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BANK BM: Please, rate the service of our DEL VALLE branch and help us improve. From 1 (bad) to 5 (good), how friendly was the teller? |
Identify the custom data you need
Make a checklist of all the data you need to share with the contact or is required to perform some action within the dialog. For example:
- Contact's name
- Name of a branch office
- Amount of overdue payment
- Deadline for overdue payment
- Name of product
Determine the order and type of questions/actions
- We recommend to go from the most general to the most specific question
The complexity of the questions must go from easy to complex
Questions should be arranged so that the response to a question doesn't influence or skew a later question.
- Depending on the data sought to be obtained, some types of question / actions are more effective than others. Check the Questions and Actions sections to see the details.
Writing
- Use terms that result familiar to your contacts.
- Avoid using ambiguous or subjective words.
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- Take care that the wording of the question does not suggest an answer.
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- The first message should show the options that we want to be selected more by the contacts. Use a secondary flow to show the options of less interest to your business.
| OPCIONES NO CONVENIENTES EN MENÚ PRINCIPAL | MENÚ SECUNDARIO PARA OPCIONES POCO CONVENIENTES | |||||||||||||||||||
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| First message
Flow activated when the contact selects OTHER
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- The questions should relate to one aspect or logical relationship, should not be double (two questions in one).
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- Write questions in positive terms; using negative terms causes trouble when trying to interpret the data.
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- Do not ask anything too complicated to answer or that requires checking on an external source..
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Run a pilot
Realizar un piloto sobre un pequeño segmento de contactos antes de enviar la encuesta a toda la audiencia objetivo, es la mejor forma de incrementar el número y calidad de las conversaciones.
Te recomendamos elegir una pequeña muestra (que puede estar entre el 2% y el 10% del segmento) para probar la efectividad del chatbot diseñado.
Algunos aspectos que deberás evaluar en el piloto son
- Porcentaje de redención
- Detectar valores inesperados de las variables, flujos de preguntas erróneos, considerar si la duración es la adecuada.
- ¿Las preguntas están en orden lógico?
- ¿Las preguntas se entienden?
- ¿Qué dificultades se encontraron para completar el cuestionario? ¿Cómo afecta una pregunta a la respuesta de una pregunta posterior?
- To run a pilot with a small segment of contacts, before sending the chatbot to the entire target audience, is the best way to increase the number and quality of the conversations.
- We recommend choosing a small sample (which can be between 2% and 10% of the segment) to test the effectiveness of the chatbot designed.
Some aspects to evaluate at the end of the pilot:
Rate of redemption (contacts respondents / total contacts)
Detect unexpected variable values, erroneous flows, consider whether the duration is appropriate
The questions are in a logical order?
The questions are understood?
What difficulties found the contacts to complete the questionnaire?
Did you obtain all the data defined in your goal?