6 Things Every Chatbot Strategy Should Have

Reading Time: 4 minutes
Janet Lee
By Janet Lee

December 28, 2020

A conversational chatbot can be a great value-add to your website, giving visitors an easy way to find the information they are looking in just a few clicks. But creating a chatbot requires a lot of thought, planning and some element of trial and error to deliver what your customers are looking for. If you are interested in building a chatbot for your website, consider these elements of a successful chatbot strategy:

1. The Chatbot Should Maximize Machine Learning

A great chatbot should always be smart in terms of operations. Suppose you want to get yourself a good chatbot that you will feel proud to call a conversation bot. In that case, you should consider having one that can identify keywords during conversations and carry out related actions. Having an AI bot equipped with machine learning ability aids in delivering the necessary information and content to customers in real-time.

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2. The Bot Should Be Personalized

The same way a business representative would engage a customer or client based on previous interactions, a chatbot should be able to do the same, but in its own way.  A good chatbot marketing strategy should see to it that the bot personalizes every customer approach. This includes factors such as remembering their names, addresses, subscription packages, and residence.

3. Security Should Be Top on the List

No client wants to engage with an organization whose system has security loopholes.  While personalized chatbots have access to the client’s personal information, organizations should make sure that the data is secure.  An efficient chatbot marketing strategy is to test the bot to make sure it is secured from any potential breaches.

4. The Chatbot Should Encourage Analytics

Chatbots are no longer developed to serve front end users alone and a good chatbot marketing strategy is designed to give real-time data to back end users.  By getting statistical figures and an analysis of performance, organizations can improve their bots to provide better customer service.

5. The Chatbots Should Deliver an Omnichannel Experience

Where the bot is integrated, it should have enough relevance to offer unified communications  to all users across various platforms. Be it on a messaging channel or a website, a chatbot should recognize, remember, and handle each customer considering their preferences.  An organization’s chatbot should not use a different mode of communication with customers on a different platform.

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6. It Should Incorporate Pre-Training Routines

You should pre-train your chatbot before launching it to the public.  This measure helps develop the bot to understand protocol and language as it relates to an industry or a business.

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When developing your chatbot, you should build it with the impression of a conversation, such as a live engagement. “Good enough” support no longer cuts.  The importance of proactive support continues to grow as customer support shifts from reactive to proactive. 

Learn more about how to develop the best chatbot strategy and other inbound marketing tactics to give your customers the best experience in our free growth stack guide!

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