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Here's your basic must-have information

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ravitejafe

This will help you ensure that your customers don’t have to wait in line for someone to answer their questions. Also, your customer care executives won’t have to spend time-solving repetitive issues.Since a conversational bot is also part of a company’s communication strategy, creating a tone of voice manual for this channel is super important to align it with how the organization speaks to its customers.

Here's your basic must-have information:

• Who does the conversational bot talk to? Meaning, the target audience we discussed in number 4.

• What does it talk about? Is it an informational bot for undergrad applicants, or does it offer product or service promotions?

• How does it talk? Is it informal? Is it familiar with customers?

This manual will also really help anyone that's added in to managing the bot.

A great example of this is the telecommunication company, Movistar.

They partnered with Aivo to deliver instant solutions to their customers without having to talk to a human agent and go through long wait times.

With our conversational bot, Movistar reached a +80% customer retention rate, established more than 2.5 million conversations and achieved a 1:20’ average time on digital channels.

Use live chats to handle more complex issues
Once your team is not wasting time with repetitive and frequent questions, they will have more time to actually handle complex issues that a chatbot cannot solve.

More info: what is icnd

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