Our Services

Chatbots

45 seconds To get your customers a response

About this service

This isn’t about not talking to customers; this about using humans more effectively.

According to Juniper Research, chatbots are expected to cut business costs by over $8 billion by 2020. That’s a huge amount of savings that any sized business can take a share of. Implementing a chatbot for your business saves your customers time by getting the answer to their question within seconds rather than minutes. But this isn’t about cutting staff costs. This is about using your team more effectively, freeing their time from answering standard questions and allowing them to focus on the complex issues that make a difference to your customers.

Our Chatbots Service

How Do We Help People With Chatbots?

Understanding what matters to your customers

Our first session with you will be about the types of conversations that you want to have with your customers. We’ll challenge you to articulate what they need from you, what they ask, and which processes would benefit from a little automation.

Then we’ll design conversation flows that help steer a customer along the right paths, delivering them the information they need in a time-effective manner. This will increase their satisfaction with your service.

Designing Exit Routes

There’s nothing more frustrating than ending up in a loop of ‘I’m sorry, I don’t understand’ responses. Automation is only helpful if it is designed in a way that is sensitive to human needs. That means that your customers need to have a way to engage with your real people whenever they want.

Our conversation flows are designed to ensure there is an easy way out of the bot experience, and that your customers can talk to a real human when they need to. This could be trigger words relating to a certain type of issue or providing an escalation path for more serious incidents.

Bringing your brand voice to the bot

We’re huge fans of being open about a business using a chatbot. Don’t hide it or try and hoodwink a customer – it’ll never work! We believe that your business can gain huge efficiencies from implementing a bot, but it needs to be done in a way that’s fitting to your brand.

We will work with you to develop a personality for your chatbot, reflective of our core values and, hopefully, with a little bit of sass (if you’re brave).

Frequently Asked Questions

What is a chatbot?

A chatbot, or messenger bot, is a piece of software that is implemented to mimic a conversation with a person without the need for a human being, at least initially.

Do you need to be able to code to create a chatbot?

No. There are plenty of platforms out there that can implement the bot without the need for code. We can help you select the appropriate one depending on the functionality and outcomes required.

Which tools are best to create a chatbot?

There are so many that are free or next to nothing. ManyChat, Chatfuel, Landbot.io are just three that we use, but there are many more.

Should I tell visitors that they are talking to a bot?

In our opinion, yes. It is unlikely that you’ll be able to create a bot that can answer ever question it is asked. At some point, the user will need a human. If they felt they were talking to a real person before and then they discover they weren’t this can lose trust. It’s much better to explain the benefits of using a bot and having suitable actions to take them to a human.

When should you not use a chatbot?

There are lots of great uses for bots: sales, order enquiries, account enquiries, bookings, answering questions and more.

Are there any good examples of bots that I can interact with to see what they do?

We’re biased, but our MarketEd.Live bot can help you understand more about the event, who’s speaking, how to get there, where to stay and even let you purchase a ticket to the event.

It all sounds expensive. Is it?

It doesn’t have to be. Some of the software is free so the only cost is time to plan the conversation routes and outcomes. If you’d like to us to work with you to build a bot then there are some professional services charges involved but, again, this depends on what you want that bot to do.

My 20 years of working in a customer facing role has allowed me to understand how customers interact with businesses. I spent many years training customer service skills for retail. The principles are the same whether a customer is talking to a human or a bot. It’s about empathy, compassion and a mutual desire to help the customer. I love chatbots for the way they empower customers: answering questions quickly, allowing them to move forward and resolve issues. But I’m also seeing huge leaps in using bots for guiding customers through a sales process – it’s exciting to see the impact bots are having on the bottom line.

Paul Ince

Chatbot Specialist

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