The ultimate chatbot guide

September 11, 2019

9 min.

Starting a business may be a difficult process filled with challenges, ranging from managing competition to learning new skills. Despite our best efforts, we often feel we could have done more. Fortunately, in today's quickly evolving technology age, multiple tools can help us achieve better results with less effort. One such tool is a chatbot.

Integrating chatbots into your business plan can boost growth and efficiency. Today, we'll cover the potential of chatbots, specifically with Kommo CRM. So, let us dive right in.

What is a chatbot?

A chatbot is a program that automatically responds to user inputs in a chat interface. Its powers go beyond simple chat; it can do much more than just obtain information, book appointments, or showcase products.

Customer service chatbot example

Types of chatbots

There are 4 types of chatbots:

Types of chatbots

1. Keyword recognition-based chatbots

These chatbots respond to certain keywords or phrases, triggering predefined actions or responses inside a conversation flow.

A keyword recognition-based chatbot

2. Menu/button-based chatbots

These chatbots provide clients with options, allowing interaction via structured menu systems.

A menu-based chatbot

3. Rule-based chatbots

Rule-based chatbots follow predefined rules, responding only to the inquiries they are programmed to answer.

A rule-based chatbot

4. AI chatbots

AI chatbots utilize machine learning and natural language processing (NLP) to interpret and answer client inquiries. The more they interact, the more they learn.

An AI chatbot

Chatbot examples

Companies can use chatbots for different purposes, including customer service, marketing, and sales.

Chatbots for customer service

Chatbots can improve customer service and help you accomplish different business goals, including:

  • Measuring customer satisfaction
  • Sending speedy & automatic responses
  • Cutting down on customer response time
  • Providing 24/7 client support
  • Routing incoming chats to the right team

1. Measuring customer satisfaction

A chatbot can measure customer satisfaction. Once you set up a chatbot to gather such information, you can measure client satisfaction in the blink of an eye.

🤔What is a Customer Satisfaction Score?

Customer Satisfaction Score assesses how satisfied clients are with a product or service. It is usually measured by asking customers, “How satisfied were you with the product or service?”.

To get the customer satisfaction score, you must sum all replies and divide the total by the number of respondents.

Kommo's customer satisfaction chatbot in action

📹 Watch our YouTube video on how to set up your customer satisfaction chatbot in just a few steps, or 📖read our detailed guide.

2. Sending speedy & automatic responses

If you're looking for an automated messaging hero for your customer support team, the auto-responder bot is for you. Here's what it can do:

  • Give prompt and automatic responses so that your clients don't feel ignored
  • Make communication easy and hassle-free
  • Reduce the time it takes to respond, making everything faster and more efficient

💡Automate responses to every incoming message using Kommo's chatbot template.

3. Reducing customer response time

In today's world, quick response time is the most important attribute of the customer experience. As the saying goes, if you are not the first (to reply), you are the last (to sell). 👋

Naturally, a shorter response time equals better customer service. It shows how competent your business is and how much you value your clients.

The chatbot is programmed to notify your sales team when a lead or client has been waiting for a response for over five minutes.

Chatbot reduces response time in Kommo CRM

💡Discover how to improve customer response time with Kommo's chatbot in our article, or 📹 watch our YouTube tutorial!

4. Providing 24/7 client support

Providing 24/7 customer service can be tough, especially for small companies with limited resources.

With an offline chatbot, you can be online 24/7, even when you're not working, and your clients reach you after office hours. 🕤

Kommo's offline chatbot in action

An offline chatbot can do the following:

  • Inform clients that your team is offline
  • Request important lead information
  • Maintain a conversation with a client

💡Master 24/7 customer service with Kommo's offline chatbot in just a few steps.

5. Routing incoming chats to the right team

Another reason you should use a chatbot is to create quick and personalized customer service. You can achieve this by automatically assigning incoming conversations to specific team members.

Chatbot directs a conversation to the right person or team based on its content or context. This feature is common among current customer care and support platforms. Chatbots, with their ability to speed up communication, are important for businesses looking to provide excellent customer service.

