How to gather customer feedback with a chatbot
Businesses are using chatbots for large numbers for customer service, internal employee services, and other purposes. The non-tech-savvy consumer and business world is already used to chatbots, and the technology is not new or something to be afraid of.
Adding a comments mechanism to a chatbot is a trivial task. Expending the original chat or providing a reminder message at some point after the original chat and any resulting transactions or interactions have taken place can be added to Facebook Messenger, SMS chatbots, your app, or to solicit feedback about your website the next time a customer visits.
Provided the chatbot stores legitimate and legal interaction logs and ensures the user agrees and opts-in to future messages, all it takes is a cheerful “Hi, can I have your feedback for a minute, please?” And then the key concerns that provide data for the company to seriously improve its service.
Make sure you give the chatbot balance or a positive factor by labeling it as a feedback/compliment bot, rather than falling into the easy trap of calling it a “complaint bot.” With the ratings checked, the options selected, and the data or other Feedback accepted by the chatbot, the company can collect and analyze customer feedback.
Some companies still wonder how to analyze all this random, unsorted data. Well, the most straightforward point to do is to keep the 1-5 points as part of the conversation, but perhaps after the customer has had a chance to think and respond. However, chatbots and AI can analyze the text and understand the sentiment by looking for negative or positive words to infer the overall tone and specific verbs or nouns to understand product or performance comments.
While positive thoughts increase the score, negative ones at least include a reason for the poor rating, e.g.: “Delivery was too slow,” “The agent didn’t understand my problem,” “Your script sucks” Using AI to understand sentiment provided by a chatbot feedback questionnaire or chatbot satisfaction survey can provide analysis of a large volume of chat messages. If your company is smaller, a simple text log of Feedback can also reveal whether your company is succeeding well or not so well.
Creative ways to solicit and collect Feedback
If your business offers a feedback option and no one cares, you need to get creative about how the feature works. Most grocery stores and other fast food places offer this option, which shows how vital soliciting Feedback is even for large companies that can afford to do all kinds of research.
Other ways to encourage Feedback include a discount coupon for the customer’s next purchase or use of your services. If you offer a limited-time coupon and the feedback session, people are more likely to take advantage of it, which helps build a positive reinforcement loop.
Brands or companies with more ephemeral businesses can solicit Feedback by, for example, creating a quiz for Facebook that weaves in feedback questions in a fun and exciting way.
There are many ways to frame the conversation. Perhaps a “we’re sorry” discount could help turn that negative sentiment into something positive if they have something negative to say. Still, even those developing their first chatbot, most companies can create a helpful chatbot question list based on existing examples or talk to regular customers to find out how they would like to be answered.
Since it’s their feedback, feel free to make the bot more conversational and personal than usual, using names and information to encourage engagement.
What is a customer support chatbot, and do you require one?
A customer assistance chatbot is a bot that uses artificial intelligence (AI) and machine learning to answer basic customer questions through a business messenger.
AI chatbots use your existing details and resources, such as FAQ knowledge base articles, to answer and solve your customers’ questions. They can identify and answer multiple forms of the same question and can be trained to provide instant answers in your preferred voice and tone. These can be questions like “How can I add more users?” or “What are your prices?”.
With Intercom’s Resolution Bot, you can go one step further by proactively suggesting relevant answers even before the customer is done typing. This indicates faster, more consistent customer support and fewer repetitive, transactional questions for your support staff.
You need to think about adding a chatbot feature like this to your website if
- You have a global, growing customer base that requires multilingual support.
- Support is needed across multiple channels (e.g., website, in-app purchases, social media, etc.).
- You are not able to make your support team available 24/7.
- You need to reduce customer service costs and find more efficient ways to scale your customer support.
Pro-tip: Consider implementing product tours with targeted messaging if you haven’t already. By proactively informing your customers and preemptively answering their questions, you can reduce your support volume and improve your customers’ experience, no matter the size of your business.
Why customer support bot?
Customer assistance is one of the most resource-intensive departments in any business. Customer service representatives spend all day answering customer questions, connecting with other departments to get relevant information, and resolving repetitive customer inquiries. The more customer inquiries, the more agents and resources are needed, resulting in higher costs for the business.
AI is revolutionizing the customer service space. AI is helping companies better support their customers through various channels and methods. Chatbots play a crucial role in this AI revolution.
Intelligent Bots Customer Support Bot is an AI-driven bot that enables businesses to do things that were once considered impossible:
- Support customers 24/7.
- Resolve customer queries without human intervention.
- Handle large user requests simultaneously and more.
Pre-built and customizable skills
The Customer Support Chatbot comes with base scenarios to get started right away. Customize the base scenarios or add unique scenarios based on the requirements of the use case
Create a ticket share ticket status information and updates via dialog interfaces
Change account details, learn billing and payment information, and receive status updates via chatbot.
Handoff to live agents
A bot can move the conversation to a live agent for more complex and urgent requests.
A customer service bot, unlike a human, does not need downtime. Bots work around the clock to answer customer inquiries.
Discover the most typical customer issues and queries and resolve them quickly. Feedback is essential to understand user requirements. Get instant and quick Feedback from users through customer support chatbot.
In case of a complex query, the customer support chatbot can quickly transfer the call to a live agent, along with the context.
Have you checked out our Feedback and Customer chatbot?
It helps ensure your website is in tip-top shape. Check it out now here: Feedback and Customer chatbot