About the client:
- The client runs an Internship program in the Hospitality industry that sends students from Ireland and the UK to Florida on paid internships.
- Servicing about 400 participants annually, they were looking to grow their business and enroll more students for this internship.
- However, the client had been receiving a high volume of queries over the phone requesting similar kinds of information.
Need Mapping:
- Since the client used Zoho CRM for leads management, they wanted to build a chatbot to collect information from prospective customers.
- The chatbot would automatically answer the repetitive queries coming from Internship website visitors.
- Further, it would automatically transfer the leads generated from the chat to the client’s CRM.
Problem Statement:
- In April 2020, the client approached Agency Couch to create a chatbot using SalesIQ and connect it to Zoho CRM to store lead and chat data based on the field type.
- Upon discussion with our team, the client further shared that it would be useful to add a feature to the chatbot wherein prospective customers can choose to talk to a human agent anytime, while interacting with the automated chat.
Our Approach:
- The workflow for the chat was meticulously designed over multiple conversations with the client.
- Multiple scenarios were discussed to make the user-experience as human-like as possible.
- We came up with several suggestions to improve the design of the chat flow so that it is more user friendly and easy-to-use.
- We offered several customized solutions to meet the needs of the client. For example, the client wanted to collect the full date-of-birth of website visitors through the automated chat. So, we created a text field in date format to collect the same.
Technology Deployed:
- SalesIQ Script by Zoho was used to build the chatbot. The SalesIQ Script is a chatbot-building platform that uses DELUGE (Data Enriched Language for Universal Grid Environment).
Key Results & Impact:
- We ensured an easy collection of customer information, making the same easily accessible to the client team, and at the same time generation of leads for the client by meeting the information needs of the customers.
- We helped the client automate the query-handling process, thereby saving time and effort and helping their team to focus on more productive work.
- We walked the extra mile to make the process streamlined and ensure seamless delivery in just a couple of weeks. For instance, the Chat Editor that we were using is not good for finding syntax errors, so we used Visual Studio Code for coding.
Client Testimonial:
- I was introduced to the team at Agency Couch by a friend who had previously worked with them and still engages them for various projects. I was keen to see how we could design and implement a chatbot for my website. The Agency Couch team is extremely professional and knowledgeable and was very patient with me while I figured out what I actually needed.
- The team was very engaging and thorough during all interactions with me and consistently delivered despite severe time crunch in the project. We had catch-up video calls on a regular basis which kept me updated and ensured that we were moving forward as envisioned. I am extremely excited to see the current solution evolve into a fully functioning chatbot capable of engaging with my website visitors through AI.
