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How to create a bot for your Live Chat?

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4 minutes

Phone and email are mainstays of customer support and have been for several decades. However, it takes time and resources to keep up with these setups and they come with several pain points, like wait times and back-and-forths. In this digital age, live chat is an integral part of business because providing a platform to communicate with customers in real-time is an excellent way to connect with and support them.

How to turn a chat feature into a revenue generator?

Well, this is where the chatbot comes in. As consumers move away from old-fashioned forms of communication, many experts expect chat-based communication methods to take over. Companies increasingly use chatbot to handle simple tasks, allowing human agents to focus on other responsibilities.

Here are other benefits:

  • Allow self-care: Thanks to automation and decision trees, customers and users are most of the time able to pick the right choice between the options offered to them by the chatbot and find what they’re looking for, or the right place to sign up, download, buy from you… So even transactions can be handled without any intervention, except when necessary. And you get notified when your intervention is required. But most of the time, you can set up your chatbot so that your customers could take care of everything all by themselves!
  • Hold multiple conversations at once: While operators are able to focus on one customer at a time, chatbots can answer thousands of questions at the same time. This increases business productivity and eliminates wait times.
  • Cost-effective: A chatbot is a faster and cheaper one-time investment than creating a dedicated, cross-platform app or hiring additional employees. In addition, chatbots can reduce costly problems caused by human error. User acquisition costs also decrease with a chatbot's ability to respond within seconds.
  • Great time saver: Chatbots can automate tasks performed frequently and at specific times. This gives employees time to focus on more important tasks and prevents customers from waiting to receive responses.

Chatbot is great! How does it work?

Setting up a chatbot is easy. Let’s say that we are in the SaaS industry. In our example below, we are using ChayAll, our omnichannel instant messaging platform.

  1. We are going to set up a simple decision tree. As a SaaS company, we want our prospective customers to have easy access to our knowledgebase, trial offer, and a way to speak with customer support for more specific or complicated inquiries. ChayAll makes it easy for you to create the decision tree you need. ChayAll’s interface is very practical and easy to use, with simple CTA (buttons).

  1. Once you set up the decision tree, you just need to integrate the live chat feature into your website. ChayAll also allows you to customize your widget and add additional messaging platforms (WhatsApp, Messenger, etc.).
  2. Anyone who enters your website will be greeted by the widget and if your would-be customer clicks live chat, your chatbot will come to life.
Here's an example of what you can do very easily with a botbuilder.

Key takeaways:

For any company looking to increase online business, a chatbot will play the important part of replying to basic questions from prospective customers or of giving them directions so as to enable them to take care of themselves (self-care process). They will be led to a trial or subscription page anytime of the day or night, from Monday to Sunday, regardless of the site traffic opening hours.

As a result, visitors will find it easy to get the details they need to make the decision to purchase, and the fact that they can buy from you all by themselves or get redirected to the right person easily will make everything seamless and easier. Even for existing customers, it makes it much easier to find the information and support they need. The workload for customer support agents gets cut as well as a result of most questions being answered by the chatbot already. This leads to lower overhead as well, which is a nice complement to the rise in sales you can already expect. Last but not least, the chatbot feature is more powerful when used with other chat apps. You might not know about this already, but you can duplicate the same decision tree to your ChayAll widget’s other messaging channels: What’sApp Business (a must today in almost every industry), Facebook Messenger, Instagram, Apple iMessages and more. We’ll focus about setting up a comprehensive sales funnel using Facebook Ads with WhatsApp buttons used as conversation openers to generate incoming leads in our next article.

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