December 4, 2019
If you are running a business-to-consumer (B2C) sales model, you need to know exactly what your visitors want. You may think you know what your visitors want but what if there is a way to determine exactly what your visitors’ needs and wants?
When it comes to making big (or small) content updates, it is important to ensure your content does not hurt your existing customers, but rather enhances their user experience. Knowing what visitors are searching for or want and need from your products and services can also help you plan fully informed business strategies and grow your business faster.
If you have a chatbot on your website, chances are your visitors will ask the chatbot questions to get information on what they need and want. EazyChat provides analysis for questions asked to help website owners understand:
To illustrate inbox analysis, imagine a ficticious lifestyle blog website, EpicBlog, with an EazyChat chatbot sitting on it.
In this scenario, the website has been active for a few days and the website owner is interested to know what visitors are looking for on her blog. Emma decides to check the inbox analysis report in the EazyChat dashboard.
Under the Popular phrases, it shows that within the period of 1st Dec to 4th Dec “job opportunities” and “job openings” are respectively searched twice. This shows many people are interested in job openings and career opportunities posted on the blog.
To understand Knowledge Gap, it is crucial to know about unclear question. Unclear question is a kind of response crafted for the chatbot to use when responding to an out-of-scope question asked. However, if a question is within scope (e.g. EpicBlog’s scope is on answering lifestyle questions), the question can be considered a knowledge gap – content that is potentially missing from the website.
From the image shown above, Emma can determine that “nasi lemak” is a highly sought after subject from her visitors.
Emma can do a further investigation by searching the inbox to find out what exactly visitors want to know with respect to nasi lemak. In this way, she knows exactly what to focus her next blog post about nasi lemak – the best nasi lemak in Singapore.
Phrases under Off Base are potentially wrong responses provided by the chatbot whenever visitor ask them. It could come from visitors who did not get satisfactory answer when asking questions with these phrases.
Emma can ignore the inbox analysis if she does not intend to provide content about nasi lemak.
However, if she is interested to help more visitors, she should craft a response in the chatbot with regards to location of top nasi lemak restaurants.
Inbox can be further analysed to search for 1, 2 or 3 word(s). Shown above is the filter used for only 1 word. While it may seem not as useful as analysis with 2 words, sometimes there may be a specific word that visitors are interested in. In this example “bangkok” is a word of interest under knowledge gap. Emma may decide to do more posts on Bangkok because this is what her visitors are interested in.
At the heart of the customer journey is the customer service experience. If maintaining a high level of customer satisfaction is important to your business, inbox analysis can help with identifying what your customers want and identify where your customer may need some assistance.
Inbox analysis is also useful for identifying what your business is lacking based on knowledge gaps.
If you still have not yet own an EazyChat chatbot, click on the following button to get started or to request a demo.