The process of understanding a prospect’s needs and then communicating how you can effectively satisfy them, is what leads to earning their business. Conversations have always led to conversions. But now, virtually all of those conversations are happening remotely – via email, social media, telephone, online video and interactive websites. (Note: The SharpSpring platform has strategic in-app solutions such as automated emails, social monitoring and management, sales dialer, video calling, and read on about SharpSpring’s chatbots.)
Understanding Chatbot Workflow Logic
Chatbots are an automated communication service. They allow users to search for answers about your content, and they provide a series of answers and means of collecting data. Whenever you create a new chatbot, SharpSpring provides a default chatbot workflow. This workflow is made to be a general-purpose chatbot that can be used in nearly every circumstance.
Conversations through chatbots use a specific logic path. A chatbot workflow starts with a welcome message, progresses to an initial question, provides specific answers, allows the user to respond, collects any necessary information, and then displays a message that ends the conversation. This logic path best emulates person-to-person communication.
Though chatbots have a certain amount of customizability available to them, their general structure cannot be changed, and few parts of the workflow can be deleted outright. These limitations are in place to prevent chatbots from suffering from logic breaks in the workflow. You can modify the chatbots welcome message, questions and answers, but not change the overall structure.
Once the chatbot asks a question, it will display a number of outputs. These outputs are premade answers and act as a sort of multiple-choice answer to the question. All answers are valid, and they will each branch off into a different set of responses and information gathering. You can add, modify, and delete outputs to better customize answers to a question and provide different ways to continue a conversation.
It may sound a little complicated, logic can seem that way, but it is actually quite easy to set-up chat bots and customize them to get results.
[dt_quote type=”pullquote” layout=”left” font_size=”big” animation=”none” size=”1″]Drive 24/7 conversions with a network of unique chatbots that know who you’re engaging with, what they need, and where they are in your sales process.[/dt_quote]
Configure Actions to Provide, and Gather, Information
Actions follow a chatbot response. Actions are the core of a chatbot workflow. They are how you provide information, collect visitor data, and otherwise facilitate human interaction with a visitor. While chatbots will function without actions, the majority of your logic branches will need actions to help a visitor with their problem.
Customize Chatbots for Specific Audiences
You can cater to target audience segments by customizing chatbots to address their specific needs. Beyond customizing a chatbot’s dialogue and actions, you can choose who sees it.
Audience |
Description |
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| Everyone | This chatbot will be shown to everyone who visits your site. | |||
| New Visitors | This chatbot will be shown to anyone who visits your site anonymously. | |||
| Returning Visitors | This chatbot will be shown only to known leads who are being tracked. | |||
| Leads in Pipeline | This chatbot will be shown only to leads in an open opportunity. | |||
| Customers | This chatbot will be shown only to customers. | |||
| Custom Fields | This chatbot will be shown only to leads with a determined custom value. |
Customizable Reporting to Continuously Improve Performance
Detailed reports can be configured in many ways, [link to reports] to measure each chatbot’s effectiveness and contribution to revenue. Reports can be scheduled, saved and edited to better guide your ongoing strategy.
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Benefits of Chatbots |
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| Boost engagement with customizable chat workflows | ||
| Trigger automation and progressively profile site visitors | ||
| Keep your sales team running 24/7 | ||
| Transfer sales-ready leads right to Live Chat using Slack | ||
| Integrate the power of forms, media centre, lead scoring, and workflows | ||
| Drive relevant and timely communication at every stage of your funnel |
Article includes content from Forest Myers of SharpSpring.
PROSAR Inbound Inc. is a SharpSpring Partner.
