How We Empowered a Hospitality Staffing Solutions Company in Europe by Building a Chatbot
About the Client:
Our client operates an Internship program in the Hospitality industry, facilitating students from Ireland and the UK on paid internships in Florida. With an annual service to approximately 400 participants, they aimed to expand their business and attract more students to the internship program. However, the client was flooded with a high volume of phone inquiries seeking repetitive information.
Mapping the Need:
Given that the client relied on Zoho CRM for lead management, they sought to create a chatbot to gather information from potential customers. This chatbot would autonomously handle routine inquiries from visitors to their Internship website. Moreover, it was designed to seamlessly transfer the generated leads from the chatbot to the client’s CRM.
Problem Statement:
The client engaged HelpArc to develop a chatbot using SalesIQ and integrate it with Zoho CRM to store lead and chat data based on field types. Further discussions revealed the client’s desire to include a feature allowing prospective customers to switch to a human agent at any point during their interaction with the automated chat.
Our Approach:
To craft the chatbot’s workflow, we engaged in in-depth discussions with the client. We explored multiple scenarios to enhance the user experience, making it as human-like as possible. We proposed various improvements to the chat’s design to maximise user-friendliness.
We provided tailor-made solutions to meet the client’s specific requirements. For instance, the client wished to collect the full date of birth of website visitors through the automated chat. In response, we created a text field in date format to facilitate this.
Technology Deployed:
We leveraged the SalesIQ Script by Zoho to construct the chatbot. This platform employs DELUGE (Data Enriched Language for Universal Grid Environment) a Zoho proprietary language for chatbot development.
Key Results & Impact:
Our solution streamlined the collection of customer information, making it easily accessible to the client’s team while also generating leads by meeting customer’s information needs. We automated the query-handling process, saving time and effort for the client’s team and enabling them to focus on more productive tasks. To ensure a smooth and swift delivery, we went the extra mile, using Visual Studio Code for coding due to limitations in the Chat Editor we were using.
Client Testimonial:
“I was introduced to the HelpArc team by a friend who had previously worked with them and continues to engage them for various projects. I was eager to explore the development and implementation of a chatbot for my website. The HelpArc team is exceptionally professional and knowledgeable, demonstrating patience as I clarified my needs. They maintained engaging and thorough interactions throughout the project, even under tight time constraints.
Regular video calls kept me updated and ensured we were progressing as envisioned. I’m thrilled to witness the current solution evolve into a fully functional chatbot capable of engaging with my website visitors.”