In the previous chapter, we mentioned how Comm100 offers ready-to-use task bot templates for easy and fast set up. In this chapter, we will go through four of these templates and provide use cases for each so you can start thinking about how you could use task bots to take your customer service game up a level.
1. Lead generation
It’s not just the ease that task bots provide that makes them so essential: in just minutes, your task bots can create a VIP signup experience that attracts and acquires leads. You can use task bots for lead generation by helping visitors sign up for things such as:
Promotional emailing list
Here’s an example of a task bot that helps increase webinar sign-ups:
Here, visitors have three options: they can sign up for a webinar, download a recording of a past webinar, or they can talk to an agent. Both downloading the recording and signing up for the webinar can be valuable paths to lead generation.
Once the customer selects that they want to sign up for the webinar, the task bot starts by asking them for their name. This is much like an agent would do over the phone, or like a human attendant would do in person.
The next step is to get the customer to provide their email address and company’s name. You can customize the information that you collect, or even collect a user comment. Be sure to keep the information collecting process speedy and relevant to ensure that customers fully wrap up registration. Your task bot will store this information in your ‘Collected leads’ tab within the platform.
Most of the inquiries that agents receive are repetitive in nature and could be solved by the customer themselves within your knowledge base or FAQ section. The problem is, customers often don’t want to look for the answer to their problem. Canned messaging, internal agent-facing knowledge bases, and Agent Assist can all help agents address these FAQs quickly – but repetitive questioning is still time-consuming and draining for your agents.
With Comm100’s FAQ task bot template, you can route as many common FAQs to the task bot as you want. They can answer anything from your top one or two most commonly asked questions, to a whole range of FAQs from different departments, including sales, customer service, and troubleshooting.
Here, this FAQ task bot tackles three commonly asked questions: return policy, customization services, and questions about delivery timelines. When a customer clicks on the question, the FAQ task bot has a few options: it can provide the answer directly, it can link to a knowledge base article that opens in the chat window so customers don’t have to navigate away, or it can ask a follow-up question to give your user as precise of an answer as possible.
This way, your customer can receive only the information that is relevant to their specific question. They don’t have to scroll through an entire article to find the part they’re looking for: they can be selective, reducing their effort.
Depending on your use case, you may not want to have an extensive FAQ database available to customers in the task bot window. Sometimes, having the task bot take just two or three FAQs off of your agents’ backs is enough to drastically improve their workflow. Here’s an example of how a troubleshooting FAQ task bot can help customers navigate a few simple questions on their own:
Customers select the problem they are having, or they can speak to an agent if the problem is not covered. The task bot then provides them with the solution.
By offering a simple version of the solution, as well as a knowledge base article for a more in-depth exploration, this FAQ bot successfully helps customers remedy their issue with both long and short-form content. The customer can tell the task bot if this solution was helpful or not, and perform a follow-up action if they require additional assistance.
Routing task bots classify visitors by asking them simple questions, and then guiding them to the most suitable agent or resource. For example, this task bot uses a simple two-button system to help guide users:
Users who click on the ‘Schedule a donation’ button are directed to book a donation appointment. For users who want to check eligibility, the task bot populates an in-window FAQ resource that gives them more information on different scenarios that might impact their eligibility. Users can scroll through these scenarios and learn about the ones that apply to them. Users who go on to book an appointment can do so knowing their eligibility status so that no surprise factors will cause them to get turned away.
This self-serve routing path is incredibly simple, and guides users to one of two resources. Still, it’s enough for many of the queries to be resolved without any human interaction. With the task bot handling the simpler, lower value questions, agents can give the right amount of time and care to their donors by engaging in longer, more meaningful conversations.
Product demos, meetings, dining reservations, and trips can all be automatically booked using task bots. Take for example, this booking bot. Used to help customers schedule product demos, the bot populates a calendar view directly in the chat window. Customers and prospects can easily select the date and time they want to book without ever leaving the chat window.
Like with other task bot templates, this task bot gives the user the option to either complete a booking or speak to an agent for another issue or special booking circumstances. Once the customer selects ‘Book a meeting’, a calendar pops up in the chat window. Comm100 Task Bot has a built-in Calendly integration that lets users quickly and easily select the date that they want to meet.
At the top of the page are details about the meeting duration. Once the user clicks on the calendar date, they are given the option of several time slots. Users select their desired meeting time and click “Confirm”. From there, they are prompted to enter their information to complete the booking.
Visitors can enter their name, email, and a comment that will help the representative prepare for the meeting. Once they are done, they can schedule the event. A confirmation message will pop up, and the task bot can both thank the user for registering and offer the user another action.