4 min read
June 29, 2021
You’ve taken the time to research chatbots. You’ve looked at what others are doing on their website. You’ve taken inspiration from chatbots doing a good job. You’ve avoided the mistakes. You’ve built intelligent website chatbots perfectly suited to your business. You’ve thought about your customers’ journey. Now, how do you know your chatbots are doing what they’re meant to correctly?
Chatbot testing is an important part of the chatbot process. It isn’t about simply publishing the bot and verifying that it works. It’s also important to test other parameters to ensure the quality of your chatbot.
These parameters include:
- Conversational flow and personality
- Navigation and routing
- Page-specific content
- Audience-specific content
- Error management
- Testing chatbot response time
Conversational flow and personality
Your intelligent chatbot is an extension of your website, and your brand personality. It needs to accurately reflect your business and tone-of-voice. When testing your chatbot, make sure it's having intelligent conversations with natural flows.
Ask yourself the following:
- Does my chatbot provide accurate and relevant information to customers?
- Does my chatbot respond promptly to customers?
- Does my chatbot understand the customers’ intent?
- Does my chatbot have enough conversation steps?
- Does my chatbot have too many conversation steps?
- Does my chatbot keep the customer engaged?
- If a lead doesn’t qualify, does my chatbot provide a suitable alternative?
How clever is your chatbot? It’s a great customer experience if your chatbot remembers previous conversations. It’s always good to test your chatbot’s memory.
Ask yourself the following:
- Does my chatbot remember if a customer has previously interacted on the website?
- Does my chatbot remember someone’s email address from an earlier conversation?
- If a customer enters their email address, is my chatbot able to connect other contact attributes to them?
Navigation and routing
It’s important to ensure your chatbot conversations make logical sense. Do the follow-up interactions match up with your customer’s previous responses? Is the flow accurate? When testing, ensure the routing is correct and the conversation flows naturally.
Every page on your website is there for a reason. If you didn’t have different messaging to deliver on different pages, why are they all there? Chatbots should support and accelerate the content on each page of your website.
When testing your chatbots you need to make sure the chatbots are relevant to the content on the page. Make sure each page’s chatbot provides unique, credible content about your business, your products, or your services.
Good chatbots should influence customers to make a decision in line with the website page they find themselves on.
You should have chatbots for new visitors to your website and others for returning visitors. You may have different chatbots for European customers and American customers. You may even have different chatbots targeting customers from different states.
When testing, make sure the chatbot you get is different depending on the audience you’re in. If you don’t have resources able to test the various audiences, you may need to use a VPN, or open private windows.
Testing chatbot response time
How quickly does the bot respond to the customer’s interactions? Make sure there are no long, unnecessary delays between interactions. The beauty of a chatbot is that it can provide answers to FAQs much quicker than any human could. Make sure your chatbots are doing what they’re meant to timeously.
Even with thorough chatbot testing, it's impossible to avoid all errors. When something inevitably goes wrong, does your chatbot provide simple, useful error messages? Does your customer know what to do next if there is a problem? It may be hard to test every type of error message, but ensure they are there in case they are ever needed.
How do I build a chatbot testing strategy?
There are many ways to test your chatbots. You may put it in the hands of your development team, or use an automated tool. Sometimes the best way to test them is to do it yourself.
ChatOnce chatbot testing
ChatOnce self-testing is simple. Once you’ve set up your bot, you are able to preview the full conversation before publishing.
When previewing your bot, look at conversational flow, navigation, and general performance. Remember that once you’ve published it to your website, you will need to test that relevant bots are showing up on the correct website pages. You’ll also want to test that the appropriate bots are showing to the right audiences.
It’s important to remember that chatbot testing is an ongoing process. You need to be flexible and listen to the feedback of your customers. Constantly preview and update your website chatbots to their changing needs. Remember that any time you make an update to your business, products, or services, this may affect the chatbots you have on your website.
Chatbot testing is an important part of the chatbot process. Click here to find out more about chatbot best practices.