Chatbot Checklist: 46 Chatbot tips you can’t miss!
More and more organisations and professionals are dealing with chatbots. Making a chatbot (or having it made) is really not difficult! But you might need some help with it. With this chatbot checklist we give you, based on best practices from professionals in the field and advice from our own chatbot experts, all the tips and tricks about the wonderful world of these visual assistants. Did you know, for example, that it helps to give your chatbot a personality? Or that the analysis and testing phase of the chatbot is really important to ensure a smooth implementation and launch of your chatbot? For each phase in the development of your bot you will discover the best tips. Read on and download the checklist for your organization!
# 1 Determine a specific goal
A chatbot without a goal does little for you. What do you want to achieve with your chatbot? Important properties and ingredients for the success of a chatbot are speed, quality and personalisation. With good application, a chatbot can quickly deliver the following:
- Up to 36% cost savings
- Up to 24% higher customer satisfaction (NPS)
- 20% growth in productivity
- Up to 40% of all conversations handled by chatbots
# 2 Define clear tasks
Defining tasks is one of the most important steps in the development of a chatbot. What do you want to use the chatbot for? What problems and challenges can a chatbot solve for your organisation? How can a chatbot help your customers better? Think of things like opening times or requesting product information. You can include these tasks and goals in a development plan.
#3 Choose the right chatbot
The type of chatbot you choose depends on the problem or question you want to solve. Chatbots are often used for:
- Answering frequently asked questions;
- Referring website visitors to the correct page;
- Routing calls to the right employee;
- Referring to the correct information source;
- Answering questions outside opening hours (for example during the weekend or in the evening hours).
Based on the goal, or a problem you want to solve, you can easily determine which chatbot your organisation needs!
#4 Be specific
It’s not yet conceivable that a chatbot can take over all the problems within your organisation, so choose specifics — it will increase the success of your chatbot. By starting with just one task first, it’s easier to measure what’s happening, whether it yields efficiency and whether customer satisfaction has increased.
#5 Keep it realistic, start small!
If you’re not completely confident about the technology, start small. For example, you can start with using a bot outside of opening hours. This type of bot is very accessible. It’s not really necessary to change your entire customer service in one go. Divide it into small, manageable steps and measure the result, so you’re able to take more efficient steps and then grow from there.
#6 Make sure your chatbot is, and remains, scalable
Make sure the chatbot can grow along with your organisation. To achieve this, make a list of requirements that the chatbot must meet for your organisation. Do not settle for a simple chatbot that can only provide standard answers to questions, but invest in a platform that ensures that your chatbot can “stay with the times” and continue to work for you in the future.
Because the world of technology is changing so quickly, more and more possibilities come up. Find a platform that fits your organisation and that also has integrations with other platforms, such as Google and Genesys.
#7 Use data to predict the success of your chatbot
By analysing past customer service messages, you’ll get a clear picture of how a chatbot can best support your organisation. Once you’ve done the analysis, you’ll know exactly which questions are suitable for automation and how many questions a chatbot can handle on its own. A chatbot feasibility analysis can help with this!
#8 Pay close attention to your analysis
Think carefully in advance about which questions you want to include in the chatbot and pay close attention to the analysis, so you’ll have a strong basis from which you can continue to build. A choice that you make in the beginning has an effect in the long term. Of course, you can always make adjustments during the process, but that’s not always efficient.
#9 Be aware that a chatbot is not always the solution
A chatbot is not always suitable for every organisation, or for every kind of question. Routine and predictable tasks can be easily automated, but for complex and ambiguous tasks, the interaction between people is still important. In order to truly understand customers and be able to respond to their individual needs, we still need human empathy, creativity and emotion.
#10 Decide whether to develop the chatbot yourself or have it developed for you
Do you have the capacity to develop your chatbot yourself? Or do you prefer to outsource the development of your chatbot? Before you get started, determine what works best for your organisation. This of course will also depend on your budget and your team composition. There are basically two options: You can outsource the development to a specialised chatbot developer or build your own chatbot using a chatbot platform.
Free: download the full Chatbot checklist now with all 46 tips!
Would you like more tips on how to start using chatbots, ins and outs on how to make your chatbot conversational, how to test and link to external systems, how to go live and optimize and how to evaluate your chatbot? Then download the Chatbot checklist for your organisation for free below. Feel free to share it with your colleagues!