LeadBot Best Practices

by Sara Pion

Tips and Tricks for LeadBot

Setting up your first LeadBot can be exciting and a little daunting! Where do you start? How do you make sure that your bot is asking the right questions? How can I become a bot master like our Customer Success Managers? Well we are here to help! 

Here are some tips and tricks that can help you put together an effective and useful bot  🚀

Where to Start: 

Starting off simple will make people more likely to engage with your bot! By asking a complicated or multi-part question in the beginning of a flow will deter users from wanting to engage with you on your site. 

We have one customer who uses Drift on their pet store website. The first question their bot asks is "What is your pet's name?" Their engagement went through the roof because they asked a simple but engaging question their target market would love to answer! 

Always set a Default Response: 

This will ensure that any response from your site visitors will be responded to by your bot and make sure that they are asked another question. 

We like to have our follow up response be something like "Got it", which makes the flow seem more conversational and personable!

Using Keywords 

When you are using keywords to help the Bot respond in the most accurate way possible, it's best to use 4 or 5 so that the bot can understand different responses that mean the same thing, but could be worded differently. 

You'll notice that when you are setting up your key words, you have a few options when creating your keywords: 

The difference between each of these settings are good to know for how your bot responds to questions:

  • Similar to: If you use this setting, the bot will understand words that are similar to others. For example,  Leadbot can understand that "hey" is similar to "hi", "hello", "sup", "yo", as a greeting. So if your bot is asking a yes or no question and you use "Similar to" "no", then our bot will understand replies like "nah", "nope", and "nuh uh". 

  • Contains: This option is good to use if you just need the site visitor to use a key word or words to trigger the next question. We use "contains" for situations when we want to collect more information about a site visitor. For example, our bot asks " What brought you here to check out Drift?". We use the keywords "check it out", "friend told me", "just looking", "google", etc. to help our team gather that information that is not crucial to the bot flow but good information to know.

  • Equal to: Using this option will have LeadBot only understand the exact words you have as keywords. So if you want your Bot to only be able to respond to very specifically worded responses, this is the option for you!

Using Button Responses

If you want to give your users a multiple choice question, where they have default response options to choose from, button responses are a great tool!

We use buttons to make sure that the right people go through the right flow. You can ask your users what their role is/how large their company is and create button responses that can help you qualify leads that fit with your target market! 

When you are creating button responses, in order to have multiple buttons, you have to create a separate "Customer Response" for each one. This way different button responses can lead to different questions in the flow. 

Email Capture Question

When a site visitor goes through your LeadBot flow and becomes a qualified lead, your team is going to want a way to contact this person! You can now embed an email capture question into your bot flow so that you ensure your team can contact leads and set up demos. 
The email capture question asks the user for their email, and will repeat the question if the user responds with anything but an email. It looks like this in a conversation: 

This will help your team capture the emails of more qualified leads and ensure that your team can actually reach out to people who are interested in buying your product or service! 

Iterate, Iterate, Iterate

Sometimes your bot flow might not be perfect the first time you set it up, we get that! That's why we made it easy for you to go back to the drawing board and tweak parts of your bot flow! 

You can move questions in your flow up or down, or delete a question and add a new one!

You can always add a new button or key word if you notice your site visitors giving a response you hadn't anticipated before by adding a customer response to a question. 

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