Chatbot Builder
A chatbot is an innovative way of business interaction with customers. Every day, more and more areas of business are finding their advantages in using chatbots for customer interaction. Business areas such as the service and trade sectors are no exception. In this article, we will analyze the use of a chatbot on the example of a pharmacy case created by the Gerabot company.
But, first, we will analyze the common advantages of a chatbot compared to other channels of business-to-customer interaction, information provision, and feedback capabilities.
The main competitors of chatbots are websites, mobile applications, and company social networks. Ideally, the business should consider and use all these channels of interaction with the client. But at the same time, chatbots have undeniable advantages, especially on mobile devices.
The main advantage of chatbots over websites is that 90% of smartphone users have messengers running constantly, at least in the background on their devices, while , as opening a browser to view a site is an additional step to access information.
If we compare chatbots and mobile applications, then bots have an undeniable advantage in that the user does not need to install additional software on his smartphone, thereby not clogging own device memory. Also, bots work much faster than programs.
Chatbot interfaces do not differ from messenger interfaces, and thus are more familiar and convenient for users.
What options does the pharmacy chatbot offer users:
Let's analyze these points in more detail.
If the user uses the bot for the first time and wants to receive a personal loyalty program code, he needs to share his phone number. This is necessary so that the system that interacts with the company's external services finds him in the database and identifies him as an existing or new client.
If the client is found in the database, the chatbot will immediately display information about his bonus program, including the card barcode. If the client is not found in the database, the bot will offer to share the phone number and will create a new client by adding it to the company's general database.
The first step in creating an order is to determine the user's location. The bot can automatically determine the user's location or offer him to choose a city on his own.
In the second step, after determining the location, the user can enter the name of the drug that interests him. After entering the name, a request will be made to the company's general database to search for products matching the request. Next, the user will be offered one or more found products, or similar ones, if the query is entered incorrectly or by mistake. After the found products are displayed to the user, he can choose the number of products to be added to the cart. If more than one drug is found, the user can switch between them, choosing the one that best suits his request. The user can also specify the number of packages or blisters to add to the cart.
After the user has added all the selected products to the cart, he can edit the order by viewing all his products in the cart and selecting the edit order option. If desired, he can change their quantity or remove any products from the cart.
After the final formation of his basket, the user can proceed to the next step, choosing a pharmacy to make a purchase. Pharmacies can be sorted in two ways: by the availability of the product in the pharmacy or by the nearest pharmacies to the user from his location. When the user has chosen the required pharmacy for the order, he clicks the button to place the order and receives his order number and the time when he can receive the order. All order data is synchronized with the company's general database, and thus it will be available in the order history in all company applications.
The user can at any time view the chatbot history of his previously placed orders. A list of orders will be displayed to him, and when he clicks on one of them, he can see all the products of this order. If desired, the user can repeat the order by pressing the appropriate button. In this case, his current cart will be cleared and the items from the previously selected sunset will be added to it. The user can then repeat the checkout process with the same products or edit the cart.
If the client wants to make an order offline, or if he needs to consult a pharmacist before placing an order, he can use the function of finding pharmacies closest to his location. Having chosen the best option, he can immediately lay out the route.
The chatbot can generate personal links for each user with a unique context. Therefore, when a user shares a link with friends, the company can determine which user shared the link and, if desired, award him certain bonuses or points for this. The user, in turn, needs to press only one button and share with selected contacts.
The user can change his data, for example, such as name, e-mail, city for quick search later when placing an order. All its data will change not only in the chatbot, but also in other services of the company, since the chatbot is synchronized with the general database of the company
Also, in the chatbot, the user can view company contacts, such as phone, e-mail or others. Another option is to request a quick connection with an operator who will join the dialogue and be able to answer the user's questions online, if he did not find information in the chatbot, or if he had any difficulties while working with the bot.
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A chatbot provides a business with new opportunities to interact with the user to provide services, improve the quality of customer service and provide feedback. Users, in turn, receive a tool for quick interaction and performing those actions that would take much more time and be less convenient than in a chatbot in other company services, for example, in mobile applications or on the website. A chatbot for service and services is an innovative and irreplaceable means of increasing company loyalty and providing new opportunities to users and customers.
