputs and specific information, they can’t answer all. Therefore, adding the option to chat with humans and allow human collaboration whenever they need would be a great practice.
Manage your customer order and track them with BotStar – Get things done effectively
Running online stores and online businesses may bring you a lot of manual work. Such as answer customer’s inquiries, collect customers requirements and orders, confirm orders, update shipping status, etc. Remember that you can always get those done using tech support tools like chatbot.
Besides the simple ability that every chatbot should have that we presented above, you can build a bot that performs complex actions in the back. BotStar offers tools which allow your bot to handle multiple business daily tasks that usually require human touch.
After creating a surface chat flow for your website to support customers, now it is the time to develop your chatbot to the next level with some of BotStar features. This can help you automatically collect customer data based on their conversation with the chatbot on your website.
1. Store your customer order using Checkpoint
Checkpoint is one of the most used features in BotStar. It’s simple, super-effective, and powerful to use if you want to automate collecting the customer’s responses and saving them into different custom categories.
All you need to do is create your own custom fields inside the Checkpoint sectio then drag and drop the “Save To Checkpoint” block into the flow editor, after the questions you want to ask your customers.
If customers go through that flow, their data will be added to the categories you have just created. You can have as many checkpoints in your chatbot flow as you want so you no longer have to collect data manually by reading and picking them from customers’ conversations anymore.
To learn how to save data with Checkpoint, you may take a look at our detailed instructions here.
Another feature BotStar provides that can help you manage orders more effectively is the Tag feature. This feature can help you categorize your customer status, order status,…depending on your needs, or it can even be used to define the target customers and send them a private message via the Facebook messenger (For Facebook messenger users only).
With tag, you can easily categorize your customers into groups. There are some tag’s examples you could use for the above purposes such as:
Customer: Potential Customer; Young Customer; Black Lover;…..
Order: Delivering; Delivered;…
These are some examples to guide you how to use Tags. Learn more by following this article.
3. Store customers’ data with user attributes
User Attributes are personalized tags or labels assigned to each customer and stored together in the BotStar Audience Field.
Normally, you can use Tags to categorize customers. However, there are some cases in which tags are inadequate to serve your needs. For example, you need to save the style of clothes that each customer likes but don’t want to create thousands of tags corresponding to each style. Instead of that, we can use a User Attribute named “Clothes’ style” and assign different clothes’ style to each customer.
With User Attributes, it will help you structure customer’s data and filter data to send Broadcast messages effectively. For example, you can send a broadcast to all customers who love vintage clothes but not others just by filtering them accordingly.
There may be a wide variety in Chatbot development platforms out there offering the same service. However, BotStar allows you to have your DIY chatbot. The platform in overall is so easy to use, thus, even if you’re not a tech-savvy and haven’t had a single touch with chatbot before, you can still spend a few hours to learn and to complete your very first chatbot for your own business.
Create an account and start building your very first BotStar chatbot with us!
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