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The Unexpected Value of a Chatbot Platform

The Unexpected Value of a Chatbot Platform

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"Hi! I'm a bot that was created to help you." This statement also applies to product development.
double exposure image of virtual human 3dillustration on business and learning technology  background  represent learning process.

“Hi! I’m a bot that was created to help you.” This statement also applies to product development. At first, I was hesitant about using a chatbot, not understanding the value of the platform on a website. I am one of those webpage visitors that is more likely to close the chatbot and ignore its notifications than to give it a chance.

The reason for this is I have not seen the benefit. I associated the functionality more to the infamous paperclip icon in the right-hand corner of the screen rather than a useable tool. 

That was until I became the person on the receiving end of the chatbot

In the short term, companies can provide immense value in utilizing the tool, which connects a team member to a webpage visitor, resulting in an immediate human response to an inquiry. 

  • A visitor has a question, one can answer it before they move on. 
  • A potential customer needs more information, one can provide links or documents immediately. 
  • A client is in a panic, one can address the issue and provide responsive service. 

In doing so, a company can provide clarity to an issue and support to a bug before the inquirer moves on to a competitor or writes a negative review. The customer gets their issue addressed. Win. The company provides a positive experience. Win.

In the longterm, what other wins can come from a chatbot platform?

Being on the ground level of supporting a user experience provides many (unexpected) benefits.

Firstly, it provides the opportunity to see a company’s product or service from a different perspective. This can positively impact product development and strategy. For instance, a little-known advantage of your product can be highlighted in future marketing content. Simultaneously, a constraint can be identified and discontinued furthering product development for a better user experience. 

Secondly, it’s a chance to identify missing information in the product’s support documentation. For example, if one can get a question answered via a webpage, this saves the company’s and the customer’s time. So, from this experience, instructional content can be produced and added to the company website thereafter.

Additionally, a chatbot platform can be used to qualify incoming leads. It can be the pathway connecting salespeople with high-quality leads, which will initiate longer and more-prepared conversations with potential customers. At the same time, it can identify low quality leads. In this case, barriers can be developed in response to eliminate them. 

As a product manager, incorporating a chatbot platform provides a constant “fresh eyes” perspective that a company can consider ensuring a better user experience and stronger product management. 

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