Making sure that your bot is performing at optimum levels is imperative. You want to make sure you are getting the most from your chatbot solution and that everything is working efficiently. When you are first working with a chatbot, it can be hard to evaluate if you are unsure what to look for. That’s why we’ve put together a simple list of KPIs your bot should be hitting. These points include:
- Greetings
- Appointments
- Handoffs
Greetings
Greetings are one of the very first KPIs you will want to look at. This number tells you how many people your bot has, you guessed it, greeted! It’s essential to get a good gauge on what is a typical amount of traffic for your community. One of the ways you can measure this is by setting a test period. Give your communities about 90 days to get into a consistent rhythm with the bot. Then you will have enough data and time to see what average numbers could be for the number of people using your bots. If you notice that your bot greetings are declining, it may be time to make some updates to your bot. You can change specific items such as bot placement, avatar, colors, and call-outs, which may be more likely to get users’ attention.
Appointments
This is such a substantial number because it shows how many of those who contacted you through the bot is making an effort to visit your community. This will give you a better idea of how your bot is working. There are minor tweaks you may be able to make to convert at higher rates. If you notice that no or minimal appointments are being set, it may be time to evaluate your appointment settings. Take a look at how much time is being allotted between each appointment. If it’s more than 30 min, it may be time to make some adjustments.
Handoffs
The amount of handoffs your bot distributes equates to the number of serious leads your property is seeing through your bot. This is when the bot hands the conversation off to a human, and the process of leasing begins. This is important because it shows the user journey process and how your leads are being taken care of from this point forward. One of the ways you can improve your handoffs would include evaluating your communication methods when it comes to the handoff process. You’ll want to make sure that your teams are highly engaged with prospects from this point forward.
For your bot to be effective, you’ll want to check your KPIs consistently. Be sure you are looking at your metrics monthly and comparing your greetings, appointments, and handoffs every month. Keep a record of these numbers so that you can refer back to them and see how your communities are progressing. For more information on how you can make your bot more effective, check out our article on Ways To Make Your Bot Even Better.
