When integrating a chatbot into a CJM, you should keep in mind that it should enhance the user experience, not complicate it. How to organically integrate a chatbot into CJM .
To achieve this goal, we recommend:
- Segment customers : As practice shows, the customer base of B2B companies is quite diverse. The chatbot should adapt to interaction with different audience segments. Thus, it can explain the basics of using the product to new users, provide preferential access to technical support to regular customers, or offer a pool of new solutions.
- Integrate chatbots into key stages of interaction with the consumer . Ideally, a chatbot should accompany the client at night clubs and bars email list all stages: from getting to know the product to placing an order and receiving feedback. For example, at the preliminary interest stage, the bot can collect information about the client’s company in order to offer a consultation with a manager at the purchase stage.A simple example of collecting feedback after communicating with an operator:
Use truly adaptive scenarios
The chatbot needs to be able to recognize the moment when it is best to transfer the user to a specialist. This is especially important when discussing complex issues directly related to both the technical characteristics of the product and the specific terms of the transaction. If such a “bell” is missed, the effectiveness of the interaction will decrease several times.
Insight : Implementing a chatbot in CJM can be challenging. For example, if the bot is too complex, it may scare off the user, while one that is too simple may not cope with the tasks at hand. It is important to regularly test scenarios and get feedback from customers . It is also worth considering the nuances of working in is it worth starting an online store? things to consider different industries: manufacturers may face requests for specific technical data, and wholesalers may face questions about prices and delivery terms.
How can you diversify communication in a chatbot?
It is extremely important for companies offering complex products or services to the market to consider that for their potential and current customers, chatbots should become not just automated assistants, but understandable, useful and spam data memorable interlocutors.
Unwanted monotony can be avoided by using ideas and strategies tested by Completo and our Clients:
- Implementation of interactive elements . It helps to increase user engagement and reduces their churn at different stages of communication.
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Can be implement through :
- choice cards : if the chatbot needs to know what product the client is interested in or what question he wants to ask, offer several options by placing them on cards. Visual clarity will help the caller find the right option faster, and the chatbot will provide the correct answer faster. As a result, everyone is satisfi with the interaction;
- visual cues . Video instructions or animations are the best solution for complex products. For example, a bot can offer a short video on setting up equipment or step-by-step instructions in a slide show format;
- quick access buttons . Don’t force the user to enter long queries manually: buttons with already written options will speed up the interaction process and reduce the likelihood of errors, disappointment, and loss of the client.