Category: Chat

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Why use UChat for building Bots?

UChat is the ultimate chatbot platform; it will help you provide 24/7 support, engage with customers, and increase sales conversions. UChat is a no-code chatbot builder that automates your business with Google AI, e-commerce functionality, and app integrations.

Key features of UChat are:

1. Omni Channel Flow builder
2. Multiple Channels: support up to 12+ social channels
3. Drag & Drop flow builder
4. Unique Voice Channel: Build your first IVRs
5. Google Business Messenger Channel
6. WhatsApp Cloud API Channel (free 1000 session messages every month)
7. AI, integration with Dialogflow
8. Built-in E-commerce
9. Centralized Inbox & Live Chat
10. Mobile apps, chat with your customers right on your phone
11. Integrate with everything
12. White-label options for digital marketing agencies.

UChat’s easy-to-use chatbot builder lets you create unique chatbots for channels like Facebook Messenger, WhatsApp, and Instagram. You can even add a chatbot to your Google Business Profile and connect with prospects while they search for you in real time. Send messages, qualify leads, and automate sales without typing a word, UChat will do all the talking. Plus, UChat automates your phone calls with a custom-built Interactive Voice Response (IVR), which can transfer calls, leave messages, and even take payments for your business.

In this blog, we will study how to make a Basic WhatsApp E-commerce Customer Service Bot and deploy it on Omni Channel.

How to create a WhatsApp Bot using UChat?

Step 1:

Log in to your UChat account and click on WhatsApp.

Step 2:

Click the “Config” button in the “360 Dialog”.

Step 3:

Copy the Sandbox WhatsApp Number and click the “Add WhatsApp Number” button.

Step 4:

Add that copied number to your mobile and send a WhatsApp message “START” to get the API key.

After getting the API key, add that copied number and API key and click the “Add” button.

Step 5:

Click on “Create Bot” to create the WhatsApp Bot.

Step 6:

Select “Blank Template” to create the template.

Step 7:

Write the Bot Name and Description and click on the “Create Bot” button.

Your workspace will look like this:

Step 8:

We will now add building blocks and make the flow of our basic e-commerce WhatsApp Bot.

First, click on “Start Builder” and click on “Select Next Step”.

Now select “Question Builder” from the options.

Click on that Question builder, rename the builder if you want, and select “phone”.

Write your question about asking for the user’s phone number and save that answer in the user field in “Save Response to.” Saving responses will be helpful for future purposes. In our Bot, we will use to validate the phone number.

Click on “Select Next Step” and select “Condition Builder” to add validation in the phone number.

Click on that condition builder, rename the builder if you want, and click on the “Add Condition Group” to add conditions to the phone number.

Click on “Add Condition” in If Match to add a condition for the phone number validation.

Select “Phone” in If as we have stored our response in “Phone.” Now we are validating our phone number with Regular Expression, we have to match our phone number with that. So, select “Match Pattern” in the Operator and add the regular expression ^[0–9]{10,10}$ in Regular Expression. Click on the button.

Now in Goto Step, click on the “Select Next Step” and select “Send Message” builder.

Similarly, in Otherwise, click on the “Select Next Step” and select “phone number” builder to again ask for the phone as the provided phone number is invalid.

Click on “Send Message” and rename it if you want, select “Text” and write your message, and click on the “Add Button”.

Enter the name of the button and click on “Select Next Step” and select “Send Message”. Click on the “Save” button.

Similarly, make two buttons “Track Your Parcel” and “Returns & Refunds” and select the “Send Message” builder for both of them.

Click on the “Your Orders” Builder, select “Text” and write your text.

You can also add the “Card” Builder to show order details.

Currently, our goal is to learn how to make a bot in UChat so we will add a Static response for all the services.

Similarly, you can add more products using the “Card” builder.

Click on the “Track Your Parcel” builder, Select “Text” and add your response.

You can also add the button and set “Select Next Step” to “Welcome message” Builder.

Click on the “Save” button.

Similarly, you can also add the button for the “Your Orders” Builder.

Right-click on the workspace, select “Send Message” Builder, rename it to “product list” and add product details as we do above.

Add the button of the name “Track Your Order” and select “Select Next Step” to “Track Your Parcel”.

Click on the “Welcome message” builder, click on the “Track Your Parcel” button, remove the “Track Your Parcel” from when This Button is Pressed, and select “Select Next Step” to “Product List.”

Click on the “Returns & Refunds” builder, select, and add a response. Select “Card” and add product details as we do above. But in place of subtitles, we can write the message of the refund status.

You can also add the button and select “Select Next Step” to “Welcome message” as we do above.

Note: Do not forget to click on the Publish button.

You can now start the conversation with your bot through that sandbox number from which we get our API. Simply just type Hi.

