So You Want an Automated CX (ACX) Chatbot... What is the Best Approach For Your Business?

Implementing a conversational AI chatbot is your next step, but to take the leap you need to decide: do I need an all-in-one bot or several, different, specialized bots? 

Are your marketing, sales, product, and support teams unified with access to centralized data, or do they operate entirely independent of one another?

Unified

Great! Applying Automated CX (ACX®) to unified departments allows teams to optimize customer insights, leading to higher retention and growth.*

Independent

Unifying siloed departments is better for your customers and better for your bottom line.

Does your business make company-wide CX decisions that align with all your teams’ goals, or does each team make decisions independently that don’t necessarily ladder up to a shared vision?

Company-Wide

This will enhance your automated experiences and lead to better business results.

Independent

Caution! You can lose track of automated experiences when they are siloed in insular channels.

Do internal teams collaborate on content creation and defining the customer experience?

Yes

Perfect! A unified vision makes for more impactful experiences across the customer journey. 

No

Interesting. This could create inconsistencies in your CX.

Is your data analysis handled by a single team or point-person, or is it handled independently per team?

Single Team

Thumbs up! This turns brand interactions into actionable insights across departments.

Independent

This approach creates gaps in collecting customer data that allow you to apply proactive messaging effectively.

Do you have a centralized view of your customer data, or is it independent for each team?

Centralized

This is a good thing! You will get the most out of your personalized, proactive messaging.

Independent

The more integrated your business system is, the more personalized and effective your proactive messaging can be.

Does your customer experience differ depending on the team or is it consistent across the company?

Consistent

Good on you! This creates valuable customer interactions at each stage of their journey.

Differs

This has the potential to cause problems for your CXcustomers may become frustrated if they have to re-explain an issue over and over.

Does your branding change across different business channels?

Yes

Uh oh. When customers feel like they are communicating with the same brand across all channels, they are more likely to build trust and loyalty with you.

No

Awesome! This is key to successful CX.

Single Bot

Single Bot

Single Bot

Single Bot

A single bot is the best solution for your unified approach to CX. It’s also the recommended approach if you’re looking to maximize brand interactions and turn them into a revenue-building tool for your business.

A single bot helps your marketing, sales, support, and product teams collaborate across multiple channels. It enables your business to provide scalable CX by capturing and centralizing customer data that can be turned into personalized, proactive messaging that meets your bottom line.

If you’re in the process of looking for an ACX® partner, download this handy vendor scorecard to help find the right one for you.

Multiple Bots

Multiple Bots

Multiple Bots

Multiple Bots

Seeing as your departments operate independently of one another, a multi bot approach is the way to go.

Having several bots would be the right fit for you now, but beware the perils of siloed CX. A lack of data centralization is the foundation of inconsistent CX. This leads to customer confusion and frustration, decreased likelihood of customer loyalty, higher support tickets, lower conversion rates, and less revenue.

If you’re in the process of looking for an ACX® partner, download this handy vendor scorecard to help find the right one for you.