With 80% of companies planning to implement some type of chatbot by the end of 2020, it is becoming increasingly popular to use a chatbot for improving business processes.
Most companies implement a similar procedure: create a chatbot, promote it, engage with users through it, and grow your business.
But one of the most important things that this procedure requires is a tightly bound strategy that makes it work.
How Do You Create a Strategy for Your Chatbot?
There are five major pointers to a successful chatbot strategy:
The first step to a successful chatbot strategy is profiling your clientele. The ultimate goal is to create a chatbot user experience that connects with that clientele in a relatable and useful way. Your target audience should be your guiding light throughout your strategy.
You can’t create a successful chatbot strategy without knowing what your end goal is going to be. You want to create a perfectly natural conversational flow that guides your audience to that end goal. What can the chatbot provide the user that will get them to that conversion?
This is where the nitty-gritty detailing comes in i.e. the flow. Once you know what you want your audience to do in order for them to convert, you can create conversational activities that meet the proper and trackable performance metrics. These benchmarks will become our KPIs in the conversation funnel.
The next step is to design the storylines. This part includes the content that the audience follows to reach that conversion point. It is a very important step and any part of it should not be overlooked. The story directly defines your brand and shows the user what you want them to do, keeps them on track, and helps them have fun along the way, so they want to buy your product or service — and share the experience.
During the design process, you will want to install iterative feedback loops to ensure all of the flows will make sense to the end-user. Basically, you need to predict and prepare for any background information that would be required during any point in the flow of the chatbot and ensure that the flow contains feedback mechanisms to guide the user to and from the conversation flawlessly while providing that information. After you’ve completed all rounds of feedback, you’ll be ready to create your launch plan.