With technological innovations every year, there’s something new that pops up. Chatbots have been one of the widely debated topics this year. With businesses focusing on optimizing customer experiences, chatbots are predicted to take over human conversations in the coming years to come.
Customer interaction and resolution has become a crucial part of any brand’s marketing efforts. As per the reports, the need for receiving immediate responses is as high as 80%, and lack of it directly impacts brand loyalty. (Source: Dimelo)Catering to consumer needs, therefore, becomes a matter of priority for businesses trying to enhance the customer experience. Given the comfort and the dependency, which is almost 40% for branded chatbots, what becomes more important is to have a well-designed bot that represents your brand and meets customer expectations. (Source: 3C)
RCS as an enhanced form of messaging and how chatbots fit in:
With the introduction of RCS as a means to enhance conversations through rich media messaging, the need to deploy a chatbot has become easier than ever. The demand for “content richness is steering” as more and more enterprises are adopting RCS business messaging to engage with its users. (Source: Routemobile) We take a look at the best practices to create an interactive RCS Chatbot:
Structured conversion flow: One needs to start with the basics. While designing a chatbot, it is necessary to visualize the entire journey of the user. Mapping out all the paths of the conversations is crucial to ensure the navigation is user-friendly and the users’ intent is met.
Features that enable an excellent customer experience: One of the perks of RCS messaging is rich media interactivity. Brands need to capitalize on this by providing its users’ feature, which makes interactions smoother and engaging. RCS features such as suggested replies, suggested actions, images, gifs, and verified sender IDs can be introduced to make conversation flows highly interactive.
Human or SMS fallback option: A significant part of any user journey interacting with a chatbot is to have an opportunity that connects them with a human for situations where a chatbot has failed to give the desired output. It can also include an option of an SMS which delivers content regardless of internet access.
Your bot should be a reflection of your brand: RCS allows businesses to not only engage with its customer but also infuse its brand identity. Incorporating your brand elements will enable you — Firstly, align with your marketing efforts and secondly, helps strengthen user confidence.
With such a wide range of capabilities that RCS messaging has got to offer, brands without a doubt will be wanting to capitalize on this to ensure smooth and interactive communication with its customers.