Customer service has changed over the past few years. Especially online, as clients more often use communicators to contact brands. Chatbots started out as technological novelties, but now they are popular marketing tools that have to face new challenges. Chatbot awareness is growing amongst companies but along with it, expectations are rising. Very often during first implementations, they suddenly realize that they need a more customized solution. One of the major problems they report is the difficulty of launching a chatbot on many fan pages simultaneously. We’d like to show you a solution to this problem. Ladies and Gentlemen, meet the multi-chatbot.
Imagine that you’re a social media expert in a gym. Besides the main fan page “Gym US”, each gym location has its dedicated fan page, for instance, “Gym New York Manhattan”. You perform marketing activities not only for the whole fitness center chain but also for specific gyms. Until now, for each company website, you had to create X as many chatbots. You can duplicate them, of course, but this means a lot of needless work.
Thanks to the multi-chatbot, you can avoid it. One chatbot available in many locations will be enough. A conversation can branch into personalized paths for people who talk with a specific fan page when, for instance, they want to ask about a local gym membership sale.
Automatic responses to FAQ is one if the key features of chatbots and one of the main factors why companies decide to invest in them. At least in the beginning 😉 In most cases, answers are consistent across all fan pages. Except for small details, like opening hours. That’s why we assigned a special variable mechanism to each given fan page.
The same NLP module and chatbot structure for many Facebook fan pages
Thanks to the mechanism, when the NLP (Natural Language Processing) module (e.g. Dialogflow) identifies the user’s request, such as “display wi-fi password”, the KODA Bots platform will send a password to a given gym Internet network.
If the answer is to be assigned to, for example, “Gym New York Manhattan”, we can define this action in the admin dashboard. Additionally, we can use variables in a chatbot to define a dedicated welcoming message or to display gym schedules in specific locations.
Whenever a new user writes something on a fan page, he is assigned to a specific Psid (Page-scoped ID), which allows the chatbot to send him messages. The ID is valid only within a given website, so each fan page has its own customer base. Right now, in order to direct messages to all your users, you have to define separate messages in every single chatbot. I assume that their configuration is tiring and time-consuming, isn’t it? 🙂
The same marketing activities for many Facebook fan pages
We have simplified the whole process. Multi-chatbot merges many customer bases into one. You don’t have to define push messages separately, and you have one analytics dashboard that shows all your chatbots. The dashboard can display the Open Rate and CTR (Click-through rate) of all pages, as well as data narrowed down to a specific fan page.
You can also automate the process of creating contests, quizzes, questionnaires, or of measuring the NPS (Net Promoter Score) throughout all your Facebook fan pages.
Companies have internal procedures that define access permissions to employee data. To reflect these procedures in the admin dashboard, we added a new platform role. We called it “fan page admins” (not “fan page administration” 😉 The role allows us to, among others, send push messages to customers from a given Facebook customer base or to look through specific page statistics.
When we discuss the development of the platform and Messenger bots, we always pay attention to our client and his users. What they say is a true mine of information and an endless source of inspiration. It also allows us to adapt the chatbot to market realities. In that respect, social media are flexible tools, as they make it easy to introduce changes. Having your own platform is a real treasure, because it allows you to easily make necessary optimizations. We wouldn’t have created a multi-chatbot so fast if it wasn’t for the special needs of our clients. Multi-chatbot is just an example. Next technological solutions are in line, so stay tuned for more blog posts 😉