Product/Service enquiry
New visitors or existing visitors (members/patients) may be in a decision-making stage with a product or service and have particular questions. By ensuring the bot can handle these questions, you can free up agents’ time for more complex requests and get visitors the info they need faster.
Product/Service Enquiry Flow
To get the visitor the answer they need, consider providing a structured flow that leads them to the information, or let them know they can ask the bot a question. You may also want to consider having frequently asked questions as statements or using KnowledgeAI within the flow to give you ‘quick wins’ for containing conversations.
Common question categories around products or services include:
- Product/service information
- Usage and instructions
- Effectiveness and results
- Availability and pricing
- Safety and regulations
- Alternative options
- Long-term effects and sustainability
You may also want to check if the visitor has found the information they’re looking for. If not, offer to connect them to an agent to continue the conversation and strengthen the lead. If the visitor has found what they need and would like to buy a product or book an appointment, the bot should be able to help them with this.
Design
This is a typical design for a product/service enquiry flow within a bot:
