What is the “Battle Cage”
The Battle Cage is a product recently created by the company “Battle Company” coined as an interactive arcade game. In this game, you will have one minute to score three hits on your opponent before the time runs out, or before they score three hits on you.
The game uses patented swords that can automatically determine when the sword is being swung, when it contacts the other sword, and when it contacts the opponent with the help of the belt.
The game is played within the “Battle Cage” which takes up very little space.
What I Did
Battle Company has an FAQ page for their more popular product, the BRX which is a laser tag gun. However for their product the battle cage, this FAQ page does not exist and the information on the page leaves questions remaining. On their page they have no easy way to answer their questions.
So to fix this, I created an FAQ page, a chat bot for quick answers, and used TextExpander to make it quick to answer frequently asked questions via messaging.
Part One: FAQ Page
Battle Companies YouTube page restricts comments, on their website there is no place for customer feedback, and on their social media the comments are quite limited so to find questions people ask I entered spy stalker mode. On YouTube I found videos created by people who have had interactions with the Battle Cage and found questions that they had asked, I also found a few comments on their Facebook page with one of their photos. I also went around asking my friends and families and questions that they had, and the ones that were asked frequently I placed on the FAQ page.
I created a mock FAQ page on Wix, which you can view here.
I compiled this list of questions and found the answers in all sorts of places. Their website, YouTube videos, descriptions IN the YouTube videos, replies to comments on Facebook, and a couple of the answers were found in videos that third parties created in interactions with the Battle Cage.
When creating the responses I tried to mimic the voice the Battle Company used when I read their responses from their social media.
Part Two: Drift Chatbot
The page needed a place where you could quickly ask questions and quickly get answers that may not be on the FAQ page. You could email them but who knows how long that could take. The solution to this is a chatbot.
A drift chatbot is a box that appears on the page that you embed it, which I will get into. A customer on the page can use this box to type text, and when they submit the text it will go to your Drift webpage, and you will be notified however you choose to be notified. You can respond to this text from the Drift webpage, and when you click submit, your answer will be sent back to them in the chat box that they see on their page.
I made a quick video to show how easy it is to set up and use Drift!
Part Three: Text Expander
This company is bound to receive these frequently asked questions via messaging even though there is an FAQ page. Sending the same response multiple times daily is not only annoying, but it wastes time.
Text Expander fixes this problem. Using Text Expander, you can create an abbreviation for an entire response. For example, in Text Expander you can type your response that you give to a frequently asked question, then assign an abbreviation to this response. Now, instead of typing the entire response, all you do is type the abbreviation that you assigned to that response, and when you type that abbreviation it will magically turn into that entire response.
For example, instead of writing “Battle Company is fun for all ages,” I could place that text into Text Expander and assign the word “zages” to it. Now anytime I type “zages” anywhere on any platform, it will delete “zages” and paste “Battle Company is fun for all ages” in its place.
I also created a video showing how to use Text Expander:
My Takeaway
I learned quite a bit after creating this project, and after researching realized how important good customer service really is. Good customer service is for customer retention, and if a customer has a question or frustration that can’t be easily solved or even easily brought up, that does not leave a positive impact or experience in the customer's head, which is not what you want.
Creating this project, I:
Further learned skills regarding setting up chatbots
Began learning automated responses for chatbots and began looking into conversational marketing.
Learned how to search for questions about a product.
Learned how to research the answers to those questions.
After creating this project I also thought of some other ideas for improving the customer experience which I slightly mentioned above, and that is automated responses from the chatbot. With automated responses that saves the Customer Service team a lot of time, if the chatbot can answer those questions without them ever reaching a live person. The “level up” version of this project would have a chatbot that provides great answers and answers most of every question that comes in. It also would be real lifelike, so it didn’t seem like they were talking to pre-written responses. With this chatbot in place, people could get their questions answered even quicker, and Battle Company would have more time to work on other problems.