How To Make A ChatBot Feel Less Like A ChatBot - 033
Howdy marketeers and digital lovers, welcome to?issue?033?of?Swipe & Deploy.
Hope you've had a great week and?are looking forward to the weekend.
Now enough of the pleasantries, let's get straight to the good stuff.
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How To Make A ChatBot Feel Less Like A ChatBot
Chatbots and self help chat tools are increasing in popularity, my personal opinion is I cannot stand them. I prefer to tap as many options as I can until I am transferred to a human, mainly because they are setup to be useless and ask pointless questions.
However, whilst recently on the hunt for fixing coffee machine, I came across a chat tool that didn't feel like I was using a chatbot.
The Beans Don't Go In There
After a recent purchase of a new coffee machine, not a few weeks old, my wife calls and says it's got red lights flashing and it's making a funny noise.
She had put coffee beans in the grounds compartment and the coffee machine did not like this!
Anyway, I attempted to get some help from the Delonghi website to see if there was an easy replacement or fix etc.
Whilst visiting the support area of the website, the support widget or chat bot, which i'd usually ignore cropped up and caught my eye, because it was visual and showed me the products.
After selecting my machine, I was presented with the most common issues that the support team most likely commonly face, from descaling, error lights explanations and brewing issues.
There is also a search box that appears to allow you to type in your problem, which filters as you type. If the suggestions are not helpful, the livechat (Human contact then appears during working hours).
Let Them Reach Out Only When They've Jumped All The Hurdles
Ultimately, many of the issues the company faces are common for many, and compared to a standard contact form, support teams would have been overwhelmed and overworked with the same questions time and time again. Filtering them and sending them to their relevant departments or using snippet responses to these common issues.
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By putting the ground work in for self help and making it visual by product, the user is automatically filtering their request and based on their issues, filtering further until they are discovered the answer, or do in fact need help.
It's only then, that the contact form or the assistant asks to contact a human.
This journey, because it was more insightful, was far more pleasant than a standard bot tool.
The Self Help Support Platform
The chat bot system that Delonghi are using is called Mavenoid. Which actually pride themselves on the ability to create a self help solution.
So What's To Swipe And Deploy?
If you've previously explored using automated chat bots but felt they were too 'bot' like, then take a deeper look at Mavenoid.
Whether product or service support, if your team waste hours on answering the same technical or support related questions then a support system like Mavenoid would certainly benefit you by delivering answers to the most commonly asked questions and allowing your users to self serve and only reach out if they cannot help themselves.
After the initial time investment in setup a self help tool can heavily reduce the time spent in answering the same questions plus it can inject something visual to make it feel less like a sub standard chat bot.
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That's a wrap for Swipe & Deploy 033 this week. Join me next Friday where I will share another insight or inspiration piece from around the web.?
Until next week - have a great weekend.?
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