Table of contents
Set your goals
We want to be sure you get off to a flying start. As the saying goes, to be prepared is half the victory, and the best preparation is knowing what you want to achieve. Therefore, the first thing we advise you to do is to decide on which goals you want to reach with your chatbot.
There are probably many things coming to your mind when thinking of goals for your chatbot. Here it’s important to consider when your chatbot would be a success for you. Do you want to automate at least 60% of your FAQ’s? Or do you want to generate at least 20 new leads per week? Success can mean a lot of different things. To help you along, here’s a list of some of the most common goals for chatbots to achieve:
- Reduce incoming emails, phone calls or chats
- Reduce costs for the Customer Service department
- Let Customer Support agents work more effectively
- Gain more insights in customer data
- Increase customer satisfaction
- Reduce churn
Of course, your goals can be anything you want, so try to think of all the ways you want your new chatbot to have an impact on your business.
Measure your success
When you've chosen which goals you want to achieve with your chatbot, you’ll also want to add the right KPI’s to your goals. After all, you want to be able to measure whether your chatbot has reached these goals or not. Some examples of relevant KPI’s are:
- Degree of automation
- Cost reduction
- Employee effectivity
- NPS / CSAT
- Churn rate
- Number of new leads
Deciding on your KPI’s not only helps you measure the success of your chatbot, it also makes it a lot easier to know exactly where you can improve your digital assistant. In the maintain success section of this guide we explain how you can keep track of your KPI’s in Watermelon.
Step 2. Set up your platform
With your goals in mind, it’s time to dive in and start setting up your platform. We’ll take you through the most important features and settings.