💡Unlock the secrets of chat routing with Kommo.

Kommo's chatbot routes messages to the right team

You can use chat routing with different communication channels, including Instagram, WhatsApp, Facebook Messenger, Telegram, and Live Chat.

Chatbots for marketing

Adding chatbots to marketing campaigns involves some tactics, such as:

  • Starting conversations with keyword triggers
  • Responding to comments on social media
  • Opt-in email campaign automation
  • Allowing clients to opt out of messages
  • Sending event reminders

1. Starting conversations with keyword triggers

Having discussed Keyword triggers earlier, here is a detailed video on how to use this strategy.

💡Delve into the power of Kommo's keyword triggers.

2. Responding to comments on social media

The auto-comment reply chatbot allows you to respond automatically to comments on your social media posts. You could ask people to reply to a post on your page, and a few seconds after they do, they get a message from your chatbot in Messenger or Instagram.

Chatbot sends a pre-written response to a comment

💡 Check out our step-by-step guide to creating an auto-comment reply chatbot.

3. Automating opt-in email campaigns

🤔 What is opt-in email marketing?

Sending promotional emails only to subscribers who have provided their email addresses to join your mailing list.

Opt in email marketing tools

Chatbot can launch an automatic opt-in campaign as simple as sending a standard email.

Example of an opt-in email marketing campaign on Instagram

Based on the response, the contact will be automatically issued an opt-in or opt-out tag in the CRM, and their email address will be added to the contact list. Once you have enough subscribers, you can begin your email marketing campaign.

💡Learn how to grow your email list faster with Kommo's chatbot

4. Sending event reminders

If your business frequently organizes events, using a chatbot as a well-crafted event reminder email will increase attendance, boost engagement, and ensure your attendees are properly informed and ready for the big day.

The chatbot can also:

  • Improve the overall experience of the event
  • Maintain communication with potential clients
  • Avoid last-minute cancellations or no-shows

An event reminder via email

💡Maximize event attendance with Kommo's chatbot reminder emails!

Chatbots for sales

Using chatbots in sales entails optimizing procedures by:

  • Automating follow-ups
  • Allowing clients to opt out of messages
  • Document-generating chatbot

1. Automating follow ups

You can fully automate follow-ups, including those for WhatsApp, Instagram, and Facebook Messenger, and ensure every lead is taken care of.

For example, if a potential client doesn't respond to you for 3 days, you can be sure that your chatbot will follow up on your last chat.

💡Learn how to automate follow-ups within just a few clicks!

Chatbot follows up on WhatsApp using Kommo CRM

Check out the video below for a step-by-step guide 👇

2. Allowing clients to opt out of messages

Whether through email, Instagram, WhatsApp, or any other channel, allowing clients to opt out of messages shows them that you value their time.

🤔 What is opt-out?

Opt-out is a simple call-to-action message, such as a button or a link saying “unsubscribe” or “opt-out,” that allows the client to unsubscribe from your mailing list.

The opt-out message chatbot reminds you or your sales team that the client has opted out. This guarantees that you don't accidentally send another message to your client, promoting a customer-friendly approach.

💡Find out how to set up opt-out messages in Kommo's visual builder, or 📹 tune into our tutorial.

Kommo CRM shows that a client decided to opt-out

3. Document-generator chatbot

If you or your sales reps spend about 12 hours each week processing paperwork, that's a lot of time wasted when it might be done automatically.

Fortunately, a document-generating chatbot can help you avoid this error and focus on important tasks.

🤔What is a document generator?

A document generator is a tool that generates commonly used documents, like invoices, contracts, offer letters, order forms, and much more, at scale.

A document generator bot can automatically identify customer details in the database, including their name, contact number, address, and order price, and even input them straight into the placeholders in the document template.

The document generator chatbot automates your sales reps' everyday work, saving them hours by generating commonly used forms.

Example of a document generator chatbot

Building a chatbot in 5 easy steps

You're probably excited to build your own chatbot from scratch. Let's take a look at what you will need.

