Adoption of the chatbot technology is helping countless enterprises enhance their customer communication and boost user engagement. Complementing a human support team, chatbots are aiding companies that are rapidly undergoing a digital transformation. With a multitude of business cases & industries chatbot solutions currently support, a chatbot can be a very handy tool in your arsenal. In fact, chatbot features have evolved so much that they have made chatbot an indispensable tool to create dynamic customer experiences.
Does your company need a Chatbot?
As per Global Market Insights, “The overall market size for chatbots worldwide would be over $1.3 billion by 2024.” Hence, it is inevitable that the chatbot industry will become the driving force of business communications. However, before we discuss the types of chatbots and ways to maximize their performance, we must first understand why we need chatbots.
Chatbots can solve a lot of problems. If your company strives to put its customers first, you would need to streamline the customer service operations. Enter chatbots. Here are some ways chatbots can solve everyday problems.
To learn more about how chatbots can automate repetitive queries/FAQs and aid your company’s digital transformation, check out our blogs on Does Your Company Really Need a Chatbot?
Types of Chatbots
Rule-Based/Decision Tree-Based Chatbots
Decision tree-based chatbots or rule-based chatbots are the simpler types of chatbots that use a series of defined rules, “if X then Y” to lead a conversation flow. These chatbots drive customer engagement by anticipating what they might ask, and how the chatbot should respond using menu/buttons.
Artificial Intelligence-powered Chatbots/ NLP Chatbots
NLP chatbot or AI-based chatbot is a more sophisticated tool that understands the context of the user input to give relevant information. Through Natural Language Understanding (NLU), Natural Language Processing, and pattern matching, this contextual chatbot allows easier conversation with users and continuously improves without a lot of human intervention.
Features for Maximum Chatbot Performance
- A clear business need
- Intuitive & Easy to deploy Chatbot Builder
- Interactive Chatbot script to engage with customers
- Easily Customizable & allows rich media messaging formats
- Seamless Live Agent Transfer for escalations
- Artificial Intelligence (AI) Chatbots
- Integration with Customer Service software
- Chatbot Analytics to consistently improve performance
When talking to a brand, customers expect nothing but a great experience. That’s why, if you’re planning to add chatbots to your strategic plan, you need to consider the key features of your chatbot to deliver exceptional conversational experiences.
A clear business need
Understand your needs first. Does your business need a chatbot? Here are some questions our clients ask before they decide if chatbots are for them or not- How many support agents does your team have and are they overworked? Are they solving too many repetitive questions every day? Can their productivity be improved if a chatbot helped take some of their load off? Will they save money? Can a chatbot work along with other systems so that human teams don’t have to jump around multiple applications? Will a chatbot add value to my business?
Once you and your team have a strong business requirement in front of you, a tool like HappyFox Chatbot can help give your website visitors an uninterrupted customer experience. Chatbots can help you take care of the low-hanging fruit while your agents tackle new challenges. Chatbots can prove to be a powerful conversational solution that is affordable and customizable.
Intuitive & Easy to deploy Chatbot Builder
An easy and visual bot builder like HappyFox Chatbot can change the game for you. With zero-code bot-building capabilities, you can deploy a chatbot in a matter of minutes through simple drag and drop.
Powerful chatbots platforms offer an intuitive interface for you to build a whole bot with decision trees and AI search capabilities without any knowledge of coding. There are multiple bot actions to choose from, ensuring you give your chatbot user nothing but the best experience.
Interactive Chatbot script to engage with customers
With customer interactions taking precedence over the actual product and brand, companies must make sure their chatbots not only provide a functional experience but also an entertaining one to their users.
A concise and human-like conversational experience for your customers can boost brand loyalty. Creating near-perfect chatbot scripts can seem overwhelming at first but here is a step-by-step guide to help you write scripts that provide an engaging conversational experience. Chatbot scripts that understand and resonate with your customers should be a top priority.
Easily Customizable & allows rich media messaging formats
Chatbots that allow rich line HTML content, one-click webpage navigation, and Knowledge Base (KB) articles can add life to your chatbot’s UI. Engaging conversations create engaged users. Visual elements such as emojis, file attachments, and KB articles that are shown optimally on the chat widget add to the enhanced customer experience.
Seamless Live Agent Transfer for escalations
While chatbots can handle the burden of repetitive and predictable cases, sometimes customers like talking to a real person. A chatbot should be able to automatically transfer these cases to your live team that can resolve the problem with a human touch.
Escalations happen when the customer query is not resolved entirely or when the customer prefers to chat with an agent. A tool like HappyFox Chatbot helps to seamlessly exit the chatbot conversation and transfer it to a live agent.
Artificial Intelligence (AI) Chatbots
While rule-based chatbots are easier to implement and can serve a multitude of use cases, they can’t understand the context or the intent of the human queries. To take their chatbot game to the next level, companies often opt for artificial intelligence chatbots. AI-powered chatbots or NLP-based chatbots are more advanced, can comprehend open-ended questions easily, and can improve their functionality over time using advanced machine learning algorithms.
AI chatbots are sought after because they provide exceptional proactive customer service, user experience, and quick resolution to website visitors. And as they continually learn from each chatbot conversation, they can prove handy to fine-tune the bot’s performance and serve the customers better.
Integration with Customer Service software
Chatbots that easily integrate with your customer service software can help streamline your business processes and provide your agents with a unified view of customer conversations. With all messaging platforms connected, you’re looking at 360-degree customer visibility. For example, HappyFox Chatbot seamlessly integrates with HappyFox Help Desk and Zendesk Support to ensure easy ticket creation, real-time communication sync, and heightened agent efficiency.
Chatbot Analytics to consistently improve performance
Implementation of a chatbot doesn’t stop at going live. Analyzing chat conversations with your end-users is key to providing them with a spectacular user experience and higher customer satisfaction.
Chabot analytics helps businesses calibrate their conversational flows and provide a better experience with every iteration. KPIs such as deflection count, top chat issues, and total transferred chats are some of the most common metrics that businesses around the world use to improve their chatbot performance.
Automate customer engagement with HappyFox Chatbot
Leveraging chatbots adds huge value to business communication and customer service strategies. If you’re looking for a robust conversational AI chatbot platform to promote self-service, you’ve come to the right place. With a great UI that offers third-party integrations with Shopify, Zendesk, HappyFox Help Desk, helps you analyze your customer data, and is easy to use, HappyFox Chatbots can aid your customer support human agents to attend to more complex issues. Learn more about HappyFox Chatbots or speak to one of our product specialists to get a personal demo!