What content should your chatbot offer?

Entering a web page and starting to interact with a chatbot is very simple. The conversation flows, and the bot starts to break down a certain number of options that help users find the answer they are looking for.  

Now, why is it so simple? Well, because behind this robot there is, first of all, a platform that allows building a flow of questions and answers that will provide options according to the choice of each person, but also because there is a study behind, made by the team that manages the store that allows knowing what their users are looking for. 

What is the content that is usually implemented in the chatbot? Frequently asked questions. All those doubts are constantly repeated and can be automated because their answer does not require interaction with a human agent. Generally, they are usually questions that are answered with a short text, but they are more complex, and not all software allows including it.

Let’s give clear examples:

1. Payment methods information: here there is not much to say. It is simply to provide information about the payment methods offered by the company. 
2. Stores information: you can provide the list of stores with addresses, and opening hours and add other information that may be useful for buyers. 
3. Exchanges and returns: one of the most important points, considering that online shopping is characterized by a high percentage of returns since, unlike physical shopping, it is impossible to try on, for example, a sweatshirt. Users must know what the company’s policies are, to avoid complaints in the future. 
4. Order status: This topic is related to one of the most frequent questions in e-commerce, “Where is my order” but answering this question through a standard bot, is not as simple as the rest of the points Therefore, being able to offer this service to users is an added value!

These are the most “classic” options, the ones you will often come across every time you interact with a bot in e-commerce, but you don’t necessarily have to include them in your chatbot.

How do you know which questions to set up on your website?

As we have mentioned above, the content you put in your chatbot must be personalized. This means that it will be designed purely and exclusively to provide a quality experience to your users, and therefore, you need to follow certain steps that we will see below

1. If you don’t have a chatbot in your e-commerce yet: you should collect all the questions that your potential buyers ask your human agents. Once you have all this information, you should analyze it to understand which ones are often repeated and classify them to understand what are the frequently asked questions on your website and then add them to your chatbot.
2. If you already have a chatbot in your e-commerce: it never hurts to double-check if the content you have configured on your site is correct. For this, you will have to see statistics and understand if the questions that are already configured are the ones you need, or if new repetitive topics have arisen and are being handled by human agents.

This work of collection and analysis is essential so that the content you add to your chatbot is of quality and can provide help to your users. 

Now then… After seeing all these points, are you still wondering why it is important to have a useful Q&A flow on your website?

Here we’ll quickly break down the benefits:

• Optimize resources: one of the main functionalities of the chatbot is to act as a filter, answering frequently asked questions that do not require human attention. In this way, your team can focus on helping potential customers and focus on selling, while the bot will answer the most common questions.
• Quality experience for your users: entering a website and quickly finding the information we are looking for is something that has no value whatsoever. The shopping experience you offer to your potential customers will have a direct impact on the number of sales.
• Customer loyalty: a satisfied customer will return to buy on your website, compared to another who does not feel comfortable with the treatment they receive in your e-commerce. For example, a user who is looking for a sweatshirt and cannot find the size chart will probably try to contact a human agent, or, if not, go to another website. If you provide this type of information, that customer will quickly return and continue buying because he will have the peace of mind of finding all the necessary information to complete the purchase.

We will make a point here, since everything we have seen so far has to do with the starting point: what information we are going to include in our chatbot and what are the steps to be able to configure it later in a software. But one important topic is missing, and it has to do with the platform we will use to be able to bring the bot to life.

How to choose the right Chatbot software?

Well, it depends on the functionalities you want to give to your robot. There are many options, but not all of them offer the same features, and this is where you should pay attention to avoid implementing a chatbot that does not offer what you need. 

The possibility of configuring text responses is what you will find in most of them, but there are others -such as the order status and the possibility of suggesting products- more complex that you will not find in the wide range of options. 

In addition, you must take into account the interface to configure your flow of questions and answers because if your team does not know about coding, it will probably be complicated to dump all the information.

Oct8ne’s chatbot

First of all, it should be noted that the Oct8ne bot is so powerful that it acts almost like a human agent, fulfilling this role in case you do not have dedicated staff to cover this area.. 

Furthermore, it can suggest and show products, helping your potential customers to easily find the items they are looking for, and facilitating the purchase process within your website. Let’s go into more detail:

• Visual support: this is the first feature to highlight, which you will not find in other chats. What is it? A screen where you can interact in real-time with your users, sharing images and videos and interacting as if it were a face-to-face conversation. The coviewer, as we call this powerful visual support, is so powerful also because it has two innovative buttons, Add to Cart & Check Out, to guide customers throughout the whole purchase process. Do you offer services and do you need to make a video call? You can, for example, show a calendar through the coviewer so that your users can schedule a video call at the same time they interact with your robot, without the need to switch to another tool.
• Another possible use for visual support can be to post videos explaining the use of your products. In this way, you will build customer loyalty and increase your sales at the same time. Check out the Freshly success story to see how they did it!

 

• Integration with your product catalog: this functionality exists for both the livechat and the Oct8ne chatbot. This way, you don’t have to configure your products one by one, as you can quickly integrate your online catalog. In addition, it is possible to add other functionalities such as consulting the stock in stores. This way, you can quickly show whether the product they are looking for is available or not and in which store.
• No-code configuration: creating your question-and-answer flow does not require programming. You simply place the content with our drag & drop module system.
• Product Recommender: Oct8ne allows you to set up a stream linked to your product catalog so that your potential customers can quickly find what they are looking for just with keywords. In this way, the robot will ask your users what they are looking for and just by typing a keyword the robot will show related items -previously configured-.  Check Drim success story to know more.
• One Click Integration with Messaging: the robot that you have created for your website, you can also replicate on the main messaging channels, such as WhatsApp, Facebook Messenger, and Instagram.  Important: when we say “one-click”, it’s really just one click.
• What’s new! GPT-4 Chat Integration: keeping pace with the latest market trends, we offer integration with this new technology that everyone is talking about.

So far we have told you the best practices to implement a bot on your website, and we have also previewed some of the features of Oct8ne. 

Get to know the potential of Oct8ne bot and start automating your conversations to offer 24/7 quality visual customer service. 

I want to set up a chatbot!