Make FAQs Quick and Interactive – Using an FAQ Chatbot

Find out how to better address FAQs about your business.

By Mitul Makadia
August 13, 2019

Having an FAQ page on your website is as important as having a product page explaining all the features of your product. The main aim of the FAQ page is to address the common concerns about your business. The benefits of an FAQ page include:

  • Educating website visitors
  • Reducing some burden on customer support teams by publicly addressing common concerns
  • Addressing purchasing anxieties of your customers
  • Earning trust by explaining your product well

But instead of having customers scour through your web pages in search of answers, what if you can provide them the exact answer they are looking for—instantly and interactively?

An FAQ chatbot makes it possible to address the frequently asked questions in a conversational and convenient manner. A chatbot is a computer program—more like a virtual companion—that communicates with us through text messages, using artificial intelligence. Chatbots can also be deployed on multiple channels, like Facebook, Twitter, WhatsApp, Slack, and more, to reach out to a greater audience and increase your brand’s engagement.

With an FAQ chatbot, your customers can simply enter their queries in the bot and get the answer instantly. Your website visitors don’t have to scour through different web pages in search of the query they are looking to be addressed.

What’s more, with the chatbot, you also access the questions which your customers are interested in that are not included in your FAQ list. With these findings, you can reiterate the bot to make it smarter and thus serve your customers better.

WotNot’s intuitive FAQ chatbot template makes it very easy to design your very own bot that addresses common concerns of your audience and thus exponentially improves your customer journey. Let’s see the steps for building an FAQ chatbot:

Step 1. Research

The first step is to determine the common concerns that your prospects/customers usually have. Some questions are common to the vertical your business belongs to; whereas some are specific to your company/organization, like those about the free trial you are providing, more about the features of your product, etc.

Step 2. Organize

Intent

Different questions address different queries, called intents. For example, in the question, “How do I change the language?” the intent is to change the language.

Similarly, the question, “Where do I sign up for the free trial?” has the intent free trial signup.


Figure 1

Utterances

The next step is to list all the possible phrases or questions in which a particular intent can be asked. For example:

The intent language change can be asked in multiple ways, like:

  • "Change the language to Spanish"
  • “How do I change the language?”
  • “Go back to the previous language”

All of these questions are called utterances. Using these utterances, the bot identifies the intent and fetches the answer accordingly.


Figure 2

Response

Once the questions have been listed, the next step is to add an answer for the intent. If the response is considerably long, we can break down the answer to multiple steps in different text boxes, as shown in Figure 2 above.

Designing an FAQ chatbot doesn’t have to be complex and dreadful. With WotNot, the process becomes a cakewalk.

A well-defined FAQ chatbot not only addresses your prospects’ purchase anxieties but also improves your customers’ journey multifold. Being able to ask questions in a conversational manner provides a better experience to your customers and prospects—and elevates your brand’s image.

Using the WotNot chatbot development platform, developers have designed chatbots for thousands of businesses across different verticals to automate routine tasks, reduce turnaround times, increase employee efficiency, and improve customers’ journey, thereby increasing profits for the organization.

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