Spring cleaning is a Lunar New Year ritual. Have you cleaned your chatbot contents yet? Here are some pointers on how to keep your chatbot in tip-top condition
Review all content, remove outdated ones, update with current content, and add more content that addresses the content gap that has been found. Keeping your content updated and relevant ensures that your customers and leads do not get contradictory information from the chatbot and other sources (e.g. your advertisements or live chat). Contradictory information creates confusion and may lead to your customers choosing your competitors instead.
Visit all links used in the chatbot content, ensuring that hyperlinks go to web pages that still exist, that images/videos/files are still valid. Replace the dead hyperlinks and broken images/videos/files with alternatives. The information that customers needed for self-help, or leads needed to get converted, could have existed in the now dead hyperlinks and broken media, resulting in failed deflection or conversion.
Analyse the metrics, such as the goal completion rate, and review the factors that contributed to the success or failure to reach the target. Learn from these successes and failures, and get customer feedback to improve the chatbot content and conversation flow.
At PBrain, we understand the challenges to keep your chatbot in tip-top condition. We have, and are continuously improving, the tools to make it easier. Contact us below to get started!