In the last two years, the digital transformation of companies has accelerated dramatically and communication with customers is increasingly shifting from traditional to online channels. Companies receive thousands of calls every day via chats, messengers and social networks. Processing requires a lot of human and financial resources.
Optimize customer service costs, reduce the burden on operators and improve the customer experience by being in touch 24/7 with chatbots that can be integrated into all popular communication channels: onsite chat, Telegram, Viber, WhatsApp, etc.
What types of chatbots exist and how to choose the right one for your company?
We answer in this article
Scripted or button-based chatbots
Developed from scripts that are displayed by means of specific buttons on the interface of the channel through which the communication takes place. The user selects the action he/she wishes to perform, thus moving, in a few clicks, from a specific route to a purchase or a change of operator.
Depending on the scenario, the bot can answer popular questions such as opening hours, delivery methods, product range, rates, or, for example, show customers the status of a package through the tracking number. It can also be used to collect customer information: phone number, name, e-mail.
Keep in mind that PushBots work only as intended by your script. Therefore, when writing the structure, you should establish as many relevant ready answers as possible, formulated on the basis of prior analysis and understanding of the questions customers usually ask when contacting the company.
If the scenario is designed only according to the manager's logic, the bot may be useless. The creation of a quality and really useful bot takes an average of one month, but of course the time depends on the company itself: whether a rough list of frequently asked questions has been prepared, whether research has been done beforehand, etc. The implementation of the bot itself takes 1-2 days.
Who it is intended for
For all companies that receive many typical customer inquiries, the bot will completely automate working with them: it will help customers get an answer to their question in just a few clicks or gather customer information for further communication, reducing the burden on operators by up to 80 percent (according to LiveTex).
Text or bot prompter
Created from a set of articles that are issued at the request of a customer. Based on the request, the bot finds the most relevant articles in the knowledge base by keywords and offers them for selection.
If the question is not included in the programmed keywords, the bot may not be able to match the question with the answer. In this case, the user will have to rephrase the question or contact the operator.
It is worth mentioning that the knowledge base is formed by the company's materials that will be useful in answering customers' questions: FAQ, product catalog, promotions, instructions, etc., and should be regularly updated with current data.
