Work from a system!
Every business should have systems in place. The systems are step-by-step actions that are followed for each part of the a process whether it be pre-sales enquiries, closing sales, dealing with customer enquiries, handling support issues etc. When building a chatbot you need to be focused on the business’ systems. if the business does not have systems, this is an ideal time to create them!
Set your business’ local Time.
Then insert a Greeting message (message the customer gets shown BEFORE they start chatting). This might give instructions (e.g. Welcome to XYZ Business! Please state whether you need help with pre-sales, technical support, or billing and we’ll do our best to help you instantly!)
The Getting started response enables you to select from your responses one which will be shown as soon as a customer starts chatting.
The Persistent Response allows you to use a response containing buttons which can be used as a navigation menu on the chatbox. Customers can use the menu at any time to get responses to their queries.
The subscription channels feature enable you to create Customer lists. ChatMasters stores customers’ first names, last names, gender and location by default. So you can message your customers at any time. However, you might want to send different messages to different sets of customers. E.g. a real estate agent won’t want to send information about new rentals to clients interested in purchasing a property. Similarly, a retail business might want to send different messages to male customers than female customers, or they might want to send a message ONLY to customers who purchased product A.
You can create multiple channels and then add/remove customers using a ‘Subscribe’ hook on a response.
Keep buttons to a maximum of 3 on a single response. Facebook doesn’t like more than 3 buttons on a single response.
You can use more than 3 items on a carousel though.
Keep responses personal and friendly.
Do NOT ask open-ended questions! Lead customers with questions that require specific responses. An easy way to do this is to have responses that contain buttons.
Move customers to relevant channels (lists) by using the ‘Subscribe’ hook on a response. (e.g. if a response asks a a customer is they prefer product A or B, you can have the bot add them to the appropriate channel. A channel for customers who like Product A and another for customers who like product B.
Work from your systems! I can’t stress this enough. A successful business is run by systems NOT people! Create your responses and flows from the business’ systems. You’re looking to emulate as closely as possible how a live person would respond. Imagine you’ve outsourced customer support to a company who answer the phones for you or deal with live chat support. You wouldn’t just tell them call answering company to wing it, right? You’d tell them how to answer the phone or what to say in live chat and give them a workflow to follow. With each stage the operator would ask questions and then give the appropriate response. If, after going through the process, the operator is unable to answer to a customer’s query, the customer’s query is passed on to the business owner/manager.
With ChatMasters, EVERY chat is recorded so it is easy for a business to manage all customer queries promptly WITHOUT having to pay expensive call center costs!
Set out order of flows by dragging each flow up and down until you have them all in the right sequence. That way, the bot will be much more intelligent because it knows what information to send depending upon what section in the flows the customer’s conversation is at. A ‘yes’ to one question would then trigger the bot to give a different response to a ‘yes’ given at a different of the conversation.
Finally, set a ‘default flow’ – this is the flow that will be seen if a customer types something in that is not recognised by any of the flows.
Review chats regularly to to improve bot intelligence. Your bot will get more intelligent with use. You may find your customers use a word or phrase that you hadn’t thought of and you can then update the responses to make the bot deal with the same/similar words or phrases in the future!
Filter messages via channels! Customers only want to receive messages that are relevant to them!
IMPORTANT: When using the batch messaging feature, DO NOT send direct sales/marketing messages! Sales messages are not allowed by Facebook’s terms and conditions. So, only send messages that refers customers back to yuor fanpage for news, updates, etc. Of course, you can have posts or your fanpage that are sales and marketing related. Just be sure NOT to include overtly sales/marketing messages when sending batch messaging.
Keep messages personal and friendly. It’s all about maintaining relationships!