10 Steps To Adopting Conversational Intelligence In Your Business

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Businesses thrive on customers. No matter whether you are a start-up or a huge corporation, you need a solid customer base for your organization to breathe.

That makes customer acquisition an integral part of your marketing and sales blueprint. But while you attempt to win your customers, you should keep in mind that acquiring new customers is expensive. According to Entrepreneur, the average cost of your customer acquisition can go up to $315.
Naturally, you do not want to fail in this step that has the potential to make or break your company. So the bigger question here is, how can you triumph customer acquisition? How to tie them to your brand? Enter conversational intelligence software. Conversational intelligence software enables you to craft the most personalized brand-experience for your customers. It answers all of their queries about your product. It makes sure to give thorough assistance to them from the very start to the end of the sales funnel. But before understanding exactly how to harness its power, let’s have a quick look at what it is exactly?

What is a Conversational Intelligence Software Exactly?

Conversational intelligence software is an AI-powered software sales training tool that helps sales teams in organizations to optimize and improve their customer acquisition potentials. The most common form of conversational intelligence software is a chatbot or SMS-text-style messaging applications. So, now when you already know how powerful a conversational intelligence software can prove for your sales, let’s dive into the steps that can help you achieve it.

Top Benefits of a Conversational Intelligence Software

Here are the few top benefits that you stand to acquire from a successful launch of a conversational intelligence software:

  • Real-time support: A chatbot makes sure that your organization stands a chance to be the best servicing company in the world. It makes sure it takes care of your customer’s needs and problems right at the moment. Your customers now do not need to wait for the right time to solve their problems.
  • Personalized experience: Crafting more meaningful and impactful conversations that naturally build trust between your business and your customer, a chatbot makes sure that your customer’s every query is answered.
  • Contextual conversations: Any line of communication loses meaning without a reference point. A chatbot keeps track of all the conversations that your customer had before. It keeps the line of dialogue intact. So, the next time they arrive with their problem, the bot does not ask their names again. It will be acquainted with that data.

10 Steps To Adopting Conversational Intelligence In Your Business

Stage 1. Set Your Goals

Goal setting

The broader goal for your chatbot can be driving better sales and conversion rates. However, to optimize the broader goal, you need to create micro-level goals that will help you achieve the broader one. You may establish a chatbot with a variety of purposes in mind. It could be improving your brand’s online presence, providing users with a personalized experience, or automating specific repetitive tasks to save time. Whatever your goal with establishing the chatbot may be, you should end your goal-setting stage in one actionable step. Actionable step: Define your project goal statement.

Stage 2. Empathize With Your Customer The success of any product heavily relies upon the right understanding of your customer needs behaviors and expectations. Therefore, it is necessary to execute user research at a very initial phase of product development. Defining your ideal customer’s profile will give you deeper insights into your audience’s world, and what matters to them. This immediately enables your bot to create and curate more personalized and memorable brand-interaction experiences for every focus-group of your target audience. Actionable step: Create all your customer personas.
Stage 3. Competitor Analysis Studying your competitors can unbar unopened doors of data to your advantage. A close analysis of your competitor’s market, services, and selling propositions can make sure you stand stronger on your grounds of product building. It will make your unique selling proposition even stronger. Actionable step: Outline a summary of your competitor’s product and strategies of customer acquisition.
Stage 4. Potential Platform Assessment Potential Platform Assessment The most successful choice of your chatbot depends on two criteria: what your customer’s use, and the user-friendliness of the system. To optimize your chatbot system, you need to be present in more than one medium. Whether it is slack, or Facebook messenger, let your customer density decide that. Research the demographics, age, gender, location, and desirability of the systems they prefer to use. Actionable step: Choose more than one medium to launch your conversational intelligence software while still being relevant to your target audience.
Stage 5. Requirement Assessment With smaller focus groups concerning one problem at a time, using a framework to define user stories helps achieve goals faster. Actionable step: Document project requirements, according to the focus group, needs to launch the chatbot systems.
Stage 6. Prioritization is the key Prioritization is key to the success of chatbot. The sooner, the better. Make a list of the customer problems that you want to address right now and take action on it. Actionable step: List out the critical elements you require to launch a small project that addresses a few problems of a focus group in your audience.
Stage 7. Build your chatbot persona Remember, you must make all of your chatbot efforts human. Thus, if your brand style does not match your chatbot, it can hurt the overall brand experience of your customer. To achieve so, giving a name to the bot with a gravatar can add benefits to you. In fact, to make every communication flow look natural, putting down a script for the bot can be a huge advantage. Actionable step: Create a dialogue script for the bot to execute after the launch.
Stage 8. Design your bot’s conversation thread It is crucial to keep a check upon how your conversational intelligence software starts their introductory dialogues with your customers. The performance of the bot depends heavily upon how impactful you create the conversation. Open-ended questions can distort the whole experience of your customers. Diversifying the conversation thread can better simulate a natural conversation. But, to make sure you have a whole high-level grasp of it, your plan in this stage should be to create a conversation tree. Actionable step: Choose a conversation tree.
Stage 9. Integrate Technology Integrate Technology The right technology will help you launch your bot faster and more seamlessly. Some of the software have NLP capabilities too. There are many options, Botsify, Motion.ai. Actionable step: Choose the technology that satisfies your goals the most.
Stage 10. Analytics It is one thing to launch a bot and entirely another to audit its performance. After you launch your first conversational intelligence software, it is time that you start assessing whether it is meeting your set goals or not. You can take tons of help from the tools available online like Botanalytics, Botlytics, Botmetrics. Actionable step: Make a list of success indicators to assess the performance of your chatbot launch.

Final Thoughts

Conversational intelligence software can prove to be very powerful in addressing your company’s sales goals and brand awareness with time. Heavily data-dependent, the system only improves with time. You can not only integrate chatbots but also textual SMS style smart apps to your systems.

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