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Updated by Jelena Cekic on Apr 03, 2019
Headline for 6 Tips to Help You Create an Awesome Bot for Customer Service
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Jelena Cekic Jelena Cekic
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6 Tips to Help You Create an Awesome Bot for Customer Service

1

Introduction

While still in their infancy, chatbots are already reshaping the customer experience as we know it. Already being used by countless industries, they’ve helped us streamline many processes, and have brought our brands closer to the customers. When customers can reach you 24/7 any day of the year, they’re sure to be more than happy with your company.

There are some things you can do to ensure even better customer service and increase customer satisfaction beyond measure, so let’s check it out.

2

Empower Your Bot with NLP

NLP might be one of the most underappreciated aspects of customer chatbots. NLP, or Natural Language Processing, is what helps the chatbot understand human language and what allows it to respond appropriately.

Nothing’s more annoying than customer-chatbot interactions that lead nowhere. Constantly receiving answers like “I’m sorry, I don’t understand.” can really impact the customer satisfaction levels. This is why using the latest NLP technology is extremely important. It will allow the best AI chatbots to hold human-like conversations and understand messages completely.

Even if there are grammatical or spelling mistakes in the texts from a customer, chatbot empowered with NLP will be able to understand the context, figure out if the text was a statement or question, and help the customer in the best way possible.

3

Pay Attention to the Language Used

Pay Attention to the Language Used

The right tone of voice is an essential tool for brand building. As a growing company, you want to connect with your target audience, and the simplest way to do that is to use the type of language your leads and customers use.

When you create a chatbot with the best AI, you have to think of it as part of your workforce. Just like the human employees use a certain type of language when communicating with a customer, chatbot employees should, too.

You need to create a chatbot that will be your brand ambassador. To truly improve your customer service and increase customer satisfaction, your chatbot should create the type of mood and conversational atmosphere your customers would get if they went into your brick-and-mortar shop.

4

Give Your Chatbot Character

With platforms like SnatchBot.me, you can easily create chatbot personality. Modern technology has allowed us to give some very interesting traits to chatbots so that they can impress customers.

Depending on the type of business you’re in, you can ensure your chatbots are professional-sounding and smart. They can be witty, funny, even flirty and sarcastic. Newer generations that are taking over the workforce and increasing their spending power are more interested in a brand’s uniqueness and special quirks, so if you want to attract this audience, you can create a chatbot which will give snappy remarks.

Attracting older or more professional audience will be best accomplished with a polished language and a respectful attitude. The best AI chatbot can achieve all of this.

The unique character of the chatbot will be entertaining to the customers, and they’ll want to interact with it as much as possible, increasing both their satisfaction and probably your revenue.

5

Give Voice to Your Chatbot

The latest trend in chatbot creation is text-to-speech capability. Giving voice to your chatbot makes it even more meaningful and helpful.

Chatbots with text-to-speech features can work wonders for expanding the reach of your brand, engaging more with your customers, and eventually improving your customer service.

Primarily, this option makes it much easier for your leads to access the conversation and start talking with the bots. The past few years have seen the rise in popularity of digital assistants like Siri or Amazon Alexa, and their text-to-speech option is what makes them extremely attractive.

The situation is the same with chatbots. Users will be entertained, they’ll be able to communicate with chatbots wherever and whenever. The best part lies in your ability to choose the chatbot’s voice. It’s easily customizable to suit any business.

6

Ensure Omnichannel Presence

Ensure Omnichannel Presence

There’s no point in having an online business or using the internet to expand your business if customers have no way of reaching you. With chatbots with the best AI, you can communicate with your customers on any platform – Viber, Facebook Messenger, Skype, WhatsApp, you name it.

More and more people prefer having access to everything they need through a single platform, however, not everyone uses the same platform. You can easily gather data about your customers’ preferences, and build a single chatbot that can be available on any channel where your customers are.
Omnichannel presence is convenient both for you and your customers, as they can reach you wherever they are.

7

Ask for Feedback

Ask for Feedback

No business is perfect, and there’ll always be certain customers who are never satisfied no matter what you do. However, this doesn’t mean there’s no room for improvement. Asking your customers for feedback, whether it’s about the chatbot itself, your products, or services, will let you know what you’re doing right and what you’re doing wrong.

Your chatbot can ask the customers for feedback at the end of their interaction. When a customer is given the opportunity to express their opinion, you can know they’ll be more than satisfied. This will show you and your company cares about giving the best service, and it will give you a chance to improve.

Chatbots are an amazing tool for improving your customer service with the least amount of effort. You and your employees can focus on more important tasks and on the core business, and allow the chatbots to interact with customers online.