Building a chatbot in 5 easy steps

1. Make a list of your problems

The first step is brainstorming all the problems you want your chatbot to solve. To accomplish this, use a Miro board to visualize all issues.

2. Find the best chatbot solution

You can build a chatbot in two ways. If you're tech-savvy, you can code it yourself. If not, then you can use a no-code or low-code platform.

Two ways to build a chatbot

After listing all the issues, select the chatbot builder tool that best fits your business's needs. Although many chatbots are available on the market, you're probably wondering how to determine which one is most likely to suit your needs.

Top 15 chatbot solutions

We suggest testing different chatbot builders by requesting product demos or signing up for free trials.

3. Set up your chatbot KPIs

After choosing your chatbot platform, you need to set reasonable goals for it. It can be, for example, boosting lead generation, cutting down on response time, or improving customer satisfaction scores.

You can measure your chatbot's performance by using different metrics. For example, the number of leads acquired, open sessions, or closed conversations.

However, remember that you can only expect your new chatbot to achieve some of your business goals simultaneouslya time.

Chatbot KPIs examples

4. Build your chatbot

One of the best tools for creating chatbots without any coding experience is Kommo. It's a user-friendly chatbot creation platform for anyone searching for a simple, no-code solution.

🤔 What is Kommo?

Kommo is a pioneering Messenger-Based Sales CRM software focused on helping businesses achieve more sales and create long-lasting customer relationships.

Visual chatbot builder in Kommo CRM

Using the Kommo platform to build your chatbot is pretty simple.

In your Kommo account:

  • Go to Settings > Communication tools > Salesbot
  • Click Create a new bot

You can create a new chatbot or use one of Kommo's ready-to-use templates.

Kommo's ready-to-use template

Here's a detailed explanation of how to set up your first Kommo salesbot 👇

Chatbot triggers in Kommo

While creating a chatbot is a big task, it doesn't stop there. You need to customize it to ensure it brings the best possible results for your business. Triggers can often define the success or failure of a chatbot.

While setting up your first triggers, you can decide on things such as:

📢 What will activate your chatbot

⏱️ The time a chatbot will be active or hibernate

🤔 To which users will the rules apply

💡Learn more about setting up chatbot triggers with Kommo

These triggers will open doors for opportunities to personalize your customer experience.

💡Learn more about setting up chatbot triggers with Kommo

Set up the trigger pop-up window

Chatbot conditions in Kommo

The chatbot conditions available on Kommo CRM are one of the most powerful features of the platform. They assist you in understanding your client's intentions, guiding them to appropriate channels, and keeping them entertained. 😎

With Kommo, you can create chatbots for various messaging apps, such as Telegram, Instagram, and WhatsApp, which will assist you with:

  • Book appointments
  • Answer FAQs
  • Make event registrations
  • Download lead magnets (and much more 😉)

In Kommo, you can set conditions based on:

➡️ Client message

➡️ Lead source

➡️ Conversation status

➡️ Other triggers

You can choose several conditions which can mutually exclude each other. And even specify the action for a situation when none of the conditions are being followed.

💡Want to learn more? Check out our guide on chatbot conditions, or if you prefer watching to reading, check out our video instead.

5. Analyze, monitor, iterate

You need to know that your chatbot will require ongoing revisions when set up. Spend time analyzing how it interacts with your clients to see if there are any problems, and then make adjustments based on the errors you find.

Chatbot analytics in Kommo

Checking your chatbot analytics is an important feature available in Kommo. Using the analytics, you have a simple but clear view of the actions that your chatbots have been carrying out.

Frequently Asked Questions

How our team can help

Setting up a chatbot in Kommo ensures your business gets the most out of your chatbot-building experience. Our team is here for you if you find it challenging or need help with the process.

👩‍💻 Login to your Kommo account

💬 Chat with us here on the website or within your account

🤓 Book a free demo session with the team

🤝 Find a partner to do it for you so that you can relax

🎥 Visit our YouTube Channel

Leo Hellenbrand

Content Marketer and Writer @ Kommo

I'm an adept of sales automation. Let's make your business efficient!

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