Chatbots play an important role in modern business, helping to improve audience interaction, boost sales, and optimize workflows. In this tutorial, we offer a practical guide for chatbot developers with a focus on analyzing the main paths of attracting an audience, revenue, and complaints.
Focusing on the paths that yield 80% of the result allows chatbot developers to optimize processes related to customer interaction. Instead of spending resources on improving all possible paths, it’s better to focus on optimizing key paths that contribute most to achieving business goals.
By “result” in this context, we mean achieving key business goals and successful customer interaction. The result can be measured using various indicators such as increased sales, audience growth, increased customer satisfaction, or reducing the time to resolve issues and complaints.
The result could not only be increased sales or audience growth, but also other key moments important for your business. Here are a few examples:
- Website registration: A chatbot can simplify the website registration process by providing user hints and information at each step, increasing the number of successfully registered users.
- Partner certification: A chatbot can assist in the partner certification process, answering frequently asked questions, directing partners to appropriate information pages, and even collecting necessary data for certification.
- Event registration: A chatbot can simplify the event registration process by providing information about the event, assisting with the choice of suitable dates and times, order formation, and payment.
It’s crucial to determine which indicators are most relevant to your business and focus on optimizing the paths that affect these indicators. Considering the paths that yield 80% of the result allows you to focus efforts on those aspects of customer interaction that truly matter for achieving success in your industry. This ensures effective resource allocation and allows achieving the best results with minimal costs.
This is exactly how Metabot recommends implementing chatbot integration projects, focusing on optimizing those paths that yield 80% of the result. Identifying these key paths and implementing optimization on this segment allows for a successful pilot project.
This guarantees that resources and efforts will be directed towards genuinely important aspects of the business, ultimately ensuring the project’s success. If you integrate a chatbot with paths that no one walks, your project may fail due to improper distribution of resources and efforts.
Audience:
- Analyze data on audience attraction, starting from touchpoints (for example, website, applications, advertising campaigns, social networks) and identify those paths through which 80% of your audience comes. Consider the systems and tools used at different stages of the path (for example, CRM, website analytics, content management systems, webinar hosting system). Involve employees responsible for different aspects of customer interaction to get a complete picture.
- Focus on optimizing these paths, using chatbots for better audience interaction, providing information, and activating potential customers. Evaluate the results at each stage and consider the ultimate interaction goals (for example, product purchase, newsletter subscription).
Revenue:
- Study revenue data, starting from traffic sources and determine the paths that bring 80% of revenue (for example, online store, offline stores, affiliate programs). Analyze the places where customers make the purchase decision and consider the interaction between different departments and systems (for example, sales department, support service, payment systems).
- Develop strategies for using chatbots to increase sales, simplify the purchase process, and improve customer interaction in these paths. Evaluate the results at each stage and work towards achieving the main goals (for example, increasing the average check, increasing conversion).
Complaints and issues:
- Analyze current support requests, starting from the first customer contact (for example, feedback form on the website, message on social networks) and highlight those paths and types of problems that constitute 80% of complaints and issues (for example, technical issues, payment problems, difficulties in using the product). Determine which departments and employees of the company are involved in the process of resolving complaints and issues (for example, support service, technical department, customer service managers).
- Use chatbots for automating the resolution of main problems and complaints, to reduce the load on the support service and improve customer satisfaction. Evaluate the efficiency of chatbots at different stages of the process and adapt them to achieve better results.
By focusing on 80% of the main paths, you can optimize your efforts and resources, creating more effective and targeted business solutions. This will improve audience interaction, increase sales, and automate the resolution of problems and complaints, using innovative technology.