Top 14 questions to ask before choosing a support chatbot

For more information on Clustaar,contact us at www.clustaar.com.

As chatbots become a trend, it can be a challenge to determine which one is right for your SaaS business. With many different capabilities and technical applications, chatbots offer a wide array of possibilities.

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Questions to ask before getting a chatbot

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Different chatbots handle different challenges. Some are designed to automate customer support; others focus on driving leads or pushing content. Some have multiple capabilities for sales, support and marketing.

What problems do you want it to solve?

Depending on where your customers live and what markets you want to reach, you may want a chatbot that speaks one language or many.

What languages will it support?

AI must continually learn to improve and keep pace with linguistic and technological changes. The greater capacity your bot has for learning, the more it will answer customers’ questions correctly.

How will it learn?

04Data collection is an essential benefit of chatbots. If you can learn more about who your customers are and what needs they have, you can improve your customer support, your SaaS and your business practices.

What data can you collect with your chatbot? What analytics does it have?

05How will you be able to tell if your support chatbot is performing well and solving your customers’ problems? Many chatbots have satisfaction buttons that customers can click so SaaS companies can measure customer satisfaction and determine whether their questions were answered completely. Also, you want the ability to measure the number of fallbacks (the questions the bot could not handle) and to decrease that number with machine learning.

What are the chatbots’ KPI?

Questions to ask before getting a chatbot

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This depends on your platform choice. Some platforms are for developers and require technical skills. Some are user friendly, but it is difficult to build complex bots with them. Others, like Clustaar, try to strike a balance between user-friendliness and technical capabilities. They have simple content editors so employees don’t need coding skills to implement the chatbot.

How much tech experience is required?

You want to convey your company’s tone, whether formal, informal or somewhere in between. Some chatbots allow you to insert gifs, emojis or memes and make it fun. The more customizable the chatbot is, the better you are able to convey your company’s personality and philosophy.

Can you design the chatbot to have personality?

08Better platforms allow you to build the bot in your app and connect it to other useful applications, such as your CRM and databases.

Can you build the chatbot in your app?

09The greater natural language processing power the chatbot has, the less often your visitors will receive an “I didn’t understand that” autoresponse. If your chatbot can tell that “connection problems” and “conection probelms” refer to the same issue, it can assist users more quickly.

Can the chatbot detect different wordings of the same question (or misspellings)?

connection problems

understood

conection probelms

understood

10This can save visitors time by not having to type an entire question but just clicking on sales, service or troubleshooting, for example, and following the prompts. This is especially valuable if a user engages with the chatbot from a mobile device.

Can the chatbot display menu options so visitors can get quick answers without typing an entire question?

Questions to ask before getting a chatbot

11Sometimes your staff need assistance too. :)

Does the chatbot platform offer tech support?

12Since many users are accessing websites via their cell phones, you don’t want to lose that traffic.

Is the chatbot mobile friendly?

13GDPR-compliant platforms will encrypt all data and will not store users’ personal information, so you want to make sure that your data is backed up.

Where is data stored, and does the bot keep personal information on platform servers?

14Templates make design and implementation simpler for employees who don’t have coding experience (and even those who do).

Does the chatbot have templates that make it simple to get the chatbot up and running?

How does Clustaar compare with Watson, WIT.ai, Dialogflow, IBM, or Microsoft Luis?Some of our clients have extensively compared chatbots before choosing Clustaar. In a nutshell, this is what they found:

Our platform’s natural language processing capabilities are similar to others for most use cases.

Clustaar’s scenario builder interface allows you to create scenarios (Q & As) more easily than any other platform, thanks to our flow visualization interface.

The Clustaar chatbot allows anyone on your team to create and maintain complex actions without coding.

We can integrate easily with many platforms including Facebook Messenger, Intercom, Google Home, Twilio (SMS), Zapier, Zendesk, Skype for Business, Slack, PrestaShop and Clustaar live chat.

We provide our own web chat (interface), which can display menus, quick answer buttons and rich content (images, gifs and emojis).

We provide a full range of professional services. We are completely committed to having our clients design the best support experience with their chatbot.

And last but not least, if you call us, we answer. That's a big reason why people come to Clustaar.

Which chatbot is right for you?

There’s no right answer, of course. What’s important is that you determine what problem you want your bot to solve, how easy it is for your customers and for your staff to use, and how the bot will integrate with your current platforms.

Also, check for a chatbot that is always learning and advancing with technology (with responsive tech support).

Whichever route you select, you can join the cutting edge of instant, 24/7 customer support by automating it with a chatbot.

For more information on Clustaar, contact us at www.clustaar.com.