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Voice chatbot6/10/2023 ![]() ![]() This will define the personality of your chatbot and will guide you to build the perfect customer experience as you move on to the next step. Now that you’ve identified your CX SWOT, let’s figure out what will be the role of your chatbot. Try to understand how a better customer experience can enforce your Strengths, remove your Weaknesses, make use of your Opportunities and minimise your Threats. ![]() Not the SWOT you probably already have, but zoom in on your customer experience for this CX SWOT (Customer Experience is indeed what the CX stands for). Now that you have an idea in what field you want to operate, it’s time to make a CX SWOT analysis of your company, your processes or products. The value discipline you choose is a key element, as it will set the course for how you will arrange the rest of the steps for building the perfect chatbot that fits your strategy. You must choose one of these for your business, and act upon it consistently and vigorously. They identify three value disciplines: operational excellence, customer intimacy and product leadership. To define your competitive strategy, I recommend you to look at the Value Disciplines model described by Michael Treacy and Fred Wiersema. Let’s dive in to the different steps that you can use as a checklist to align your voicebot or chatbot project with your business strategy and goals. 5 steps to build a chatbot that fits your business strategy You can always check out my previous blog post about the benefits of bots for companies here. I can throw in a lot more figures to convince you that what I’m trying to say makes some sense, but I’ll save my energy on showing you how to get it done instead. They just want to get things done – and buy from you. It gets even more encouraging when you look at research done by Hubspot: 40% of consumers don’t care whether a chatbot or a real human helps them. On top of that, 27% of consumers worldwide are very interested in Artificial Intelligence (AI)-based tools: these people would buy a basic item through a chatbot. And trust me, your consumers want the best customer experience when interacting with your brand.īased on research of Ubisend, who conducted a chatbot survey in 2017 (yes that’s old but still relevant) and in 2019, 57% of UK consumers know what a chatbot is. Well for starters, bots can significantly improve your customer experience. So let’s get started with exploring how you can build a voicebot or chatbot that fits your business strategy! Why would you build a bot in the first place? Or you liked the first part of this article which explains the benefits of (voice)chatbots for companies, you start to understand what it could mean for your business and you want to learn more. If you ended up here, you either understand what value voice and chatbots can bring to your business and your customer experience. If you follow the 5 steps of our methodology, your chatbot project will align with your business objectives and therefore is set up to become a success. “We need a chatbot because it’s cool” is simply not enough for your (voice)chatbot project to succeed. ![]() In this post, I’ll explain a methodology we have developed at Fourcast for getting you on board in the wonderful -and sometimes painful- journey of building a chatbot or voice chatbot that fits your business strategy. ![]()
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