26 Jul
min to read

8 Steps to Leverage Chatbots for Customer Service Success

Process Efficiency
Support Technology
Table of contents

Everyone has experienced endless hours spent on hold to reach a customer service agent. How long should I wait? And why did they choose this grating tune?  You definitely don’t want your customers to experience the same with your brand (assuming you really like what you do).

Fortunately, as chatbots in customer service continue to improve and become a key component of sales, today, you can turbocharge your customer service while sipping on your coffee.

Let's spill some facts. Did you know that 74% of consumers prefer chatbots for automated customer interactions and instant answers? And retail spending on chatbots is projected to reach $142 billion by 2024? But it's not all about numbers! Modern AI-powered chatbots for support are capable of facilitating intelligent two-way conversations like a good friend would (or should).

With this in mind, it's time to grasp the best practices for leveraging chatbots to assist your sales personnel, elevate income, and handle client problems in seconds.

The Real Cases of Chatbot Success: Customer Satisfaction and Sales

Real examples work better than words, right? So, rather than focusing just on chatbot's advantages in customer service, we reviewed some successful stories of how chatbots revolutionized organizations.

Valley Driving School's Chatbot and 94% Satisfaction Rating

Valley Driving, a driving training school, opted to attempt a chatbot after struggling to deliver high-quality omnichannel service while receiving many client inquiries through email. The result exceeded all expectations. They went full speed on connecting with their clients by developing a chatbot, servicing over 12,500 users quickly and significantly improving response times with chatbots. But hold on, there's more. This small automatic algorithm not only kept up with demand and improved assistance efficiency, but it also received an astounding 94% satisfaction rating!

Nextdoor Burger Bar’s Chatbot and 300% Sales Increase

Fries, shakes, and a 300% increase in sales. Nextdoor Burger Bar is another notable example. After introducing a chatbot, the food firm noticed a 300% increase in online orders. Convenience is sandwiched between flawless service that satisfies customers at any moment (yes, even at strange hours when you're contemplating your life choices and yearning for a triple-stacked burger with fries).

Amtrak's 800% Return on Investment

One additional notable success story has to be Amtrak's use of chatbots. In only one year, the National Railroad Passenger Corporation saw an 800% return on investment, boosted reservations by 25%, and saved $1,000,000 in customer service expenditures! All due to establishing the appropriate approach for answering over 5 million consumer queries each year.

These are just a few examples. You may get motivated by reading other successful case studies and exploring the benefits of chatbot support even deeper.

Now, let's go into some practical advice so you know where to start and how to approach AI Chatbot deployment strategically.

8 Steps To Leverage AI Chatbots for Excellent Customer Service

Ready to provide exceptional customer support with AI-powered chatbots? Here's your step-by-step approach to chatbot implementation in customer care to join the list of success stories above. With each step, you'll be well on your way to revolutionizing your customer service game.

If you want to join the list of success stories above, here's your step-by-step approach to using AI chatbots to provide exceptional customer support. With each step, you'll be well on your way to revolutionizing your customer service game.

Step 1: Research Your Customer Persona, Needs, and Pain Points

Understanding your clients, their interests, and their difficulties is the cornerstone for developing a chatbot that actually responds to their requirements. To create realistic consumer personas, undertake research on your target population, conduct surveys, and evaluate customer data. Recognize reoccurring problems, unmet demands, and prevalent pain sites. This knowledge will assist you in creating a chatbot that efficiently handles those particular problems. The one that will address every FAQ and concern a customer might have.

Where to look for customer insights? If you need ideas of where to start, here are your little tips: information from purchase histories, behavior tracking, surveys or one-on-one interviews, customer feedback, product reviews, and social listening. But! Make sure to use analytics for analyzing and interpreting your data. It will help to identify trends rather than single concerns and save valuable resources.

Step 2: Identify the Need and Set Your Short-Term & Long-Term Goals

Every great trip starts with deciding where you want to go. Consider what you want your chatbot to do. Is it raising sales, improving response times, offering 24/7 assistance, or a combination of the three? The idea here is to identify the most urgent issues and create specific goals.

Here’re two important things to consider:

  1. Get as specific with your goals as possible. It will help you and your team to ensure you see the same picture and know exactly what you want your chatbot to do.
  2. Create both short-term and long–term goals. Long-term goals are about the strategy, and the long-term result you want to see while doing something. For instance, the short-term goal might be to collect feedback and relevant data, while the long-term goal coming out of it is to improve the product and service to become a one-stop solution.

Here’re some possible goals to consider:

  • Reduce the amount of time it takes to respond to client inquiries ( let's face it, no one likes to wait).
  • Ensure round-the-clock assistance since questions might arise at any time.
  • Treat your customers like kings by giving them individualized service.
  • Collect feedback and relevant data.
  • Reduce the stress and increase the fun of onboarding new customers (first impressions are everything, and chatbots may be the ideal icebreaker).

Whatever goals you choose, remember that you are in charge. Therefore, your goals should be specific and correspond to your company's overall goals.

Step 3: Define Your Budget

So, here's the million-dollar question: how much money are you willing to put into your chatbot? Setting a budget may seem like picking the winning horse in the Kentucky Derby, with alternatives ranging from free to a small country's GDP. But don’t worry!  Consider the complexity of the activities you want your chatbot to accomplish, the number of interactions it will manage, and the degree of customization it will need. It's not about finding the cheapest chatbot; it's about finding the showpiece that gives you the most bang for your money.

