GPTBots: Cards&Forms Messages Provide a Richer Customer Service Experience
Published: 2024-01-22 03:41:16

In today's digital age, the forms and experiences of customer service are undergoing unprecedented changes. Traditional text messaging methods can no longer meet modern users' diverse needs for service experiences. So how can we make our service methods more personalized and diverse in this age of information overload, so as to provide a richer customer service experience? 
The answer is: use card or form messages.

This new type of messaging reach not only expands customer service scenarios and enhances the customer service experience, but is also more effective than pure text messages in some scenarios. Next, we will explore this topic in detail to reveal how to use cards or forms messages in GPTBots' FlowBot to achieve personalized, diverse messaging reach and thus provide a richer customer service experience.

**Disadvantages of Text Messages**
Pure text messages may have the following disadvantages in customer service scenarios:
1. Single: Pure text messages can only convey information through text, which is a single form and may not meet users' needs for diverse information.
2. Unintuitive: Pure text messages require users to read and comprehend, and may not be able to intuitively display information like multimedia messages. 
3. Inefficient: Pure text messages cannot provide interactive elements like multimedia messages for users to complete operations directly in the message, requiring them to jump to other pages or apps.
4. Unattractive: Pure text messages lack visual design and may not attract users' attention, reducing user engagement and retention.

**Advantages of Cards/Forms Messages**
In contrast, multimedia messages - such as cards or forms - have the following advantages in customer service scenarios:
1. More intuitive: Multimedia messages can make information more intuitive and understandable through images, charts, animations, etc., improving user comprehension and acceptance.
2. Richer: Multimedia messages can contain text, images, audio, video and other content, making the information richer and more diverse, improving user engagement and interactivity.
3. More efficient: Multimedia messages can enable users to complete operations directly in the message through forms, buttons and other interactive elements, improving efficiency and convenience. 
4. More attractive: Multimedia messages can increase visual appeal through color, layout, animation, etc., grabbing users' attention and improving retention.

**Application Scenario Examples and Usage**
In GPTBots' FlowBot "Preset Response" component, "Card" or "Form" are provided as message reply formats, allowing customers to reach Bot users in a more personalized and efficient way in specific scenarios, thereby improving service efficiency. 

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/520ev87ih7n4ffhmhub6.png)
In the card configuration, the following structure is included:
1. Style: You can choose a text title, or use images, videos or locations, which can enable the card message to serve various different reach scenarios and provide Bot users with different service experiences and feelings.
2. Content: You can supplement the card with detailed text content for further explaining the information the card aims to convey. 
3. Action: You can provide the card with action buttons, such as making calls, sending SMS, email, accessing links or URL schemes. This allows guiding Bot users to specific places without interrupting your business.
Here are some card message use case examples in different industries:


![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/iesmz833v3ufb1g9s7su.png)

In e-commerce scenarios, when a Bot user inquires about a specific product, we can display the product in card format to the user. This graphical and actionable button-equipped approach makes it easier to attract users to further understand the product through the card, thereby promoting orders.

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/79l998hyvcc8cdta4hqz.png)

For offline stores, "O2O" is a very important way to drive traffic, that is, receiving customer inquiries online and driving them offline for consumption. In this case, the store manager can configure the store's location information as a card. When Bot users ask about store information, the store location card can be pushed to guide users with lower action cost and higher conversion rate.

**Trading Company**

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/wows0shnntm7597nbfht.png)

For trading companies, an important part in attracting online visitors through corporate websites is demonstrating corporate capabilities and value. In this case, business owners can configure a company introduction card for the customer service bot, and add corporate promotional videos to the card. When potential customers inquire online, the corporate introduction card can be pushed to present the company's value in a richer way through video, arousing customers' interest in the company and laying the groundwork for further communication and deal closing.

**Form Messages**

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/knaaubba3y8gxjxhinmb.png)
At the same time, GPTBots also supports configuring messages as forms, where users can customize the fields required to fill out and the submission address. When Bot users trigger certain conditions (e.g. leaving messages, feedback, etc.), the system will push the form message for them to fill out and submit to the configured address to complete an information collection process. 
This is a very efficient process while also ensuring privacy and security of information.

**Requirement Collection**

![Image description](https://dev-to-uploads.s3.amazonaws.com/uploads/articles/rx7jvazmaoeth2nwilu8.png)
For example, for SaaS software developers, collecting leads is very important. By configuring a lead collection form in the customer service bot, leads' SaaS requirements can be efficiently collected during conversations between potential customers and the bot, and then transferred into one's own system and assigned to sales reps for further follow-up. This helps improve lead collection efficiency, expanding the top of the conversion funnel to achieve higher conversion rates.
API Usage
If you are calling the Bot service through the API, GPTBots also provides structured card and form information in the API response structure, allowing you to sculpt unique front-end interaction components based on your business needs.
Conclusion
In summary, using card or form messages, we can make our service methods more personalized and diverse in this age of information overload, thereby providing a richer customer service experience.
Feel free to log in to "gptbots.ai" to try out and experience it.