Welcome to Watermelon! To help you get started and ensure you make the most of our system’s features, we’ve compiled a starter guide for you.
Create an account
Imagine all your customer service communications managed from one easy-to-navigate dashboard. Look up any conversation in the archive and work with multiple colleagues at the same time to help your customers even faster. That’s what Watermelon Messenger is all about.
Create an account by clicking the ‘Register’ or ‘Create Account’ buttons on our website. Signing up is simple, so you’ll be able to start answering your customers’ questions in no time.
You can also create an account here. The registration process starts with entering your professional email address and password. The next step is to fill in the information of the company you wish to create an account for:
Once you’re done entering your company details, we need to know a little more about you in order to help you better when you contact us.
During the last step we ask you whether you’d like to use our suggestion bot or chatbot technology. A suggestion bot helps you answer your customers’ questions, and a chatbot allows you to automate a large part of your customer service. After this, click ‘register’ and you’ll receive a confirmation email.
Add social channels
When you login for the first time, you will need to add social channels in order to use Watermelon. In the Greenhouse plan you can add an unlimited number of channels.
You can add Facebook Messenger, Telegram, Livechat, e-mail and Twitter. You can add these channels by following the step-by-step process indicated on the screen. Login to each service, and when successful, your conversations from that moment on will automatically appear in the dashboard.
We also offer a Channel API so you can integrate your own channel with Watermelon koppelen, or use a custom integration and link your own software.
Is something not working? Consult our Help Center.
Create additional users
Most likely you’ll want to use Watermelon with several colleagues at once. That’s why the system allows you to create multiple users. This is done by going to ‘Settings’ and clicking ‘Create/Edit Users’. Once you’ve created a new user, he or she receives a confirmation email.
All conversations with customers are listed in one overview. This way, you always know how many conversations are ongoing and how many you’ve already taken care of. Incoming messages are listed under New conversations. These messages can be read by you and your colleagues, but you can’t answer them yet. By clicking the text bar, you can assign yourself a conversation and start typing. The conversation will then be moved to My conversations. All of your personal conversations are listed under this heading. As soon as a conversation is finished, you can archive it to make sure it is saved for future reference.
Under All Conversations you’ll find an overview of incoming conversations as well as already assigned conversations with the user they’re assigned to. Please note: to access the overview, you need to be an admin!
The dashboard also shows you which channel a conversation comes in on. This can be seen from the logo displayed next to the customer’s profile picture. You can also view the customer’s available contact details in the overview next to the conversation. This means you always have relevant background information at your fingertips.
Apart from conversations with customers, we’re working on giving you the option of an internal chat with your colleagues. At the top of the dashboard we’ll add the heading Internal conversations, where you’ll be able to confer with your colleagues about ongoing conversations.
If you’re unable to answer a question yourself, you have the option to forward a conversation to a colleague. Go to Options at the top of the conversation screen. Then select To colleague and select the colleague you want to forward the conversation to.
Talking to customers in Watermelon Messenger is a piece of cake. But do take care not to press enter after every couple of words to prevent your customer from being flooded with notifications. This is important to maintain the quality of your conversations.
The Watermelon settings page will show you all of the elements you can tweak. You can link channels, create users and set up your chatbot from here.
It’s easy to upload files from the conversation overview, should you want to send your customer a video, image or other file.
- Click the icon for video, image or file in the text bar;
- Select a file from the folder that pops up on your computer;
- Press enter and your file will be automatically sent to your customer.
Watermelon fully supports the use of Emoji. We love them, and so do your customers. Use an emoji by clicking it. We offer a variety of emoji styles and types, scroll to view them all! 😀
We all lose stuff now and then, which is why in Watermelon Messenger we’ve added a Search option. Search your contacts, archive and current conversations by word, sentence or name. It’s also easy to find files you’ve sent or received.
Every file you’ve sent or received is saved to the Watermelon database and directly added to the search option at the top of the screen. All files are 100% securely stored. No one else can access them but you.
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The Dashboard contains a menu with statistics. This provides an overview of the average response time per employee, the conversation duration, the number of customers helped per week or per month, and the total number of customers helped. This menu also includes statistics on the number of messages sent and received.
Curious how you and the team are doing? You can also see your colleague’s statistics. See if you’re make progress by checking these stats regularly.
The header “Tag Statistics” provide specifics on the use of tags. Here you can see per specific period of time how often a tag has been used. This gives you a good overview of the topics of conversation and how often specific subjects come up in conversation.
It’s useful to manage customer expectations when you’re not online by sending an automated out-of-office message.
You can indicate which days and time you are available, so your customers will know when they can expect an answer. Access the Settings menu to set up your Out-of-office message.
Build your chatbot
A chatbot is a computer program that can hold an automated conversation with customers. This enables automation of a majority of your customer service, leaving more time for customer service employees to answer more specific or complex inquiries.
In addition to a chatbot, you can also set up a suggestion bot to assist customer service employees during conversations. If the chatbot recognises the question, answer suggestions for the customer service employees will appear in the chat window. Answers can be given with a simple click, and suggested answers can be edited before they are sent. If you start typing in the chat window, the suggestions will disappear.
The chatbot and the suggestion bot can be used simultaneously or you can choose to only use on of them. Before you can go live with a chatbot and/or suggestion bot, you will need to give the chatbot a personality and provide it with knowledge.
Create a chatbot personality
When you start using a chatbot, you’ll begin by walking through a set of set-up steps to give the chatbot its own personality. Provide a name and a profile photo which suits your organisation’s target audience.
