What should the chatbot be able to do and for what purposes will it be used? Think in advance about which use case the chatbot should cover and which pain points it should satisfy.

In most cases, it doesn’t make sense to simply introduce a bot that can do everything right from the start – you’re better off focusing.

Helvetia, for example, has focused one of its first chatbots exclusively on the process of reporting lost bicycles.

2. transparency and openness

Under no circumstances should you conceal the fact that your customers or users are currently communicating with a machine. It must be clear from the outset that users are talking to a chatbot. Otherwise your target group will feel unfairly treated.

3. benefit

Your chatbot must fulfill a concrete benefit for users. In many cases, this is, for example, round-the-clock availability or communication via a new channel such as Facebook Messenger. Make sure that you communicate this benefit clearly within your company and to your target group.

4. machine vs. human

Make sure that your customers don’t just communicate with bots from one day to the next. It should always be possible to reach your company via e-mail, live chat or telephone.

5. combination of human and chatbot

Ideally, you should connect the classic communication channels, which are managed by people, with the chatbot.

It is possible for the chatbot to first clarify the user’s initial questions and then transfer the conversation directly to a live chat without the user having to wait unnecessarily.

If this is not possible, the bot could also ask the user for their contact information as soon as it no longer knows the answer itself. Your employees can then contact the user by e-mail or telephone and deal with the concerns of your target group.

6 Transparent in your company

Chatbots still meet with resistance from some employees. Employees may fear for their position and do not want bots to take over their tasks.

So be sensitive when introducing chatbots and be transparent with your employees right from the start. It is best to involve your team in the design and development of the bot.

7. technical integration

Chatbots must be integrated into other marketing and customer service software systems. Make sure that the chatbot is not viewed in isolation, but is always analyzed and further developed together with other activities.

8. channel strategy

Chatbots should be seamlessly embedded in a company’s omni-channel strategy. Make sure that all information, whether it comes from the employee, the chatbot or the website, is always consistent.

9. added value instead of technology

The added value that a company can achieve with a chatbot must be at the forefront of all considerations; it should not simply be about installing a new technology.

Ask yourself what the added value of introducing a chatbot in your company is.

10. testing and monitoring

Like all marketing and sales activities, you should also test the chatbot before you put it online for your entire target group. For example, start with a selected group of users or a focus group. As soon as the bot is online for everyone, you must not forget to monitor it. “Monitor” the chatbot and analyze the most important KPIs.

Have I forgotten something? If so, please leave a comment below this article. We can extend the list 😉