Get Started with

Chatbot templates are pre-designed bot workflows that businesses can install into their conversational messaging or chatbot platform. These bot templates consist of a set of predefined conversations that are generated by the chatbot platform to simplify customer support tasks.

Chatbot templates are commonly categorized by industries to cater to the unique needs of each business. These bot templates include human-like chat scripts that are timed and programmed to handle interactions in customer support without the need for human agents.

A bot strategy is a plan that will define the purpose of chatbots in elevating your business play. The advancement of AI and automation in recent times has opened up many new possibilities and use cases across industries. While the first chatbots of the world performed simple automated messaging and customer service functions, today’s chatbots can take care of a variety of business-critical activities. 

A comprehensive chatbot strategy needs to cover all bases, from user experience, user interface, and conversational flows, to a support strategy and a feedback and correction plan to improve its functionality after the chatbot is rolled out. While there may be many innovative ways to use chatbots for business, a winning chatbot strategy needs to outline the distinct role chatbots will play in your business plan. Here are some steps to help you get there:

• Have a clear purpose: Having a chatbot just because your competitor has one is not good enough. You need a convincing answer to “why chatbots” before jumping into the “how.” Begin with outlining clear, useful, and measurable goals for your chatbot to achieve. 

• Focus on customer experience: A successful chatbot in business is less about technology and more about addressing your target audience’s specific needs. Before you flesh out a clear objective for your chatbot, talk to your prospects to understand their needs. Engage with your customers on different platforms like phone, surveys, and social media platforms such as Facebook Messenger to get a holistic perspective on what customers want and incorporate them into your strategy.

• Choose the right technology: Do you want to code your chatbot from scratch, or do you want to use a pre-built chatbot design and incorporate your personalized features? Choosing the best option and appropriate technology for your chatbot is an essential strategy. A pre-built design for a chatbot has many advantages. Not only is it cost and time-effective, it is also easier to integrate into other apps and across platforms. For instance, Customer Service Suite allows chatbot developers to integrate with several third-party services or apps. Customer Service Suite is compatible with popular web browsers, can be integrated into websites and mobile apps, and works with platforms such as Facebook Messenger and WhatsApp.

• Invest time in safety and security: Chatbots usually collect information it receives from user engagement. Sometimes, especially when they are customer-facing, sensitive data passes through chatbot APIs. Such information needs to be protected at all costs. A chatbot with weak security protocols has already failed, even before going live. A fundamental element of the chatbot strategy is to take the safety and security of its interactions very seriously. Some safety parameters to look for are EU GDPR compliance, HIPAA, and and Privacy Shield among others. 

• Create conversational flows: While chatbots can mimic human conversations, they still have to be programmed to do so. Once you know your chatbot’s goal and the kind of customers it will be interacting with, you also need to plan the conversational flow so that your bot is quick, effective, and capable of keeping up chats that sound natural. The best strategies have multiple fallback options to navigate the journey back toward its goal if something goes wrong. Most poor-performing chatbots do not integrate fallback intent into their chatbot strategy, which sets them up for failure.

• Create a feedback mechanism and analyze results: Incorporating a feedback mechanism into your chatbot flow will make it easier to test your chatbot’s success. From user experience to employee suggestions, think of ways to follow up and collect feedback on-the-go. This could prove to be one of the essential components of your strategy. Unless you learn what mistakes your bot is making, you will not fix them and achieve your goals. Your chatbot strategy cannot end with creation. Once implemented, you will also need to monitor its progress through feedback loops and self-generating KPIs. You must choose the right KPIs for your chatbot’s functions and gather user feedback. 

• Learn from your competitors: With the increasing popularity of chatbots across industries (customer support, ecommerce, real estate, healthcare, and others), understanding how your competitors utilize them in their business can provide valuable insights on how to effectively employ them in your own operations. However, when evaluating a competitor's chatbot strategy, it is important to consider that your goals and strengths may vary. Therefore, it is crucial to develop a unique plan tailored to your specific needs.