Your Quick Playbook for Building a FAQ Chatbot

A FAQ chatbot provides balance for a company. With the help of your business knowledge and expertise, they can help your agents by answering common questions with the same level of professionalism.

It’s been over half a century since ELIZA was introduced and chatbots are still in demand. Many businesses have adopted chatbots as part of their customer service team to help them scale and improve their support.

The emergence of messaging apps, which are used by billions, only intensified people’s demand for instant service.

Despite chatbots and AI being complex, providers like Userlike are making them more readily accessible. This makes it easier for companies to build a chatbot that handles common inquiries and improves customer experience — such as a FAQ chatbot.

What are FAQ chatbots?

A FAQ chatbot is a bot designed to answer common user questions within a conversational interface. It helps the user quickly find an answer without having to read through knowledge base articles and search your site.

Besides answering common questions, there are many other benefits you can expect from using a chatbot. They can take on simple tasks, reduce resolution times, cut costs and handle an infinite number of conversations — all without sacrificing your service quality.

You can make them the first line of defense for your customer support team and only let valuable chats through to your agents.

Example image of a FAQ chatbot forwarding a chat to an agent in Userlike
Chatbots can forward the chat at any time in Userlike.

Creating a FAQ chatbot is a good gateway to using chatbots and automated assistance:

And if a topic comes up that is better suited for a human agent, bots make it easy to transfer the conversation.

It’s clear that FAQ chatbots are a great tool to have in your business, but how do you get started? Here are some general steps to take when creating your bot.

How to build a FAQ chatbot

1
Create a strategy

Your chatbot will answer simple questions, but maybe you also want to use it for lead generation to earn more sign-ups. No matter the use case of your bot, it helps to have a plan of action before you start building one.

It’s also important to note that chatbots aren’t failproof — there will be complex issues it can’t solve. Planning for this ahead of time will help you create reasonable expectations for your bot.

Some important points to consider:

  • What are your “must have” features?
  • Who will create your bot?
  • Who will manage your bot?
  • What questions will it cover?
  • How will it help generate sign-ups?

Consider if your chatbot will also perform small tasks, like check the status of a shipment or help with account management. Not all chatbot providers allow for such tasks so it’ll help you narrow down your choices.

Chatbots fit well into existing sales strategies; you’ll notice fewer abandoned carts and collect more potential leads by being available 24/7. If you need help planning your FAQ chatbot strategy and want to fit it into your sales approach, check out our post, “8 sales chatbots features that hook customers.”

2
Choose a chatbot provider

Consultations and live demos are absolutely necessary for choosing the right chatbot. Imagine signing up with a provider, starting to build your flows and then realizing there’s no way to integrate one of your favorite tools. Why should you settle for a workaround?

FAQ chatbots are in demand, so companies are used to helping businesses set them up. Sometimes they even help with the script and implementation process. This is what we do at Userlike, for example, to make everything as easy as possible when you’re first getting started.

Example image of Userlike's Ubie chatbot sending a customer a link to download a return label
Userlike’s Logic Bot’s features, such as buttons and download links, make for quick and simple self-service.

This means the chatbot will be better embedded in your business, you’ll know for sure that it integrates with your other tools and you’ll learn best practices and maintenance tips from the experts.

Your chatbot’s return on investment is also important, since you will maintain this tool for a long time. In banking alone, chatbots are expected to save $7.3 billion by 2023, a 3,400% growth from 2019.

To calculate your business’ potential savings (which will help decide your realistic budget as well) use our post, “4-step formula for calculating your chatbot ROI.”

One final criteria we recommend is making sure the chatbot is supported by live chat and messaging apps. Your chatbot will simply have a higher success rate if you use it on the channels customers enjoy.

Providers we recommend:

  • Userlike: This is our customer messaging solution that has a built-in chatbot. Our rule-based Logic Bot is customizable to fit your brand image, can be managed and deployed just like an agent, and can assist with customers in 21 languages. We can even help you write your flows and make adjustments once it’s online.
  • Botsociety: This platform is great for collaborating on your chatbot design. It’s a rule-based chatbot that is compatible with your website and popular apps like WhatsApp and Facebook Messenger. The company helps with your conversational design, and getting started is free.
  • OMQ: OMQ offers an AI solution connected to an existing knowledge base. This is a great choice for companies that want a FAQ chatbot but lack the data. It’s customizable, so answers will fit your company language. This chatbot also comes pre-trained in your target language. It’s also compatible with Userlike’s chatbot API so you can offer well-rounded support from one hub.
  • Landbot: This is an out-of-the-box rule-based solution with an intuitive builder. It doesn’t take any coding knowledge to create your own chatbot, but this means the chatbot lacks any intelligence or learning abilities. It also has an attractive interface and is great for creating a more “fun” chatbot that shares GIFs and other engaging content.
  • Cognigy: Here’s a solution for those interested in AI and designing humanlike conversations. Cognigy provides a low-code editor and uses deep learning algorithms to improve from its conversations over time. It’s sure to integrate well with your CRM, customer messaging solution and more.

For more providers organized by budget and AI intelligence, check out our post, “10 must-try chatbot providers for every budget.”

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3
Prepare your datasets

Writing for a FAQ chatbot, while slightly more complicated than writing for your FAQ page, is straightforward. Your knowledge articles will simply be cut and reworked to fit your chatbot’s conversational infrastructure.

Screenshot of an example FAQ chatbot flow template
Landbot provides FAQ templates if you don’t know where to get started.

If you already have live chat, you can use it to determine which frequently asked questions should be covered by a chatbot. Conversations that were answered with a canned message, for example, are great candidates.

You can then convert these answers into short responses that fit your chatbot’s tone and personality. Try to avoid long answers that are just a copy paste of your FAQ articles. If you need to provide more information than a couple bubbles of text, be sure to share links at the end of responses that redirect the user to the page or information they need.

We covered how to create or adapt a knowledge base for a chatbot, so you can read that post for the full step-by-step plan.

Create a FAQ chatbot with Userlike

Our Logic Bot and chatbot API make your bots an extension of your service team. They’re connected to our solution as agents and can be easily controlled and monitored in your Userlike Dashboard.

We’ll help you customize your chatbot according to your specific needs. For example, if you want to use your chatbot to answer questions outside of business hours and collect email addresses, we’ll show you how to set these parameters.

Screenshot of missed opportunities section in the Userlike Dashboard
Userlike shows you conversations missed outside of your usual hours. These are potential customers a bot could have helped.

If your chatbot is meant to greet your customers and offer to answer any questions, we can also get you set up with proactive chat.

Our interactive features like buttons, carousels and media sharing let you link to helpful articles and pages on your site, or send an image when showing is better than telling.

Example image of a customer sending a picture of their car damage to a Userlike chatbot

Userlike also has a chatbot API that supports your external chatbot. You’ll have access to all the same features and settings as our Logic Bot so you can offer intelligent automated support.

If you’re ready to start testing out solutions, set up a consultation with us to learn more about our Logic Bot.