How to deploy our bot to Omni Channel?

Go to the dashboard and click on the Omni Channel.
Click on the “Setup Omni Channel” button to set up the Omni Channel.

Add the name of the bot and click on the “Add” button, you will get the interface where it asks you to create a new bot or convert an existing bot to Omni Channel.

Click on the “Convert Existing Bot” button to convert our WhatsApp Bot.

Click on the name of the bot that we want to convert and click confirm to convert the bot to omni channel bot.

You can now link your bot with any of the channels easily just by clicking on the link and adding your account.

Conclusion

UChat empowers businesses to provide round-the-clock support, drive sales conversions, and enhance customer satisfaction through automated chatbot interactions across multiple channels. With its user-friendly interface and robust features, UChat is a valuable tool for businesses seeking to optimize their customer engagement strategies.

Originally published at How To Create A WhatsApp Chatbot Using UChat? on May 14, 2024.

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How to Create a WhatsApp Chatbot Using UChat? was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

“Every day we’re saying, ‘How can we keep this customer happy? How can we get ahead in innovation by doing this?’ …because if we don’t, somebody else will.”

Bill Gates

If Bill Gates is worried about customers leaving, then where does that leave the rest of us?

Buying your product or service is only the first step in a customer’s relationship with your business. If you want your business to thrive, you must focus on building more of these long-term relationships.

One way to do this? Provide stellar customer support!!

However, this customer support is not just in the form of an agent who is always on the call or a chatbot that provides pre-fed responses.

Customer support has evolved, and as the customer base evolves and more and more millennials become part of it, the expectations are also in a constantly changing state.

According to a survey by Gartner, 62% of Millennials require an unofficial knowledge base (such as a subreddit, Twitter, or YouTube video) as a self-service option for service issues, even with 24/7 customer support available.

This is where in-app customer support comes in.

In this blog post, we are going to learn about:

1. What is in-app support?
2. Importance of in-app customer support.
3. Essential in-app support tools.
4. Best practices and examples for in-app customer support
5. Challenges associated with developing in-app customer support
6. Future of in-app customer support

Let’s begin with the very definition.

What is in-app support?

“When a user does not have to navigate away from an application or a task to seek support, where help content and in-app guidance are embedded directly into the application, then this type of support is called in-app support.”

While this definition is fluid and not set in stone, it pretty much sums up what in-app support is all about.

Effective in-app support encompasses features like chatbots, knowledge bases, and self-service portals, which let users access help resources, communicate with support agents, and resolve issues without having to leave the app environment.

Now that we have the definition, let us see how important in-app customer support is.

Importance of in-app customer support

Businesses must prioritize in-app support to differentiate themselves, foster customer loyalty, and drive long-term growth. Some of the key reasons why in-app support is crucial include:

• Real-time assistance: Features like live chat and chatbots will help users get immediate assistance, answering their questions in real time. This responsiveness can be particularly useful in time-sensitive situations or when addressing critical issues.
• Better user experience: Users don’t need to navigate away from the app if they get access to in-app support, resulting in a smoother and more cohesive experience. This minimizes frustration and drives overall satisfaction.
• Insights and analytics: When users use in-app support, they also leave valuable feedback that can be used to improve the product, enhance support resources, and refine the overall customer experience strategy.
• Increased user engagement: Offering effective in-app support will help reduce customer churn and improve retention rates. When a user can quickly resolve an issue, they are more likely to continue using the app and be engaged.

As you can see, in-app customer support is a crucial business function that is no longer good to have. And we are talking with data and statistics to back up this claim.

So, what are some of the essential in-app support tools?

Essential in-app support tools

Here are some of the most essential tools that fall under the category of in-app support.

1. Chatbots and virtual assistants: Chatbots, especially those powered by Generative AI, can handle a wide range of customer queries and tasks, providing 24/7 support and instant responses. Answering FAQs, guiding users through processes, and answering routine queries are just some of the use cases of chatbots. Kommunicate, Ada. cx, Tidio, etc. are some of the noted chatbot companies that use such.
2. Live chat: Live chat lets customers ask questions to agents and receive responses without having to leave the app. Real-time communication tools with features such as live-sharing and co-browsing enhance the collaborative experience of problem-solving.
3. Self-service portals: Self-service portals, combined with comprehensive knowledge bases, will enable users to solve their issues independently without having to rely on a support agent. Some of these self-service portals include searchable FAQs, how-to guides, tutorials, and interactive walkthroughs.

This is backed by numbers, which say that over 67% of the customers in a survey prefer self-service over speaking to a company representative.

