With so many interesting use cases to choose from, it's hard to determine the specific goals of the chat bot. Take the time to do some research at the beginning to define your goals and then start designing your use cases. Do you want to solve customer service problems? Promote new products? Or generate quality leads To find out which use case is most effective for you, talk to your website and social media team. If your social team finds that they can't keep up with the number of messages on some networks, you might want to take advantage of the bots on those channels. If your website team sees low conversion rates, this may be something that robots can help add. Anyway, when you start building your experience, be aware of the tasks you want to accomplish.

Your chat conversation will vary depending on the webpage, network, and channel on which your program is located. Consider your choice: Your page Facebook Messenger Twitter Direct messages People who enter your home page may know your product better than someone who visits one of your blog posts, and your robot needs to be programmed accordingly. Also, because the demographics of each social network are different, people who visit your page on Facebook may not ask the same questions as going to your Twitter page. Research social media demographics through social networks to better understand these differences. The Twitter demographic collects as much information as possible about the audience and then uses it to guide the questions you asked in the third step.

Next, find out what you want your customers to use throughout the chat bot interaction. Try starting with the FAQ. Think about the customer's question about your chat bot, so you can build the right process to guide the user to the best answer. If you're not sure about common issues, check out the team that interacts with your customers internally. Customer Service: Your customer service representative may talk to your customers more than anyone else in your company. Ask them about the trends they see in customer issues. Sales: Your sales representative may talk to potential customers more. Find out what prevents users from converting to customers. Marketing: Your marketing team, primarily your social media marketing team, will gain insight into why individuals are reaching out to you on social channels. These questions are critical to your social media chat bot. Quora: Quora is a website where users can ask about anything, including your organization. See if there are any issues, including your brand. If you see any trends in the problem, you may want to consider adding them to the chat bot. If you choose to be more creative and choose a more marketing experience, evaluate the existing content that best supports your goals before creating new content.

If you haven't already, it's time to join your creative team. Give your robot a personalized experience and align your chatbots more closely with your brand. In order to let customers know that they are talking to robots, many brands also choose to name their robots. This gives them the opportunity to be transparent with their clients while fostering a friendly tone. Make sure to invite the copy team to participate in this process, setting clear guidelines and consistent voice for the chat bot.

Welcome information is very important to attract users and let them respond to your robot. The best opening information we've seen is compelling, setting expectations and asking questions. It's just because its automation doesn't mean it has to sound like a robot. Please review your robot personality and play with your message to engage users. Just make sure to keep the voice of social brands. Setting expectations First, let customers know that they are chatting with the robot so they understand the potential session limits. Second, let customers know how and when they will chat with real people. Asking Questions Once you have attracted the audience, ask them questions that can keep the conversation going. Use the important questions you found in step 3 to ensure that your needs are met. After the example of the chat bot, the bot mentioned that it was a unique chat room and forced the user to answer the question, mentioning that they were starting their own personalized journey.

For each question you ask, find the best response the user can choose. Create multiple responses for each question you ask so that you are more likely to meet the needs of your users.

Now, for each question you ask, and for each response that the user can choose, you must continue to build the conversation. Some conversations may stop after a problem, and some conversations may span multiple levels. Take the time to ensure that all conversations fully meet the needs of the client. When the conversation goes through multiple layers, it may be time to push the user to the site representative. If you get lost, you can easily preview the entire chat bot experience in Sprout's Bot Builder.

Create more engaging messages by including emojis, images or animated GIFs in chat bot conversations, even if it's just a wave of greetings! Waving GIF media not only brings more personality to your email, it also helps to enhance the email you send and increase your conversion rate. An example of a chatbot emoji looks at how a small emoji in the Sprout Social Twitter bot illuminates a chat (no puns).

Once the user answers all of your questions and is ready to move on, the chat bot interaction ends with a call to action. Your call-to-action is a button that you can add to your chat conversation to draw users to a specific goal. Use the call-to-action button to direct consumers to specific product categories or pages on your site to share their experiences with friends on social networking sites or directly with checkout pages. By pushing users to their final destination, your robot can be the most valuable conversion tool. Think carefully about where you want your customers to land. This is important because interacting with your brand enables large-scale, high-value conversions without any manual sales assistance.

The chat robot journey can quickly become a complex conversation map. To ensure that all users find valuable information instead of being in trouble or frustrated with your experience, be sure to test every possible interaction. Chatbot Dialogue Most chatbot platforms have real-time preview capabilities so you can test all traffic without having to push the robot in real time.

Once you have completed all the above steps, you can start pushing your first chat bot! Just make sure to monitor the user as they interact with your robot to ensure there are no leaks where the journey or individual is in trouble.

Once you ask the first round of questions, you can begin to draw the look of the conversation. You can do this using a chat tool like Sprout Social, or if you haven't already done so, first build the path using shapes and arrows in Google Drawings. This example looks at a fictional restaurant that needs to communicate store hours, specials, and loyalty programs. Add any questions your users might want to ask as a possible response they can click.