As organizations continue to automate their sales and customer service functions to reduce costs without damaging the customer experience, chatbots, or technology-fueled virtual assistants, have become a critical investment. An Oracle survey found that by 2020, around 80 percent of businesses will be leveraging the technology. From increasing sales, to speed up response times, to personalizing digital experiences, chatbots are ubiquitous in business and are positively impacting consumer engagement across a range of industries, from retail to finance.
Chatbots open better paths to e-commerce by creating on-demand customer conversations. This hybrid of retail and conversation is what many refer to as conversational commerce. Conversational commerce is about delivering convenience, personalization, and decision support through a chatbot and allows brands to provide differentiated experiences to the customers. They can converse with a bot to shop for things, rather than visiting a website and going through the entire process of searching items, adding them to the shopping cart, checking out and paying the bill. Just a nudge from a bot can help boost the conversion of searches to sales and build a rapport with people who might not know what they want.
Chatbots and conversational commerce offer a great opportunity to improve the customer experience. But the quality of that experience is not a given. Building a chatbot for the sake of having a chatbot will result in an ineffective platform, leading to delayed or erroneous interactions. Many brands, unfortunately, lack a clear conversational commerce strategy and miss the mark when it comes to designing the script for seamless, delightful and efficient conversations.
The first step is to ensure that the prompts your chatbot delivers personalized and relevant. One must first understand what goes on behind the technology:
Designing a Conversational Chatbot
Conversations should be designed in a manner that they should not only convey information to the end user but also be engaging enough. This helps the end user take decisions easily and quickly without thinking too much about how to respond next.
The flow of conversation plays a crucial role in having a good user experience. Conversations should be designed in such a way that it gives a natural and enjoyable experience to the user. To maintain a proper flow of conversation, companies should be able to predict what the user is going to ask next and then design conversations that would trigger an appropriate reaction from said response. It is important to provide a free-flowing conversation to support all kinds of natural language variations, as humans expect chatbots to converse normally like a messaging application.
Here is your Do and Don’t checklist that you can reference when designing or revaluating your conversational chatbot.
Do’s for Designing a Conversational Chatbot
Don’ts for Designing a Conversational Chatbot
Chatbots give brands an opportunity to build, manage and maintain fruitful relationships with their customers. While designing, make sure that the personality, tone and manner fits perfectly with the user and with the specific situation in which the user is interacting. With this tailored approach, you’ll see ROI fast and reap the benefits of conversational commerce.