Chatbots have become more than a trendy tech tool in this digital era. It makes business more accessible by improving customer service, reducing costs, and increasing sales.
74% of users preferred to communicate with a chatbot while looking for answers to simple questions about a business. Adding a chatbot to your website isn’t enough; you’ve to optimise it for the best results. So here’s a compelling list of best practices for a chatbot that will set you up for success.
Why Chatbot Best Practices Matter?
Every business wants to simplify its user experience; following a road map is the quickest way to achieve that. These best practices can help you build a chatbot that fits your business and customer needs.
In 2016, Microsoft’s Twitter bot, TayTweets, created a social stir with her sexist, racist, and narcissistic tweets. So, businesses have taken great care to ensure that AI chatbots can’t damage their public image by following some of the best tips.
These best practices can help businesses to showcase the brand’s tone of voice, quick customer replies, and build trust. Businesses must follow these tips; otherwise, lead generation and engagement quality can damage your brand personality.
Understanding Successful Chatbots
Many factors define a chatbot’s success, from its ability to maintain context to natural language capabilities. By understanding text flow, the bot should be able to identify issues without wasting time probing. When the problem is beyond its ability, the solution should route the user to the next possible resolver (e.g., Ticketing, human assistance).
Here are some key features of a leading chatbot:
- It should have a consistent and convenient channel to interact with customers.
- Successful chatbots can maintain context throughout a conversation.
- They remember previous interactions and use this information, and this context-awareness creates a more personalized user experience.
- No chatbot is perfect, and users may make errors. Error tolerance is essential for ensuring users feel comfortable using the chatbot, even if their queries aren’t perfectly structured.
Choosing the right type of chatbot
Every business has its objectives and goals, so it needs different tools to achieve them. Tools like AI chatbots can help businesses by providing integration platforms to align with specific goals.
But not all chatbots are created equal; choosing the right chatbot according to their need is crucial. There are two main types of chatbots with their different functions and goals.
Rule-based chatbots have specific commands and guide users through a decision tree. The bots follow if-then rules to determine their responses, which makes them easy to develop and manage. Rule-based chatbots have buttons for easy answers; some handle customer queries through keywords.
They are easy to build and maintain, and have complete control over the responses. It ensures the consistency and accuracy in customer interactions. But rule-based chatbots can’t handle complex user queries that are not predefined. Due to the increasing number of predefined rules, managing and updating the chatbot becomes costly and time-consuming.
Unraveling AI Chatbots:
AI chatbots can combine artificial intelligence and rule-based chatbots to provide more sophisticated and complex customer communication. AI chatbots utilize the Natural Learning Process (NLP) and Machine learning algorithms to interact and engage with customers.
It’s essential to update and improve AI chatbot programming regularly. So, building and maintaining an AI database can be time-consuming and expensive. Regarding chatbot best practices, starting with the minimum level of automation is
Optimal Channel for Engagement
Chatbots can be integrated into different platforms for maximum customer outreach. You can interact with your customers through any medium. So you can engage, create leads, and update them via WhatsApp and Facebook Messenger.
It’s important to choose the right channel for your chatbot. Nowadays, don’t like any other communication app with brands. They want to interact with brands with the apps they already know on their smartphones. That’s why, according to Statista, 3.09 billion mobile phone users accessed over-the-top messaging apps to communicate.WhatsApp is one of the tops, with 2 billion active users, along with Facebook Messenger and WeChat.
Consider a multi-platform chatbot framework when automating communication across many platforms. It allows you to manage all your bot stories in one place without coding and add a chatbot to multiple channels.
Automation is the core of chatbot technology. It can streamline processes and responses, allowing chatbots to handle routine queries and tasks quickly and precisely. Automation saves time for both users and businesses, making interactions more convenient.
While automation is powerful, there are situations where the human touch is irreplaceable.
Determining Automation Potential:
When it comes to chatbot automation, Pareto’s law (80/20 rule) usually applies. It states that 80% of effects come from 20% of causes. In chatbots, this principle can help us prioritize which queries to automate and which to address with human intervention.
We can identify the queries that comprise most user needs by analyzing user interactions and query data. Automating these common queries saves time and resources and helps to focus on the remaining 20% of complex and unique queries.
Handling Complex Queries:
Complex queries present a different challenge altogether in chatbot automation.
When a chatbot detects a complex query, it should hand over the conversation to humans so users receive the necessary assistance.
Some complex queries may have a combination of automation and human interaction. Chatbots can analyze information and then involve humans for in-depth assistance. By applying these best practices, businesses can create efficient and customer-centric chatbots.
Crafting the User Experience
Creating a good user experience is the heart of a chatbot. Your chatbot UX and UI should be simple yet effective. It shows how users navigate, engage, and ultimately benefit from their interactions with your chatbot.
Mapping User Flows:
One of the best practices for a successful chatbot is to map out the user flow. User flows are like a roadmap guiding users through their chatbot interactions. Visual representations like decision trees or flow charts can help users understand the purpose of the conversation.
By mapping user flows, you can identify potential areas where users may get stuck. This insight allows you to optimize the chatbot’s responses and choices, ensuring a smoother user experience.
Advancements in UI for Chatbots:
The human brain always processes images faster than text, so you should replace irrelevant text with graphics. Use buttons, quick replies, carousel selectors, and list selections to improve the conversation flow.
Visual elements like images, GIFs, and cards can make interactions more engaging and informative. So, users can interact with chatbots through text, voice, and visual interfaces, expanding the possibilities for engagement.
Infusing Personality in Chatbots:
Create a chatbot according to your brand voice. For example, if your brand is known for its friendly and approachable nature, your chatbot should use warm and inviting language. Incorporating your brand personality into your chatbot interactions can create a more memorable and engaging user experience.
Chatbot is the best way to increase engagement, drive conversion, and improve user experience in your business.
Choosing. the right chatbot is important for better customer service and building trust. While creating a chatbot, you must define your target audience, brand voice, and customization features to make it look authentic.
Chatbot UI is another crucial factor in better user experience. We’ve discussed some of the best chatbot practices to help you design a user-friendly interference.
So, if you want to stick with the brand voice and enhance customer service, try konversation.io.You can get a free trial and test it yourself.