Always start with a
Discovery Phase

“Work with BotsCrew upfront in the Discovery phase to identify the goals and persona of the chatbot. That’s been key for our partnership’s success. You should prioritize having a plan so that the development process goes as smoothly as possible. We’re in the tech world, and there will always be hiccups here and there, so the Discovery process is truly key to success.”

“The Discovery phase was very valuable for us. And an interesting place for me. It turns out that 33% of the dialogues our customer support team answer “What is your order status” question. So they copy the order number from the chat, look for it on the platform, see what the status is there, and then write whether it is in progress, deleted, or delivered. We had never discussed it at meetings. For our agents, it was background work, so they didn’t even pay attention to it.”

“We weren’t in the market yet but wanted to build a chatbot that could answer support questions. We had to anticipate what kind of support questions we’d be facing once we entered the market. Together with BotsCrew, we did a Discovery phase to figure out what could be the topics. I’m very satisfied. They don’t only do what you tell them, but they also think about what you need and make suggestions. I like that they’re proactive.”