on demand

Time for On Demand Services to embrace Real Time Chat

On demand services has grown from a puppy to a strong and resilient animal in less than a decade. Unique startups with the ability to adapt and customize have mushroomed across the globe. The central reason of compounding growth of this industry is the smartphones. Smartphones have allowed humans to meet their innate desire of immediacy. Mobile apps has become the primary destination to find any service, solution, information and what not! 

Today, whether you want to book a Taxi or want to book an appointment with a doctor, or maybe you are looking to get your favourite burger delivered at your doorstep, it can all happen with a few taps on your mobile screen. With the ever growing consumer and their inclination to mobile, we see new services as well as competitive ones entering the market almost everyday.

The competition is getting fierce with startups like Uber and Ola locking horns for on demand taxi booking and Grofers and Big Basket fight it out to build their stronghold as they look to build Online Super Market for consumers. For on demand medical services we have new startups like Doctor On Demand, Call Health planning for the faceoff, while established players like Practo and 1MG are bound to feel the heat.  

We are gradually getting surrounded by such apps that intends to make our life easy. These startups are bound to grow as their aim is only to make world a better place. 

Researches have estimated that more than $9.4 billion dollar has been invested since 2010 in this industry. They have highlighted that this industry has low profit margin and high labour needs. So, ability to scale up smoothly and quickly is the success mantra but scaling up under such break-neck competition requires huge investments. Hence industry experts recommend to focus on customer loyalty while executing customer acquisition plans, so that the LTV (Life time Value) of the customer justifies the initial acquisition cost. 

The general consumer of these services are extremely time sensitive and also very particular about the specifications of the deliverable. Therefore, to delight the Customer it is very essential to deliver “WHAT” they want and exactly “WHEN” they want. Thus, seamless two-way communication between the end users is important to bridge the gap. 

We spoke to a few on-demand service provider startup founders where they highlighted that they have 24×7 phone and chat support but does it solve the purpose completely? 

We figured it doesn’t as most of the founders pointed out – there still is the communication gap that ends up leaving the consumer “not so satisfied” 

Let us explain this with an example:

On-demand Food Delivery apps, are a boon to every foodie like me. Ordering your favourite pizza from the outlet of your choice and getting it delivered at your doorstep? Well, life really is beautiful. All you need to do is click a few buttons and then sit back and relax. But, what if you suddenly realize you forgot to mention about the type of cheese to be added. You drop a message to customer support who typically replies after few  minutes. Moreover, by the time, the Customer Support Executive understands your request and tries to forward your request to the Service Provider, the order is already out for delivery. The outcome is a disheartened Customer fuming over not receiving the desired variant of the pizza.

So, how to tackle this issue?
Build a Human+Bot interaction on your apps.

Let me explain –
Users interact with AI-powered bots to start with, followed by Support agents only if bots fail to understand user’s inquiry. Chatbots can handle most of the Customer Support Workflow with its Artificial Intelligence.

As for the User, the moment they realize the mistake in their order, all they need to is open up the App and key in their Order ID into the inbuilt Chat Platform – this will populate your order. Next they can directly interact with the Chatbot and make customizations as required and the same will be communicated directly, thereby saving on the time gap caused due to the traditional queuing system based Support Chat. 

Well the possibilities doesn’t end just there, it can be extended on a larger scale to most On Demand Services. Chatbots cannot only be used to make Order Corrections, but also for making fresh orders, which customers tend to find more easy and natural, rather than rummaging through multiple drop-down menus in an app.

02Chat-to-order

By integrating Applozic’s Chat Platform within your apps it is possible to enable Human-Bot interaction, via which Users of your app can directly communicate with the Chatbot at your end, and thereby ease the whole process of placing or modifying an order.  

Let us look at one more scenario:

Lunctimes during office hours had been a real pain in the past, and employees had to resort to their office canteen for dining. But food ordering apps like Swiggy and Freshmenu have addressed the problem with technology and seamless service. While these platforms offer a large variety of cuisines and dishes to order from, which no doubt is their Core Competency, collaboration still remains an issue to be addressed. Thus a team of colleagues ordering Lunch from any of these apps, have to first migrate to some other collaboration platform like Whatsapp or any other instant messenger, to decide what to order and then come back and make the order.
The result is less loyalty towards your app and there is also a likelihood that they might find the task too tedious and either go back to the good old Office Canteen or quit making bulk orders, either way resulting in a loss for your business.
The solution is pretty simple; enable a Communication platform within your app and let users interact with one another, within the confines of your app.

This will again address two problems:

  • Increase User Engagement and Loyalty
  • Enable better Decision Making from Customer point of view.

 

This apart it also allows for crunching of Chat Data to make Custom offers via In-App Messages or Push Notifications.

We at Applozic, provide a complete solution to On – Demand service providers with our Ready – to – use Chat SDK.  

  • One – to – One Chat: Let Users chat among themselves or with the Service provider/Bots directly.
  • Push Notifications: Get instant notification about incoming messages so that you don’t miss out on even a single message.
  • Group Chat: Let your users  communicate in a group about any topic/context of their choice
  • Attachments : Allow your users to share location, photos, documents, Audio, Video etc.
  • SMS and Email Fallback: Backup in cases of no internet connectivity – messages will be sent as SMS and Email
  • Cross App Chat: Even if you have two separate applications for delivery executives and customers we integrate them to a single communication channel.
  • Tracking: Read receipts and Time Stamps allow Users to keep track of their message delivery.
  • UI Toolkit: With our fully customizable UI kit, it is possible to build the way you want, to complement your Brand Identity.

