There are many ways you can leverage your chat bot to provide a great customer experience. You can use it to increase your response rate, automate testing, and ensure your repeat customers have a consistent experience.
Increase your rate of response
When using chatbots for messenger, it is important to keep an eye on the response rate. This can help you determine the success of your bot and your overall ROI. If your chatbot is not converting users to customers, there are a few ways to improve it.
For example, you can set a schedule for your chatbot to be updated, so you can keep it current. Or you can remove elements of your chatbot that don’t interest your audience. You can also offer them more information on trending topics.
The best way to get feedback on your chatbot is to ask them to rate individual messages. It’s also important to monitor how many conversations the bot is having. Not only will this let you know how your bot is performing, it will help you identify areas for improvement.
Another important tip to increase your rate of response is to provide one-click options. You can do this by providing a short menu that links to your brand’s information.
Ensure repeat users have a consistent experience
A chatbot does the leg work and obviates you the hassle of making a call. This is especially true when you are dealing with an engaged customer who is looking for an answer to their problem. It’s no secret that customer service is the name of the game and a well executed bot can be the difference between a happy customer and a tse tse tse. As such, a chatbot should be a high-dollar item in your marketing arsenal. Luckily, there are a number of services and vendors to choose from. The biggest challenge is choosing which one is right for you. Of course, no two customers are alike and a bespoke solution is likely to be the best bet. Moreover, as chatbots come in all shapes and sizes, it’s best to pick a provider that has a flexible portfolio of solutions. Some companies offer everything from one-time deployments to ongoing support and maintenance.
Chatbot testing involves testing your chatbot’s ability to answer questions, respond accurately, understand and handle different inputs. This can be done manually or by using a bot QA tool. Using the latter will save you time and make your test process more efficient.
Before starting testing, you need to identify the use cases of your chatbot. It is also important to identify your knowledge base and infrastructure. Also, you should include a verification test.
For a successful test, you should focus on the accuracy of the responses. You can do this by asking the chatbot to rephrase the query. You should also verify that the bot has the ability to handle errors.
Then, you can create a set of scenarios to test your chatbot’s response. These scenarios can be positive or negative. If your bot is not able to reply to the same request in the same way, it needs to be trained and retrained accordingly.
To automate testing, you can use a tool such as BrowserStack, which offers real browsers. You can simulate a real user chatting on your platform, which will help you to analyze the performance of your chatbot.