How to make an effective chatbot & add it to your website.
As conversational marketing technology continues to gain momentum, interest in using chatbots for businesses grows in a high-paced rate. Fortunately, there are now many tools available that make it possible for even non-programmers to make effective chatbots. Knowing how to make a chatbot and add it to your website will help you have more real time interactions with your audience and, if done right improve your marketing and sales performance.
Creating a conversational marketing chatbot and adding it to your website does not have to be rocket science. By creating an overview and outlining your goals you’ll be able to create an conversational marketing chatbot that fits your needs.
The first step is to define the goals you have with your conversational marketing chatbot. Your goal may be collecting leads, solve customer queries, collect feedback, make appointments. Or a combination. Defining your goals will give you clarity on how to build your chatbot.
The next step is to create an overview so that you have clarity on what is neccessary to build your chatbot. The chatbot design canvas created by AI, NLP, and chatbot expert Srini Janarthanan is a great tool for this.
This canvas will give you a clear understanding of what it takes to build an effective website chatbot. The canvas goes over different aspects of that are part of building a chatbot. During the expert interview, Srini describes the process and the different aspects of the canvas.
This part is often overlooked but very important to have clarity on. To have great conversational experiences it’s important to define what tasks you want the chatbot and human agent to solve. To do this it can be helpful to plot a graph (see image below).
1. High frequency and low complexity.
Best use cases for your a chatbot.
2. Low complexity and low frequency:
Similar to the precious tasks however lower in frequency. This is the low hanging fruit.
3. High complexity and low frequency.
The best use case for a live human chat.
4. High Frequency and high complexity
These tasks are the best use cases for a hybrid model A hybrid model where the chatbot and live chat agent work together. In many cases, it will be interesting to choose a model where the chatbot handles the 1st part of the conversation and where they qualify and pre screen the user and then when requested hand over to a human for the more complex tasks.
Now it’s time to create a conversation flow. In a conversation flow you lay out the entire conversation in a design (see image). You can do this on paper, or use a tool like sketch for it.
Most chatbot builders offer a visual representation of your conversational flow when building a chatbot. This feature will, help to maintain an overview, save time and prevent errors. However, it is smart to have the conversation diagram drawn out before you start working with different conversation components.
Tips for creating a conversation flow:
The power of templates
There are several interface options you can choose for your conversational marketing interface. The most popular and the one you will see most across the web is the widget. However, in some cases, it can be smart to embed the interface within a page or create a separate landing page.
– Content enrichment
Make it playful and fun to engage with your chatbot.
1.) The user interacts with the chatbot.
2.) Chatbot qualifies user and somewhere in the funnel offers the user switch to a live demo or conversation
3.) The user accepts and company representatives get notified that users want live chat
4) Sales rep accepts notification and start a conversation or video chat with the user.
We discuss creating this hybrid model in chapter 5. Optional for video: company can also notify all users that a live chat is starting.
We will dive deep into this subject in chapter 4. However we believe that embedding your chatbot into your marketing automation is crucial and important part of building a chatbot.
We recommend using:
– Google spreadsheet
– Your e-mail providers (Mailchimp)
Expert (video) interviews