Can Chatbots Deliver Personalized Customer Service? 5 Tips for Using Chatbots to Improve Your Helpdesk
Streamline your customer service with the help of chatbots


Artificial intelligence is
transforming the way businesses operate at a rapid pace. They assist us in
automating repetitive tasks, eliminating human error, and generating ideas and
leads that help a company become lean and profitable.
When looking at how artificial intelligence can improve your business, one of the most readily available applications is
chatbots. Chatbots are intuitively designed digital systems meant to simulate a
human conversation through a chat service on a social media channel, website,
or any other digital platform. There is no question that chatbots provide
various benefits to your business.
It helps you
streamline customer service, helping your staff save countless hours while also minimizing staff
costs in support by doing most of the work that customer support
representatives can do.
It generates leads, and those leads turn into sales. Lead generation
is one of the biggest priorities for businesses using online technology today,
and chatbots help in that front.
It provides value
to your customers. Studies show that
over 1.4 billion people are willing to talk to a chatbot instead of a live
human being, making it easier to implement a chatbot experience.
It increases the
website conversion rate – Marketers put in
a lot of effort to drive traffic to their website, only to have that traffic
convert at a rate ranging from 0.25 percent to 1.0 percent.
Helps to increase
the number of qualifying leads - It would be ideal if we could speak with each lead and determine
whether or not they are a good fit before scheduling a meeting. In actuality,
most organizations are unable to do so on a large scale.
Maybe you’re reading this and
saying that you already have plans to start a chatbot or have one but want to
learn how to improve your chatbot experience. Here are a few tips that will
help you craft a successful chatbot.
“You can
teach your bots to give better responses”
A pro tip: If you haven't already, consider implementing
targeted messaging and product tours. You can reduce your support volume and
improve your customers' experiences by proactively educating and anticipating
their questions, regardless of the size of your company.
Exhaustively plan
your chatbot flow
Before
you start selecting and comparing the appropriate
live chat software, first determine what the flow of your chat might look
like on paper. That may seem like an additional step that will extend the
process, but taking that step can save you a lot of time and effort. When their
chat business flows, they often have to go back and forth in many parts of the
flow, wasting time and energy.
Some
chatbot services allow you to set the flow visually before launching it to give
you a glimpse of what that information might look like to customers by bird
view. Tiredly write down all the questions, questions and situations you can
change with the chatbot and come up with solutions and answers.
Determine your
goals
There are different types of chatbots that serve different kinds of purposes.
1. Lead generation chatbots help create potential business for companies
by delivering value-add content like e-books or cheat sheets, engage with your
customers, answer sales queries, and many other sales-oriented activities.
2. Support desk chatbots help existing customers who need help with an issue or query or walk
people through troubleshooting processes.
3. Appointment setting chatbots make it easier for clients and customers to set appointments with
representatives, consultants, or agents. This kind of chatbot comes in handy
for professionals and businesses in the service space, primarily doctors,
business consultants, life coaches, and so on.
Determining what goal or
objective your chatbot might want to achieve helps paint a better picture of
what your chatbot might include in the process.
Humanize your bot
Over 40% of millennials engage with bots daily. In a
large chunk of those cases, people say that chatting with a bot greatly likens
the experience of speaking with an actual live person.
One of the benefits of chatbots
in customer service is that it lessens the need for human touch, but that
doesn’t mean we have to remove the human experience. When creating a chatbot, find ways to
humanize it by making your responses conversational and adding emotions to it.
Using phrases like “Wow! Thanks for reaching out” or “I’m so sorry that you
feel that way” can help make the bot feel more human.
Use context instead
of bare words
Using chatbots in customer experience is becoming more common amongst
businesses today, and most marketing departments, staff, and IT professionals
understand them pretty well. A feature that isn’t new to them is the keywords
feature, but not many have maximized it yet.
Some professionals still use context-absent for auto-responses, but that
isn’t always the best practice. Say, for instance, a client sends a message,
saying “I got the wrong t-shirt size,” and your bot with the keywords “t-shirt
size” has a lead generation answer along the lines of “Hi! Here are the
available sizes for our shirts.” In this scenario, your bot just failed to
answer a customer’s issue and cause more frustration than relief. Instead of
using words, it’s better always to study the context. In the previous example,
using the phrase “wrong t-shirt size” might have been more successful.
“This
in-depth understanding of each customer and their journey can provide you with
some ideas for ways to improve your chatbot's responses.”
Integrate your bot
on a website
Building a great chatbot is one
thing. Getting it on the right channels is another story. The most common place
a chatbot goes is on a social media account, most likely on Facebook, but a
chatbot on a website benefits customers very well too. 42% of B2C websites have an available chatbot on the front end.
Services like TeeDee integrate well on website builders like Shopify, WordPress
or WooCommerce.
Not Just
Technology, but Application
Do chatbots improve customer
experience? We have all the reasons to believe that it does, but that’s only if
the technology is applied to the business right. It’s not enough to have the
software alone. You need to find the right software and use it the right way.
So take the time to follow these steps to build a chatbot that meets your
customer’s support and information needs.
About TeeDee
TeeDee helps to build affordable AI-enabled chatbots so
that small businesses and start-ups can leverage the power of AI. TeeDee offers
a holistic customer journey using a chatbot in your website to help sales,
marketing and customer care teams.
Our services include -
Feedback, Lead Generation, Support, FAQs, Surveys, Appointment Booking, Live
Chat, Custom make along with a variety of integrations and plugins like Email,
Slack, Webhooks, WordPress, Drupal, Shopify, Wix, etc.
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