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Building a Business Case for Your Chatbot: A Guide to Success
As companies consider implementing chatbots, it’s essential to build a strong business case that justifies the investment. Unfortunately, simply adding a chatbot to your website or mobile app won’t automatically reduce customer service calls. In fact, if you’re still relying on the assumption that reduced calls are the primary goal of your chatbot, you may be setting yourself up for disappointment.
To build the right business case for your chatbot, it’s crucial to conduct a thorough analysis of your web or mobile application users. This involves using tools like journey mapping, voice of the customer, confidence-building measures, and customer analytics to gain insights into your customers’ pain points, areas where they struggle, and what they can’t find on your website or in your mobile app.
Armed with this information, you can identify specific opportunities for your chatbot to generate more sales, assist with payments, or provide other support. It’s possible that your customer support site has issues that are causing customers to reach out to customer service after failing to find what they need elsewhere. However, it’s essential to validate these assumptions rather than building a business case around them.
One crucial step in building the right business case is to analyze where and why users get hung up during their journey. By doing so, you can identify potential areas for improvement and determine how your chatbot can help address these issues.
To build a comprehensive business case, consider the following questions:
* What are my customers’ pain points?
* What information do they need but cannot find on my website or mobile app?
* Where are they getting stuck during their journey?
* How can my chatbot assist with these challenges?
By answering these questions, you’ll be able to develop a business case that aligns with your company’s goals and objectives. For instance, if your goal is to reduce contact center costs, explore the possibility of deploying an advanced voicebot that automates more calls. These modern voicebots can also help reduce agent call durations by ensuring that all calls are escalated to the best available agent with the necessary information to resolve customer issues quickly.
While many brands may initially consider deploying chatbots first, thinking they’re simpler and a better experience for customers, it’s essential to re-evaluate this approach if reducing customer service calls is your primary goal. Instead, focus on deploying a voicebot that can handle more complex conversations and reduce the need for human agents.
Ultimately, building a successful business case for your chatbot requires careful analysis of customer needs and behaviors. By understanding what drives customers to reach out to customer service in the first place, you’ll be able to develop a solution that addresses these issues and provides a seamless experience across all touchpoints.
In conclusion, don’t assume that simply adding a chatbot to your website or mobile app will automatically reduce customer service calls. Instead, take the time to understand your customers’ needs and behaviors, and use this information to build a strong business case for your chatbot initiative.
Source: www.forbes.com
