The Result.
Tom & Eliza already had ideas about copy, and they knew where customers started to get a little lost in the funnel – a great starting point!
After a quick kick off call, I fleshed out a proactively popping up chatbot for them in Freshchat, which answered common questions, and routed enquiries to an inbox for Eliza. We tested this on their website for a couple of months but after a review, we realised that having a bot popping up on their homepage was making things a bit too busy from a customer service point of view.
We changed tack and decided to only have the bot pop up on their trips pages (similar to product pages) in order to help the customer navigate their way through a crucial stage of the customer journey. We also decided to use Formito instead of Freshchat at this point, as it connected nicely to their Airtable base & the live chat feature of Freshchat wasn’t needed anymore.
The result? A short & sweet bot that uses conditional logic. It answers the main of FAQs, gives their visitors a place to ask a question and even submit some feedback.