Applozic supports Web and Mobile apps be it on iOS or Android. Sign Up with us, and enable your web and mobile apps with our end-to end Communication Platform.

Feel free to contact us at contact@applozic.com for any queries and we would be happy to help.
Help us serve you better by providing your valuable comments and feedback in the section below.


wingstop

Use Chatbots to Order Pizza Now

Want to order a Pizza?? You no longer need to call or go to restaurant’s website or use their mobile app. So, what is this new way to order Pizza then? Robots, E-mail or Fax? Nooooo!! From now on, use your Facebook or Twitter account. Yes, your food ordering experience now becomes more easy, time saving and smooth. Pizza Hut announced recently ( here ) that soon its customers can order their pizzas on Facebook and Twitter, while the chatbots helps you in the process.

It’s a good news for all foodies but the best part is, chatbots are not restricted to ordering pizza, it brings the potential to accomplish a lot more, some we may not have even imagined so far. You can ask the CNN bot to send you the links to the trending articles, ask a bot for the weather forecast..Bots based on natural language processing has the capacity to learn from each individual interaction with a human being and it only gets better with more and more interactions.

Bots ain’t the thing of future, its here and we see it on rise with likes of Pizza Hut, Whole Foods Market, Dominos, Burger King and Wingstop announcing to make it a part of their day to day operations soon. Bots are already serving as virtual assistant in Travels industry, want to try? Go here: https://taylorbot.com. Also, did I mention bots in Healthcare? Try Healthbot from TigerConnect.

Engineers across the globe are racing to build ‘bots’ or server-side agents that can interact with consumers via the various messaging channels like Slack or may be Applozic very soon.

Today, let me help you understand how you order your pizza via FB messenger or Twitter while bots are acting behind the conversation.

 

wingstop(Source: http://fortune.com/2016/06/07/wingstop-order-facebook-twitter/)

Here’s how you or your potential customers would order Pizza on FB or Twitter,

  • Feel like having pizza? tweet “order” or “#order” to the company’s Twitter handle, @company name
  • Send a direct message to the corporate page on Facebook Messenger to begin the ordering process.
  • In either case, the interaction is then handled via private conversation to complete the order.
  • Once the order is complete, its just usual, you receive your order.

Exciting and time saving? Isn’t it?

Though this still seems to be a niche category but the popularity is magnifying with each passing minute. The social ordering process would grow as the amount of time netizens spend on social media is on a rise with compounding effect. Take a look!

Slide037(Source: http://wearesocial.com/sg/wp-content/uploads/sites/9/2016/01/Slide037.png)

Conversational commerce expands the horizon of social ordering process. Real time chat (intelligent one) will save time and provide a smooth and hassle free experience for customers which in turn will build customer loyalty. Also, with expansion of internet across the globe, the probability of Chatbots tapping on new territories is increasing dramatically.

Check the exhaustive list of Chatbots here: https://www.chatbots.org

You must wondering by now how could you make one yourself, learn to make it in four simple steps.

We believe that chatbots can do great things and its potential is yet to be explored. At Applozic, We have built MQTT based native SDK’s with back-end for real time chat/messaging. You can call it “Feature-as-a-Service”for its simplicity of integration; adding just a few lines of code in your application is enough to get you started with cross platform multi device synced chat. We have started with Bots now so your ideas and suggestions are much appreciated.

 


Screen Shot 2016-08-07 at 3.32.41 PM

How to build bot using hubot?

Overview:

In this tutorial, you’ll learn how to develop bot using Hubot.

What you’ll learn

  • Build a basic chat bot using Hubot.

What you’ll need

  • Node and npm

What is Hubot?

Hubot is your scriptable robot friend. Hubot is open source, written in CoffeeScript on Node.js

You can use Hubot to automate your tasks, deploy website, test your apis and a lot more.

Screen Shot 2016-08-07 at 3.32.41 PM

Getting Started with Hubot

Step 1: Install node

https://docs.npmjs.com/getting-started/installing-node

Step 2: Install Hubot Generator

Open terminal and run the following:

%  npm install -g yo generator-hubot

Step 3: Make a bot called ‘hodor’

% mkdir hodor
% cd hodor
% yo hubot

Now, you will be asked a few questions like who is creating the bot and adapter you want to use.

Ignore adapter part for now, will come to it in our next blog,“Integrate Hubot to your Slack”.

Step 4:Run the functional hubot inside “bin/hubot” folder

% bin/hubot

Press enter

hodor>hodor ping

Hodor will reply with PONG.

Type hodor help to see the list of commands supported.

Now to the “hodor” folder in your system.

You can add your scripts inside “scripts” folder. Read more about coffeescript here.

Open “example.coffee” in editor.

Add the following after ‘module.exports = (robot) ->’

 robot.hear /hi|hello|hey|/i, (res) ->

res.reply ‘hey, whats up’

robot.respond /what is your name/i, (res) ->

res.reply ‘Hodor Hodor Hodor’

Stop and run hubot again by % bin/hubot

In script, if you want hubot to reply to chat which is directed to him, use robot.respond

If you want hubot to reply even if it is not directed to him then use robot.hear

Type any of hi, hello, hey and Hubot will reply with  “hey, whats up”

Type “hodor what is your name” and you will get the reply “Hodor Hodor Hodor”.

Screen Shot 2016-08-07 at 2.53.37 PM

Congrats for building your first bot.

Next we will cover adapters and how to integrate bot with Slack.

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