Introduction

In recent years, chatbots have been playing an increasingly important role for both businesses and consumers. They have become indispensable for companies looking to enhance their customer relations and productivity. In this article, we'll explore 5 points illustrating how this tool can boost your online business.

Before We Begin, What Is a Chatbot?

A chatbot is a computer program that allows for automatic responses to your clients, users, or visitors via instant messaging. It can answer questions, suggest response options, or even perform actions based on user requests. A typical example is answering frequently asked questions on a website, scheduling appointments, or ordering a product, etc.

Why Chatbots Are Essential for Your Business?

1. Automation of Repetitive Tasks ⚙️

Many repetitive tasks can be automated according to your needs. This is very convenient for freeing up your team's time and improving your company's productivity.

Here are some examples of tasks you can automate with a chatbot:

• Appointment scheduling or service reservation;
• Gathering information for a form, survey, or other data collection form;
• Managing customer support requests.

2. 24/7 Availability ⏰

Unlike a human team, the chatbot remains available 24/7 to answer users' questions. This is very useful for companies...

3. Improved Customer Experience 🌟

From the user's perspective, chatbots offer a better quality customer experience for several reasons, here are a few:

• Instant responses to their questions;
• A smoother and more pleasant user experience;
• Customer support available at any time.

4. Data Collection and Analysis 📊

They allow for the collection of data on users, their needs, their questions, etc. This data can then be analyzed to improve the company's products or services, or to better understand user needs.

5. Cost Reduction 💰

With the implementation of a chatbot, companies drastically reduce their customer support costs. Indeed, fewer staff are needed to answer users' questions, which reduces customer support costs while improving service quality.

How to Create a Chatbot?

There are several paid or free solutions on the market, each with its advantages and disadvantages. At Glyph, we have developed a completely free, simple, and intuitive solution that allows you to create one in just a few clicks, all without any programming knowledge.

Here are the basic concepts to know to create a chatbot:

Actions

They allow you to define actions to be performed based on the user's interaction with the chatbot. For example, if the user asks "I have problems with my product," the chatbot can redirect to an "Ask for Email" action to collect the user's email address.

Triggers

They allow you to trigger an action or response based on the user's interaction with the chatbot. For example, if the user types "Hello," it detects the message and triggers a response "Hello, how can I help you?".

Conditions

They allow you to define conditions to redirect the user to the correct response or action. For example, if the user's browser language is French, the "Ask for Email" action will have your message in French, and if the language is English, the message will be in English.

Decision Tree

This is the heart of your chatbot, it should be seen as a mental map that allows you to manage the different possible responses from the user and redirect them to the correct actions or responses. It allows you to combine conditions and actions based on triggers.

A Little Example to Illustrate

Here's a decision tree for a chatbot that asks the user if they have a technical issue, need information about a product, or customer assistance. Based on the response, the chatbot adds a tag to the user and asks for their email to redirect them to the correct service.

Conclusion

Chatbots have become an indispensable tool for companies looking to enhance their customer relations and productivity. They allow for:

• Automating repetitive tasks;
• Offering 24/7 customer support;
• Improving customer experience;
• Collecting and analyzing data;
• Reducing customer support costs.

In any case, I hope this article has been helpful and has helped you better understand the importance of chatbots for your company. If you liked it, feel free to share! 😊