Once you have selected the platform, remember these tips to optimize user experiences with the customer support AI chatbot platform for websites.
Add personality
The best customer experiences with AI chatbot platforms come from interactions that incorporate elements of human conversation. Build friendly greetings, thank them for using your website, and use a conversational tone that puts customers at ease. Giving your chatbot a “personality” that complements your brand can improve customer satisfaction.
Expand integrations, if possible
A chatbot integrated with your knowledge base or help center is valuable. But one that’s integrated with your customer service management, customer relationships management, or ticketing software can deliver even more value to your customers and customer service team. Plan conversation flows and connect customers with the resources they need to create the best experiences possible.
Plan fallbacks and escalation to human agents
The last thing you want is to trap a customer in a loop that doesn’t give them the information they need. The best AI chatbots include fallbacks that give customers an out, whether directing them to another resource or connecting them with customer service agents.
When researching AI chatbot platform options, ask, “What if…?” and see how the chatbot responds.
Test and update
A customer support AI chatbot platform for websites will only provide responses based on the information you give it. Involve your customer service team to determine the best way to respond to customer queries and how to orchestrate customer engagements.
Your customer service team is also probably best qualified to test the chatbot and help keep it updated, enabling it to provide the best possible responses.
Analytics
Even if your evaluation of your chatbot is positive and it appears to work during tests, monitoring its performance in the real world is still necessary. Keep track of the most common customer queries and whether your chatbot gives answers that lead to customer satisfaction.
Also, establish key performance indicators (KPIs) that will help you gauge chatbot performance, such as how often it responds correctly the first time and how often it needs to escalate requests to agents. If the chatbot isn’t achieving its objectives or performance declines, it’s time for an update or adjustment.
Customer surveys
A quick way to gauge chatbot performance is to ask your customers. Ask customers to provide a quick rating or a brief comment at the end of each interaction to gather information that can help you measure customer satisfaction and identify potential areas of improvement.