Customers often have questions that they frequently ask, and you can help provide the answers they need in an interactive way with an FAQ chatbot. Just as your FAQ page is important for your website to help resolve your customers’ questions, an FAQ chatbot is vital for helping customers get answers when using messaging tools within your app or on your social media page. This type of internet bot helps enhance interactions with your customers and doesn’t require a comprehensive computer science background to make. All you need to do is use the right tools.
However, it’s still important to understand what FAQ chatbots are, how they can help your business and the best strategies for developing them. Help your business better serve your customers and audience by learning these FAQ chatbot basics and best practices for creating an FAQ chatbot:
Why Create Your Own FAQ Chatbot?
An FAQ chatbot is a type of internet bot or software application that’s useful for answering some of the most frequently asked questions your customers may have. But these bots also help your business build trust and establish authority as a thought leader with your customers. FAQ bots help direct customers to the right website pages and provide answers easily any time of the day. This helps to enhance the customers’ experience and helps you save money and time since you won’t have to hire a workforce that works round-the-clock.
Creating Your FAQ Chatbot
Developing an FAQ bot is simple when you keep a few strategies in mind. While you can certainly use the skills of a developer who uses Python or other common programming languages to create your FAQ bot from the ground up, there are several ways you can create FAQ bots. Try these best practices for making an FAQ bot for your business:
- Design the conversational experience. Think about the flow of the conversation and map out the questions and follow-up questions your customers may have. The goal is to think about the context of the question and to help your chatbot understand the different words your customers may refer to. For example, if your customer asks, “how do I use it?”, it’s helpful to design the chatbot to understand what “it” may mean by using context clues. Create a conversational architecture or hierarchy of interactions so that your FAQ chatbot can refer to a previous conversation to help answer your customers’ questions.
- Crowdsource chat collections (or mine existing data). You have to reach beyond developers to understand the possible questions your customers may have. So, it’s important to do a deep dive into existing conversations from previous interactions between your customer service team members and customers or crowdsource a collection of chat information. Consider using the help of conversational designers who have experience with developing FAQs to enhance the user experience.
- Infuse personality. You don’t want your FAQ bot to be as dry as a static FAQ webpage. Instead, ensure you give your FAQ bot a personality. Use verbiage based on your brand’s personality so that your FAQ bot matches your company’s communication style. For example, if your brand uses colloquialisms or has a more laid-back style of communication, design the FAQ bot’s flow of conversation to mimic this style.
- Take Advantage of Prototyping Tools. Before you finalize any bot you create, it’s important to test it out with your audience first. You can achieve this by taking advantage of prototyping tools. For instance, you can use Botsociety’s prototyping tool develop an FAQ chatbot for your business to help direct your audience to the correct landing pages on your website. By using prototyping tools, you can test your FAQ bot for errors and fix them before investing time and money in a product that may not work.
Also published on Medium.