1. In-app guidance: In a lot of cases, businesses can provide guidance within the app, like walking them through various UX elements such as tooltips, checklists, and interactive walkthroughs. This type of guidance is a great way to make users familiar with the software’s capabilities without the need to give them formal training. Some of the popular tools that offer in-app guidance include Whatfix, Pendo, and UserGuiding.
2. Videos: Video tools are a great way to anticipate the needs of the users and provide instant support. Businesses can incorporate videos and demonstrate app features, as well as troubleshoot through step-by-step tutorials and personalized walkthroughs. Videos offer engaging and accessible support, catering to different learning styles. Analyzing video engagement can help in optimizing content for better user assistance. A few common names that use videos in their in-app guidance include WalkMe and AppCues.

These are just some of the essential tools that you can use to provide in-app support. But it is not just important to have these tools at your disposal. You need to know when and where to use them, which is where the best practices while providing in-app support come in.

Best practices for providing in-app customer support, with examples

Here are some of the best practices that will help organizations improve their user experience and deliver superior in-app customer support.

• Contextual and proactive support: Whether it is a mobile or web app, personalizing support on the basis of user behavior and data will go a long way in enhancing the customer experience. For example, Spotify has a brilliant in-app messaging feature that gives contextual assistance based on a user’s listening history, proactively suggesting playlists.

• Seamless integration: Businesses should ensure that their in-app support is seamlessly integrated into their app’s design and workflow. One good example that we came across was Slack, the communication software that companies of all sizes use. Slack’s in-app help center seamlessly blends with its interface, giving users the ability to access support without disrupting their workflow

• Security and Privacy: Many times, customers will be transmitting their private information over your app or website, and the onus is on the business to secure these communication channels. Make sure that there are good data protection measures in place. Banking apps like Chase and Bank of America have good in-app messaging and authentication systems in place, since they deal with sensitive financial information.
• Multilingual support: Businesses today must keep their global audience in mind while designing or deploying an app or a website, and offer multilingual support. Companies can take a leaf out of Duolingo’s in-app support, which is available in various languages. Duolingo thus makes sure that its customers get support in a language that they are comfortable in.

• Self-help resources: Comprehensive self-help resources will help users to find answers to questions they have by themselves. This will reduce the need for direct support interactions while also providing convenience and improving accessibility. Dropbox has an excellent in-app knowledge base that gives access to searchable articles, tutorials, and interactive guides.

Some of the other best practices include providing collaborative support and gathering user feedback for continuous improvement. Whenever an organization is implementing in-app support, make sure to keep these best practices at the top of the checklist.

However, developing a good in-app support experience does come with its own set of challenges and risks. Here are some of them:

Challenges associated with developing in-app customer support

• Data privacy: In-app support generally involves handling a lot of sensitive data, like personal information or account details. Businesses must ensure that there are proper data encryption and secure communication channels in place, or risk being legally and financially vulnerable.
• Scalability: With apps, there is always the issue of scalability. In-app support systems must ensure that they are able to handle the increasing traffic, without compromising on the performance.
• Omni-channel consistency: Businesses should ensure that they maintain a consistent experience across multiple support channels (in-app, web, email) which means that they require robust integration and centralized data management.
• UX integration: Businesses must seamlessly integrate the support features into the app’s design and workflow. This requires balancing functionality with an intuitive and non-intrusive UX.
• Resource-intensive nature: Maintaining and developing in-app support features are usually resource-intensive. They require investment in technology, personnel, etc., which can be a bit resource-intensive and out of reach for smaller organizations.

Businesses must proactively address these challenges and implement appropriate measures to mitigate the risks and deliver a high-quality in-app support experience.

Despite these challenges, the future of in-app support is exciting, and we are now going to look at how in-app support is going to evolve over the next few years.

Future of in-app customer support

The future of in-app support is poised to be increasingly personalized, with businesses integrating emerging technologies and becoming more proactive than ever before. Some of these futuristic trends include:

• Augmented reality (AR): Utility companies such as Verizon are using Augmented Reality (AR), which allows technicians to provide remote guidance through overlays on a customer’s camera view.
• Self-learning systems: Leading companies such as Netflix and Amazon are in the process of making self-learning systems that continuously improve based on past customer interactions. This improves the support quality over time.
• Conversational AI: More and more companies are incorporating Conversational AI and voice assistants within their mobile applications, allowing customers to handle transactions and get support using natural language.

The future of in-app support, as you see, is exciting. We can’t wait to see how more and more organizations are going to adopt emerging technologies like Generative AI and take in-app support to new heights.

Bringing it all together

By using these tools listed above and following the best practices, companies today can deliver personalized, efficient, and convenient assistance directly within their applications. Investing in in-app support not only enhances customer satisfaction and loyalty, it drives long-term success and growth. As technology continues to evolve, businesses that give priority to in-app support will definitely find themselves with an edge over the competition.

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Top Tools and Best Practices for In-App Customer Support was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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