A simple example of collecting feedback after communicating with an operator

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When integrating a chatbot into a CJM, you should keep in mind that it should enhance the user experience, not complicate it.

To achieve this goal, we recommend:

Segment customers : As practice shows, the customer base of B2B companies is quite diverse. The chatbot should adapt to interaction with different audience segments. Thus, it can explain the basics of using the product to new users, provide preferential access to technical support to regular customers, or offer a pool of new solutions.
Integrate chatbots into key stages of interaction with the consumer . Ideally, a chatbot should accompany the client at all stages: from getting to know the product to placing an order and receiving feedback. For example, at the preliminary interest stage, the bot can collect information about the client's company in order to offer a consultation with greece consumer email list a manager at the purchase stage.
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Use truly adaptive scenarios . The chatbot needs to be able to recognize the moment when it is best to transfer the user to a specialist. This is especially important when discussing complex issues directly related to both the technical characteristics of the product and the specific terms of the transaction. If such a "bell" is missed, the effectiveness of the interaction will decrease several times.
Insight : Implementing a chatbot in CJM can be challenging. For example, if the bot is too complex, it may scare off the user, while one that is too simple may not cope with the tasks at hand. It is important to regularly test scenarios and get feedback from customers . It is also worth considering the nuances of working in different industries: manufacturers may face requests for specific technical data, and wholesalers may face questions about prices and delivery terms.