The success of your chatbot campaign is often dependent on how well you can measure and optimize your key performance indicators. Chatbots are getting increasingly popular for businesses that need to serve their customers 24/7, but chatbot are often not optimized properly based on the KPIs.
While each business is different with varying use cases, there are several questions, actions, and key metrics indicators that will allow us to answer important questions such as: How do you know if a chatbot is meeting our goals? What is working? What can be improved? What are the indicators that we should look at and how we can adjust our campaigns based on these indicators?
Let’s discuss 3 key questions that can help you to enhance your chatbot optimization practices, increasing your customer’s chatbot experience and help generate more revenue!
- Does my chatbot content cater to my users’ needs?
A campaign’s success depends on its audience having relevant and real-time data, and chatbots are specifically designed to deliver this information whenever the customer needs it.
Chatbot campaigns that address customers’ needs in a timely manner will result in increased conversion rates. In addition, it prevents negative user ratings (impacting KPIs), which could lead to a lower usage rate or deterioration of the brand image.
When it comes to chatbots, relevance is key!
- Are there any correlations between different variables (e.g., day of week vs conversion rate)?
Consider whether there is any correlation in the data; perhaps some days of the week or certain hours have a higher response rate than others; clients may be more available at certain times.
You can use this information to determine if your chatbot needs to put more effort on certain jobs or days of the week to increase your conversion rate.
- Do you have enough information before making any conclusions about trends in performance?
Your analytics may be bias if you use a small database or run a short campaign. However, although it is one of the best methods of testing results and determining whether a chatbot is right for your business, it might not deliver realistic results in the long run.
A campaign’s performance may not have been as good as it could have been, but it may be improved based on the later results. Adopting a model in which results, and testing are closely monitored, should be a part of the deployment process.
Optimizing a campaign is primarily driven by data, and the more data you collect, the more you will learn!
Chatbots are a great way to help humanize your business, but they can only be effective if you know what to measure and/or tasks the customer is looking for when he or she encounters them.
We’ve got plenty of experience assisting businesses as they develop their own chatbot strategy. Contact us, and we’ll get started on developing an AI solution tailored specifically to meet your needs!