There’s no question of the benefits that chatbots can have for your dental practice. So, now let’s explore just how your practice can implement a successful chatbot to increase workplace productivity and customer satisfaction. Here is what you need to know.
1. Understand what Chatbots Can Do
You are not expected to know the in’s and out’s of chatbot development – we’ll leave that to the tech experts. However, it’s important that businesses understand the purpose and goals of chatbots. This includes educating yourself on how they work and what they can achieve. Not only will this help decide exactly what they can do for your practice, but it’ll help build realistic expectations of how this tool can solve your problems and align with your business goals (especially regarding productivity and customer satisfaction).
Here is a quick rundown of chatbot terminology, simplified for non-tech folk.
Intent: The customer’s intention of the conversation. This is the first thing that the chatbot is programmed to understand.
Utterance: The way in which the customer words or expresses their queries and questions. The chatbot is programmed to understand synonyms and multiple ways of interpreting information to generate responses.
Entity: Additional information that the bot will ask for if it needs further clarification of how to respond to the conversation.
Value: The answer to that entity.
While programming chatbots is a little more complicated than just knowing those basic terms, you’ll notice that the terminology is simply trying to achieve a language processing ability, as natural as a human would.
2. Create a Strategy
Based on what you understand about chatbots, think about what they can achieve for your business. Can your chatbot reduce mundane tasks that take up too much time from your admin staff? Can it ensure that your customers are not left waiting on the phone for hours to be served?
Part of your strategy is to predict what the customer will say. This involves determining the problems that the chatbots need to address, and the enquiries that customers will have. This can include booking, canceling or rescheduling appointments, or enquiring about your bill. Fortunately, there is no limit to how much you can program into your chatbot. In fact, more is recommended to help your chatbot achieve human-like understandability.
Next, consider your target market and what language they use to communicate. For example, a young demographic will generally use colloquial language, while a corporate demographic will use more formal language. Your target market will most likely be determined by the location of your dental practice. For example, if you’re practice is at a local shopping center in a family-oriented neighborhood, your patients are likely to be mostly parents, children and young teenagers. If your practice is located near a university campus and student housing, your demographics are likely to be young people in their 20’s. If your dental practice is located in a large office building, your patients are likely to be middle-aged corporates. Considering your target market will help program utterances, as well as other important information.
3. Choose your Platform
Chatbots can be integrated into just about any messaging app – from Facebook Messenger to WhatsApp, Kik Messenger to WeChat. This is another reason why understanding your target market is important. When choosing where to integrate the chatbot, simply go where your customers are. Or better yet, target more than one messaging app.
Additionally, chatbots can be integrated into your business website. This is a no-brainer for capturing a majority of your customers, who are already visiting your website for information about the services that your practice provides.
4. Work with a Reputable Chatbot Developer
When considering chatbots for your business, one of the most important decisions you can make is to develop your chatbot with.
Working with credible and trustworthy developers, with efficient development solutions, is imperative. It’s helpful to research case studies and reviews, which are often posted on company websites.
Not only do the experts build the bot for you, but they can also offer a support system from the initial stages, right up until even after the bot goes live. Your team of developers can work with you to create a strategy, determine exactly what your practice needs help with and how chatbots can solve these problems. In fact, consulting with them along the way is the best solution, as it ensures everyone is on the same page about what the chatbots are going to achieve for your business.
5. Test before Launching
Before your chatbot goes lives, the final step is to test it. This allows you to make last-minute improvements, and ensures that the chatbot is ready to interact with patients and represent your practice as if it were a new employee!
At 360° Dental Marketing, we provide a complete chatbot solution to your dental practice. From the initial planning stages to developing the chatbot, to the marketing strategy, we support your practice every step of the way. 360° Dental Marketing is working in collaboration with Oracle to offer the integration of chatbots in your dental practice. To enquire, book your FREE 30-minute consultation at https://www.360dentalmarketing.com.au/contact/.