Step 4: Pick a Platform That's Perfectly Tailored to Your Specific Needs

You should investigate the available choices in the market (there will be plenty of them in 2023), compare their features and prices, and then choose the one that is the most excellent fit for your needs. It's essential to keep in mind that the success of your brand depends on discovering the right recipe to achieve your goals.

What are the best customer service chatbots? Here are some of the most popular options:

  • Tidio: Tidio is an AI-powered chatbot designed to reduce customer turnover and increase retention rates. Chatbots alert your operators when consumers shut the chat window, prepare to leave the website, or want to speak with a human agent, allowing them to reply appropriately. AI can answer up to 73% of consumer inquiries. Answer queries regarding product availability, shipping regulations, refunds, and other topics automatically.

G2 Customer Rate: 4.7 out of 5

  • Boost.ai: Boost AI is best suited for sophisticated automation solutions adapted to unique company requirements. It's a chat builder with no programming required. You can rapidly develop and launch automated interactions. It's possible to create complex flows with our one-of-a-kind multi-level intent hierarchy, which includes context, filters, action triggers, and beyond.

G2 Customer Rate: 4.8 out of 5

  • Netomi: A highly customizable interface that offers rich interactive experiences that make your consumers feel heard, whether they're looking for support or information about your goods and services. Deep understanding of AI that takes clients through both conversational and structured processes to quickly achieve results.  

G2 Customer Rate: 4.8 out of 5

  • HelpCrunch: Create a chatbot flow in minutes without writing a single line of code. It is created on a conditional if/then basis, making it very easy to train. Determine its effectiveness. See how many users engaged with it and completed the whole flow.

G2 Customer Rate: 4.7 out of 5

But there’s plenty of fish in the sea. Do your own research and read reviews firsthand before you make any commitment.

Step 5: Craft a Delightful and Engaging Bot Persona

Nobody wants to talk to a soulless machine. That’s why creating a distinctive bot for your chatbot is essential. Do you want a smart conversationalist or a straightforward problem solver? There’s no correct answer, and the tone of voice of your bot persona would depend on the target audience (users), your brand, and the purpose of using the bot. In other words, whatever you choose, it should:

  1. Be appealing to your TA.
  2. Be consistent with your brand persona.
  3. Align with the key purpose (for instance, if your goal is to reduce stress and increase the fun of onboarding, then the conversational, friendly, and warm tone of voice with a bit of humor might be your perfect option).

You may also incorporate samples or references from existing chatbots, personalities, or celebrities that inspire you.

Some adjectives to consider programming your chatbot: friendly, professional, humorous, helpful, flexible, appropriate, empathetic, comforting, creative, respectful, calm, creative, authentic, knowledgeable, and responsive.

Step 6: Train Your Chatbot to Navigate the Twists and Turns of Customer Conversations

You've chosen the platform and a winning personality; now comes the exciting part: training. Consider it as teaching your chatbot your consumers' hidden language. Feed it with FAQs and a detailed script to help you navigate talks. Always remember that practice makes perfect! Train your chatbot to understand jargon, slang, and other conversational nuances that will turn it into a smooth-speaking customer care machine. To do it effectively, you need real-life cases from your support agents, as well as customer reviews and feedback.

Step 7: Test Drive!

Would you offer a cold cup of coffee to someone?

Before releasing your chatbot to your consumers, put it through thorough testing. Simulate consumer inquiries and circumstances to make it as realistic as feasible. Gather feedback, identify where it falls short, and adjust appropriately. Repeat this approach until your chatbot is ready to be crowned the customer service of the future.

Intentional Error-Matching: Push the boundaries and see how your chatbot reacts to probable consumer typos, misunderstandings, or ambiguous language.

Try actions not directly related to the chatbot's major duties to observe how it handles unexpected requests.

Step 8: Get Ready for The Big Launch, Monitor and Adjust

It's finally time for the big unveiling. Launch your chatbot with pride, but don't throw in the towel yet. As you evaluate your chatbot's effectiveness and collect real-world data, the improvement process continues. Adapt, optimize, and tweak to ensure your consumers have a positive experience.

Make a spectacular announcement to your audience about the launch of your new chatbot. Send out eye-catching emails, newsletters, and social media posts. Consider it like welcoming a prized pet that you can't wait to show off.

Furthermore, although chatbots are fantastic, no one is protected by a "Denial of service." Make sure your consumers have alternate assistance options in case your chatbot makes a mistake. Furthermore, having the opportunity to contact a client agent at all times is a fantastic solution for consumers who despise AI. You can always outsource a qualified customer care team to Ever-Help and build your powerful combination:

ChatBot + Dedicated 24/7 Customer Support =

100% customer satisfaction

Just book a call in a few clicks, so we can discuss your personalized customer team strategy and quote.

Bottom Line: Is Your Business Ready To Thrive?

Using a chatbot for your company involves preparation, testing, and training. Chatbots serve as a low-effort CTA to help clients, but they demand commitment to master since chatbots become more sophisticated with AI breakthroughs, and the benefits of chatbot support are ever-increasing.

So, deep breath in, exhale out and jump in. Here's to a future when conversations with chatbots are easy, consumers are thrilled, and take-out coffee never goes cold. With the eight steps discussed above, you are not just another fish in the water with a chatbot by your side—you're a strong competitor!


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