The ultimate chatbot guide

A chatbot is a program that automatically responds to user inputs in a chat interface. Its powers go beyond simple chat; it can do much more than just obtain information, book appointments, or showcase products.

There are 4 types of chatbots:

These chatbots respond to certain keywords or phrases, triggering predefined actions or responses inside a conversation flow.

These chatbots provide clients with options, allowing interaction via structured menu systems.

Rule-based chatbots follow predefined rules, responding only to the inquiries they are programmed to answer.

AI chatbots utilize machine learning and natural language processing (NLP) to interpret and answer client inquiries. The more they interact, the more they learn.

Companies can use chatbots for different purposes, including customer service, marketing, and sales.

Chatbots can improve customer service and help you accomplish different business goals, including:

• Measuring customer satisfaction
• Sending speedy & automatic responses
• Cutting down on customer response time
• Providing 24/7 client support
• Routing incoming chats to the right team

A chatbot can measure customer satisfaction. Once you set up a chatbot to gather such information, you can measure client satisfaction in the blink of an eye.

If you're looking for an automated messaging hero for your customer support team, the auto-responder bot is for you. Here's what it can do:

• Give prompt and automatic responses so that your clients don't feel ignored
• Make communication easy and hassle-free
• Reduce the time it takes to respond, making everything faster and more efficient

In today's world, quick response time is the most important attribute of the customer experience. As the saying goes, if you are not the first (to reply), you are the last (to sell). 👋

Naturally, a shorter response time equals better customer service. It shows how competent your business is and how much you value your clients.

The chatbot is programmed to notify your sales team when a lead or client has been waiting for a response for over five minutes.

Providing 24/7 customer service can be tough, especially for small companies with limited resources.

With an offline chatbot, you can be online 24/7, even when you're not working, and your clients reach you after office hours. 🕤

An offline chatbot can do the following:

• Inform clients that your team is offline
• Request important lead information
• Maintain a conversation with a client

Another reason you should use a chatbot is to create quick and personalized customer service. You can achieve this by automatically assigning incoming conversations to specific team members.

Chatbot directs a conversation to the right person or team based on its content or context. This feature is common among current customer care and support platforms. Chatbots, with their ability to speed up communication, are important for businesses looking to provide excellent customer service.

You can use chat routing with different communication channels, including Instagram, WhatsApp, Facebook Messenger, Telegram, and Live Chat.

Adding chatbots to marketing campaigns involves some tactics, such as:

• Starting conversations with keyword triggers
• Responding to comments on social media
• Opt-in email campaign automation
• Allowing clients to opt out of messages
• Sending event reminders

Having discussed Keyword triggers earlier, here is a detailed video on how to use this strategy.

The auto-comment reply chatbot allows you to respond automatically to comments on your social media posts. You could ask people to reply to a post on your page, and a few seconds after they do, they get a message from your chatbot in Messenger or Instagram.

Chatbot can launch an automatic opt-in campaign as simple as sending a standard email.

Based on the response, the contact will be automatically issued an opt-in or opt-out tag in the CRM, and their email address will be added to the contact list. Once you have enough subscribers, you can begin your email marketing campaign.

If your business frequently organizes events, using a chatbot as a well-crafted event reminder email will increase attendance, boost engagement, and ensure your attendees are properly informed and ready for the big day.

The chatbot can also:

• Improve the overall experience of the event
• Maintain communication with potential clients
• Avoid last-minute cancellations or no-shows

Using chatbots in sales entails optimizing procedures by:

• Automating follow-ups
• Allowing clients to opt out of messages
• Document-generating chatbot

You can fully automate follow-ups, including those for WhatsApp, Instagram, and Facebook Messenger, and ensure every lead is taken care of.

For example, if a potential client doesn't respond to you for 3 days, you can be sure that your chatbot will follow up on your last chat.

Check out the video below for a step-by-step guide 👇

Whether through email, Instagram, WhatsApp, or any other channel, allowing clients to opt out of messages shows them that you value their time.

The opt-out message chatbot reminds you or your sales team that the client has opted out. This guarantees that you don't accidentally send another message to your client, promoting a customer-friendly approach.

If you or your sales reps spend about 12 hours each week processing paperwork, that's a lot of time wasted when it might be done automatically.

Fortunately, a document-generating chatbot can help you avoid this error and focus on important tasks.

The document generator chatbot automates your sales reps' everyday work, saving them hours by generating commonly used forms.

You're probably excited to build your own chatbot from scratch. Let's take a look at what you will need.

The first step is brainstorming all the problems you want your chatbot to solve. To accomplish this, use a Miro board to visualize all issues.

You can build a chatbot in two ways. If you're tech-savvy, you can code it yourself. If not, then you can use a no-code or low-code platform.

After listing all the issues, select the chatbot builder tool that best fits your business's needs. Although many chatbots are available on the market, you're probably wondering how to determine which one is most likely to suit your needs.

We suggest testing different chatbot builders by requesting product demos or signing up for free trials.

After choosing your chatbot platform, you need to set reasonable goals for it. It can be, for example, boosting lead generation, cutting down on response time, or improving customer satisfaction scores.

You can measure your chatbot's performance by using different metrics. For example, the number of leads acquired, open sessions, or closed conversations.

However, remember that you can only expect your new chatbot to achieve some of your business goals simultaneouslya time.

One of the best tools for creating chatbots without any coding experience is Kommo. It's a user-friendly chatbot creation platform for anyone searching for a simple, no-code solution.

Using the Kommo platform to build your chatbot is pretty simple.

In your Kommo account:

• Go to Settings > Communication tools > Salesbot
• Click Create a new bot

You can create a new chatbot or use one of Kommo's ready-to-use templates.

Here's a detailed explanation of how to set up your first Kommo salesbot 👇

While creating a chatbot is a big task, it doesn't stop there. You need to customize it to ensure it brings the best possible results for your business. Triggers can often define the success or failure of a chatbot.

While setting up your first triggers, you can decide on things such as:

📢 What will activate your chatbot

⏱️ The time a chatbot will be active or hibernate

🤔 To which users will the rules apply

💡Learn more about setting up chatbot triggers with Kommo

These triggers will open doors for opportunities to personalize your customer experience.

The chatbot conditions available on Kommo CRM are one of the most powerful features of the platform. They assist you in understanding your client's intentions, guiding them to appropriate channels, and keeping them entertained. 😎

With Kommo, you can create chatbots for various messaging apps, such as Telegram, Instagram, and WhatsApp, which will assist you with:

• Book appointments
• Answer FAQs
• Make event registrations
• Download lead magnets (and much more 😉)

In Kommo, you can set conditions based on:

➡️ Client message

➡️ Lead source

➡️ Conversation status

➡️ Other triggers

You can choose several conditions which can mutually exclude each other. And even specify the action for a situation when none of the conditions are being followed.

You need to know that your chatbot will require ongoing revisions when set up. Spend time analyzing how it interacts with your clients to see if there are any problems, and then make adjustments based on the errors you find.

Checking your chatbot analytics is an important feature available in Kommo. Using the analytics, you have a simple but clear view of the actions that your chatbots have been carrying out.

Setting up a chatbot in Kommo ensures your business gets the most out of your chatbot-building experience. Our team is here for you if you find it challenging or need help with the process.

👩‍💻 Login to your Kommo account

💬 Chat with us here on the website or within your account

🤓 Book a free demo session with the team

🤝 Find a partner to do it for you so that you can relax

🎥 Visit our YouTube Channel