People like to test your chatbot by asking it personal questions. The chatbot can answer in a way that’s in line with your brand and your business. Some frequently asked questions include the chatbot’s hobbies, its favorite meal and where it lives. By providing serious answers, or funny ones, you form the character of your chatbot.
We made it easy to add character by providing questions and suggested answers. Adjust the answers to suit your organisations’ tone of voice.
After you’ve given the chatbot a personality, you can choose the channels on which the chatbot is active. You can activate your chatbot on: Livechat, Facebook Messenger, Twitter and Telegram.
Make sure that you’ve linked the channels to Watermelon on which you want to activate your chatbot. You can choose one, some or all of the channels; i.e. you’ll use your chatbot on Livechat, but answer incoming Twitter message yourself.
You can compare adding knowledge to the chatbot to training a human employee. Before the chatbot (employee) can start working for you, you’ll need to teach it what to answer to various questions.
If you don’t have one yet, make an overview of all the frequently asked questions and their corresponding answers. Write down the same question at least three times, as people have a variety of writing style (especially in the age of the internet). The chatbot will better understand what the customer is asking, even if the question is not a 100% match to what you’ve filled in.
Think of one conversation as an ‘answer tree’, also called a triage. This function allows you to ask follow-up questions based on the answers of your customers.
In conversations you can specify which trigger (this is a certain question in the tree) will lead to the follow-up conversation. You can also choose to begin with a start button, where the chatbot will continue to ask follow-up questions to get to the correct answer or find the product in question. We suggest to use chatbot conversations for the following reasons:
– Help your customers more quickly
Customers like to use chat as a way to get questions answered quickly. The chatbot can lead the customer to the location of the correct answer so that client doesn’t need to navigate through your website in order to find it.
You can use chatbot conversations to stimulate conversion: suggest products, making an appointment or registering details on a particular page. Imagine a customer is looking for a top they’ve seen with blue and white stripes. Using conversations, the chatbot can ask the customer about size, length and other product details to find the top (or several) which the customer may be looking for. From the chat, the customer can click to the product page and then add the top to their cart.
– Improve customer experience
Use chatbot conversations to improve the customer experience. Instead of thumbing through a menu, or scrolling through search results, the chatbot can provide the answer the customer’s looking for in the place where he or she is already is.
Tips & tricks
It’s not difficult to set up a conversation (answer tree) in the Watermelon dashboard, but consider the following:
– Think about the topic of conversation. Keep it short and simple and make sure it’s clear to you and your team.
– Ensure variety in the way you input questions to avoid miscommunications between the chatbot and your customer.
– In conversations, you can present your customers with several options in order to continue the conversation.
– Think about the best way to end the conversation. Do you want to offer the customer another chance to answer the questions, or send them immediately to an employee?
The chatbot conversations module is accessible for everyone and easy to use – no need for a technical background in order to make the most of it within the Watermelon platform.
After you’ve entered all the questions and answers in the dashboard, you can train the chatbot. Depending on how much knowledge you’ve entered, this can take a few minutes. During the chatbot training, all the information you’ll enter will be saved by the chatbot.
Every time you add or edit knowledge, it’s saved in the chatbot. During training, the chatbot keeps working, working with the most recent answers.
Before your chatbot goes live, you can test it an unlimited number of times. By having a conversation with your chatbot, you understand what kind of information is missing, which sentences still sound a little funny and which answers need to be tweaked.
In “mismatches” you’ll find all the questions to which your chatbot didn’t know an answer. This doesn’t only happen during testing – unanswerable questions are also registered as mismatches when the chatbot is having live conversation. You can specify after how many mismatches the chatbot will transfer the conversation to a human employee, we suggest after 1 mismatch..
Before you activate your chatbot on your channel(s), allow several people to test it thoroughly. Don’t ask the questions exactly as you’ve written them, but rather put yourself in your customer’s shoes and try to ask the questions in a variety of ways. This will reveal if you’ve added enough variety in the knowledge you’ve input.
After you’ve thoroughly trained and tested your chatbot, it’s ready to go live!
It’s exciting, letting your chatbot talk with customers for the first time. You can watch what’s going on real time in the Conversation overview. You’re always in control and can take over the conversation at any time.
When a customer asks a question you’ve added as knowledge, the chatbot can answer, even outside of office hours. If the chatbot can’t answer, it will automatically transfer the conversation to a human employee, informing your customer it’s doing so. If there’s no human employee available to take the conversation, your out-of-office reply will manage customer expectations to say when they can expect an answer. The Watermelon platform is the optimal collaboration between human and robot!
When you activate the chatbot, it will be the first point of contact for your customers! You’ll choose which channels the chatbot will manage.
After you’ve added the most frequently asked questions, you can immediately go live with your chatbot. Unfortunately it won’t know very many questions (yet). However, this is a great way to understand the types of questions your customers ask your chatbot. When there’s a mismatch, you can immediately add the answer and your chatbot will learn how to provide the correct answer.
You can also choose to front-load the chatbot with as much knowledge as possible. It’s important to consider the customer’s perspective(s) and ask questions in a variety of ways. You can test the chatbot until it provides the correct answers in all scenarios. On average, it takes between 2 and 3 months before your chatbot can answer nearly all of your frequently asked questions.
Train & Maintain
After you’ve activated your chatbot live on your social channels, you need to maintain the chatbot. Do this by training it on mismatches, and updating and adding knowledge. Your chatbot gets smarter, the more knowledge you add. Resolving the mismatches is key.
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