Hello everyone! Anna Melnichuk is with you and you are on the SendPulse channel. Today we will talk about what a chatbot is and how to make your own chatbot. Don't forget to subscribe to the channel, like and set up a notification to keep abreast of new videos. A chatbot is an algorithm that is triggered by a trigger. That is, this is a kind of program in messenger, when a person makes an action, for example, subscribes to your chatbot, he receives a prepared message with answer options. The person chooses the answer, he receives a new message. This whole system is called a chatbot. It works exclusively in instant messengers. There are three global steps to create a chatbot. There are certain subparagraphs at each step, and we will discuss this with you too. The first thing you do when creating a chatbot is decide on the goal – what routine process I delegate to the bot chat.
Routine processes are internal, when inside your company, for example, there is too much communication between employees or when employees spend too much time on certain processes. And there are external goals, when you delegate communication with clients, on the chatbot, not all communication but some part. The goal can be as direct when you ask the person specifically for example, an email address or you sell something to it. There are also indirect goals when you, for example, additionally inform people about your servants or news. That is, globally, the chatbot has its direct goal, there are also indirect ones. When you define a goal, you need to understand how you will measure performance. That is, you need to understand what you will focus on. For example, how many hours the chatbot saved your employees, when he took over the negotiation process. This moment can be viewed very well in HR chatbots. There are chat bots that interview people, that is, they ask certain questions and understand what skills the candidate has and what skills they don't. Based on the results of this interview, which is conducted not by a person, but by an algorithm, candidates are assigned or further to HR for a second interview, more precisely for a deeper interview or he gets a message like "Thank you, you are remembered, your contacts are in our database, maybe we will call you back.
" That is, this is the goal. The next step is to create a script for a chatbot. I'm not talking about technical implementation now, but this is, relatively speaking, work on paper. You prescribe a person's path from point A to point B, that is, to the fulfillment of this goal. You must understand that the content of the chatbot and this path depends primarily on the target audience, that is, from those people who will use the chatbot. If people are not familiar with your company and see and subscribe to the chatbot for the first time, this will be one chatbot script. If these are already your customers or are they just warm leads, that is, people who at least learn something about you, this will be a different script for the chatbot.
You must take this point into account. Talk to the sales team, with the technical support department if your company has such people. or, in principle, talk to those who are on the front line, the one who communicates with your clients, find out what objections people have, find out what pains. Find out why they buy, what they like, what is triggered, which trigger is triggered, so that the person makes a decision in favor of buying your company. Find out, maybe some fears. There is a huge amount of information, which you can glean by talking to those people who regularly contact your clients. Use all this information to create a chatbot too. Then take a program, for example, mine master, that is, programs, which help to create mind maps and sketch out the scenario. You will have the first greeting message, where you say that this is a chatbot, and then you gradually, gradually, gradually lead the person to the end point, that is, to the very purpose for which you created the chatbot. Supplement the chatbot script with service messages, that is, you invite the person to return, invite the person to contact the manager if he has any questions or just say ask a question.
it is more correct to start with a simple scenario, let it be better if you have 10 messages, but they lead to the goal, than you will be sprayed on 300 messages, the person in the end will simply get confused in them. After that, we move on to step 3. Step 3 is just a technical implementation, when you see a script in front of you, you understand what will be in your chatbot, you understand the volume of the message, you understand what integrations you need, if you need them. You choose a service for creating chat bots. We will take SendPulse as an example, it has a clear constructor. You go to the constructor, connect your messenger and start configuring the chatbot. The technical part, believe me, is the simplest. It was more difficult to take step 2. Technical implementation. You set up a chat bot, you get some kind of primary option.
You can immediately test it, that is, send it to yourself. When you look at scripts on a computer, this is one option when you send a chatbot and see how fast it works or vice versa, maybe somewhere it is too slow, but here there may be incomprehensible information, an incomprehensible button, somewhere this Katrinka was cut off. You will track all these moments already on the live chatbot. You have a chatbot, you tested it for the first time. After that, its best to check it again the next day, because while we are making many mistakes are not noticed, and the next day the look is refreshed and you may notice some nuances. Be sure to send the chatbot to a few more of your colleagues, or trusted client, friends or relatives, for them to review and independently rate it.
They will tell you that, maybe, somewhere something is not clear, somewhere something is inconvenient. Based on this initial information, you can also make edits to your chatbot, Well, then you already launch the chatbot directly to the clients. That is, you get subscribers and start analyzing statistics: how many people, in principle, reached the goal which you put in front of the chatbot, do all people understand the sequence of messages. When you see how many messages have been sent, how many of them are open and how many clicks were made, you will see that there are buttons that people ignore, that there are, for example, something incomprehensible or they don’t know why they should use this function. You can either rewrite the text of this button, or, in principle, remove some product that is not popular, or in some other way to submit it. Besides, Please note that people will ask questions and write some phrases in the chat bot.
It is also worth collecting these phrases and setting up separate chatbot branches for them. For example, in our chatbot, which collect contacts for registration at a conference, people regularly write or "thank you" and then the chatbot does not know how to react or they write some kind of conciliatory words like "okay", "yes", "good". At first we didn't understand what was happening we saw these messages, but the chatbot reacted to them in the standard way: "we will answer you within 15 minutes" and it was not very pretty. Then we made a separate thread for thanks and when the person thanked us, he received a return gratitude and then we made another thread for conciliatory messages. When a person wrote, he also received the corresponding branch, the corresponding message and it revived the chatbot in a completely different way. It became more enjoyable and had a wow effect. Keep track of these moments too and be sure to pay attention, where users just fall off. I also had such a story, not a very successful case from a bot selling women's bags. People fell off just on the first message, and it was all because it was a cold audience on Facebook ads.
They saw a beautiful picture of bags and when they went to chat year there we decided to make a chatbot character. It was a dog, but people had a dissonance. They saw a bag in an advertising picture, but a dog in the chatbot itself and they did not even understand why, what and how and left the chatbot. You should also track and reconfigure these moments in your chatbot. Change some things to make it clear to users, so that they come to the goal. I do not want to tell you that this is an endless process, but yes, to improve the chatbot you will need set aside some time. If you have any questions, be sure to write in the comments. Also write on what topics you would like to watch the video. Thank you very much, subscribe to the channel, like it and see you soon!.