Introduction to SmartBot
The SMS Bot enhances customer service by interacting with guests via text messages. If you have an IVR number, calls can be redirected to SmartBot, which then sends a text to assist guests with their queries. In the event of a missed call, SmartBot automatically reaches out via SMS to help with booking, rescheduling, cancellation, or answering common questions.
SmartBot is pre-configured with HyperConnect, so no separate configuration is needed. To change configurations, log in to https://smartbotneo.simplified.io.
Benefits of SMS Bot for businesses
Managing phone calls is a significant operational demand, often requiring front desk employees to balance in-store customer service with responding to calls. The SMS Bot alleviates this burden by handling a portion of the call traffic, ensuring no call is missed when staff are unavailable.
When businesses configure the SMS Bot optimally, the SMS Bot can handle up to 30% of phone calls, increasing the chances of converting leads that might have otherwise been lost.
Implementing SMS Bot in business operations
Businesses have multiple options for enabling the SMS Bot to assist their guests. Businesses can choose a combination of these scenarios depending on their needs.
Scenario A: Trigger SMS Bot for missed call
When a guest's call goes unanswered due to store closure or busy staff, the SMS Bot sends an automatic text message to the guest's phone. The bot then guides the guest through the conversation helping manage appointments or addressing specific queries.
Scenario B: Trigger SMS Bot via IVR system
In this scenario, the SMS is triggered when the guest chooses to engage with the Bot rather than automatically. Many businesses today already have an Interactive Voice Responder (IVR) that guides guests through various options to be redirected to specific information. The SMS Bot can also be triggered via an IVR system.
Businesses will be provided with a Twilio number. When a guest chooses the option to interact with the Bot, the call is forwarded to the Twilio number. A recorded message informs the guest that they will receive a text message, after which the call is disconnected. The guest then receives a message from the Bot which guides them through the conversation helping manage appointments or answer specific queries.
To enable this scenario, businesses need to:
Record an IVR prompt informing guests about the option to manage appointments via the Bot.
Set up call forwarding from the business phone number to the provided Twilio number.
Scenario C: Businesses provide customers the number to trigger the Bot
Businesses can also provide guests with a number to interact directly with the SMS Bot. This can be done in two ways:
Through Appointment confirmations & reminders
Including the SMS Bot number in appointment notifications such as confirmations and reminders helps make guests aware of the Bot.
Through QR Codes
One of the easiest ways to market your SmartBot is by adding a QR code that links to your SmartBot on various guest touchpoints to enable your guests to get instant help when they need it on their mobile devices.
Some examples include:
At the front desk, informing guests that the SmartBot can assist faster than waiting in line for a staff member.
On product displays offering quick answers to any product-related questions they may have.
At the bottom of receipts letting guests know the SmartBot can help with future bookings or product queries.
QR codes also allow businesses to track usage and interactions, So, you’ll gain insights into which QR codes are getting the most scans, what time of day is most popular, and the most common questions that are asked.
To view SmartBot chat, select SmartBot filter in the Business flow and view all SmartBot conversations. Select the conversation to see the chat.