How Kindly’s AI sales chatbot enabled real-time global customer service for Kahoot!
“Since Kindly is a startup, they’re very open and flexible about everything (...) That’s a very good plus point. When you look at other companies that are bigger chatbot companies, I don’t think they would be this flexible.”
Kahoot! needed the right AI chatbot to improve customer support and increase sales
The Norwegian game-based learning platform, Kahoot!, has seen massive growth over the last few years, and has more than 2 billion participating players since launch. In addition to their free version, Kahoot! also offers premium subscriptions for teachers and businesses, allowing users to power up in-class training or add fun quizzes to presentations and meetings, among other things.
Kahoot! is now used worldwide and is particularly popular in the US, but its massive popularity also presents a challenge. With most of its users living in a different time zone, how can Kahoot! answer user enquiries in real time?
In December 2018, Kahoot! and Kindly met to plan the foundation for what would become two different chatbots, all living across Kahoot!’s webpages. Two UX writers from Kindly joined Kahoot! in creating and tailoring the chatbots. From the get-go, it was clear that this was a match made in heaven.
Maximize the use of chatbots for sales and marketing
Kahoot! initially wanted two different chatbots, one for Kahoot! for schools and one for Kahoot! for businesses. The goal was to create two playful and informative chatbots that covered similar topics, including different features and price plans in an effort to drive up conversions. The project team decided to create a series of skill testing questions, which became the basis for the chatbots. The project team worked on the development of the chatbots for two weeks. They began by creating a format for the questions, and they later integrated the questions into the chatbot. At the end of the two weeks, the experience was rolled out.
Create adaptable and flexible sales chatbot solutions
The Kahoot! team appreciated the flexibility of Kindly’s chatbot solution, which was important for their evolving business model. While they set a plan beforehand and created targets for what the chatbot should achieve, they recognized that those targets could change or evolve over time. As a result, they needed a flexible way to adjust the sales chatbot as they discovered new information about their audience. “Perhaps the bot is more a support bot, but not a sales supporting bot,” Espen says. “Perhaps it’s for engagement and not for sales or support. You have to have an open mind.”
Use the chatbot to increase sales with machine learning
A chatbot is an ongoing project and constantly needs to be monitored and altered to align with user needs. It also means updating a chatbot playbook with new language as new insights are acquired in order to drive up sales. The benefit of having an AI sales chatbot that uses machine learning, much of this updating process is automated. “The question that gets asked the most is the first button in the welcome message,” says Evelien. “So when you decide on what you want the bot to do primarily, put that in the first question, so that people can click on it.”
A user-friendly chatbot solution that contributes to business growth & customer satisfaction
Since the initial chatbot project, Kahoot! has also created another chatbot for their new subscription plan. Due to the fact that most of their skill tests had already been created with the previous chatbots, the new chatbot was easily built in only one day.
“I used the skills and I just tweaked the answers and implemented new links and all of it,” Evelyn said.
The project team is happy with how user-friendly Kindly is, and they’ve found the tool to be easy to learn and implement. They’re also happy with how quickly new features are available, allowing the team to adjust and update the chatbot to make it more visible and user-friendly for their customers. Among other things, they’ve tested activating the chatbot bubble on scroll and altering the answers based on customer interactions.
“We’re just tweaking,” Evelien says. “And if this doesn’t work, then we can go back to other things. We’re just trying everything to see what works best.”
With three chatbots now on their website, Kahoot! users all over the world are getting all the help they need without any additional strain on their customer support team.
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