In fact, across the chatbots we’ve built at Snaps, we see a 30% drop off rate if there’s a free text entry. Whereas guided responses, or pre-determined copy writing in the form of branching or multiple choice, has a higher engagement rate. The reason being is that they’re not flawless and can often compromise the user experience. While AI and NLP (neurolinguistic programming) are very big buzzwords right now, we’ve found that most brands don’t actually want to leverage these technologies quite yet. The cost to acquire a user in Messenger is significantly less than the cost to acquire a native app user since its a nascent space, so the sooner you get a bot in market the better, assuming you have thought through tips one to 10! V1 is about building the needed infrastructure.Īre you using a chatbot as a user acquisition tool? How does the bot tie into your CRM? Who is the audience you’re trying to reach? New customers or existing customers? Bots are great for building your audience and building loyalty. You can learn a lot about your user’s behavior with fairly limited functionality, which will help you iterate and tweak future versions of your bot. Think about a bot this way…start with a tricycle, move to a bicycle and then graduate to a motorcycle. That’s right, start with something small as your V1 and then plan for a V2 launch after you’ve gotten enough data that you know what’s working well and what isn’t. If you are focusing on customer service, make sure that the bot offers a way to speak to a live person. The more focused your goals, the better the outcome. Do you want users to go through a commerce funnel and click out to buy on your Ecomm site? Or maybe you want your bot to deliver movie reviews and recommendations? Or perhaps field customer service questions? There are many things a bot can do, so it’s up to you to narrow it down. Knowing what your end goal is will help you build a better bot. Determine the use case for your chat bot: content delivery, commerce, customer Service?
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