Switching from one chatbot platform to another: here's how to migrate effortlessly

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Your chatbot platform no longer works the way you want it to. Now what? Maybe you're missing important features, the costs are rising or the technology is simply outdated. Before you decide to migrate, it's important to think carefully about what you really need. Moving to a new platform is a big step, but with the right preparation, it doesn't have to be a headache.

Making the right choice: what do you pay attention to?

Choosing a new platform is the first and perhaps most important step. Of course, you want to avoid having to switch again in a year's time. Therefore, look carefully at the functionality you need for your customer service. Think about the possibilities for automatic answers, forwarding calls and creating reports. The ease of use for your employees is also important. After all, they have to work with it on a daily basis.

Of course, costs also play a role. Pay attention not only to the monthly license fees, but also to what you spend on training, maintenance and possible adjustments. Ask suppliers about hidden costs and be well informed about what is and is not included in the price.

A modern platform must be able to work well with your other systems. Therefore, check for ready-to-use links to your CRM system, live chat platform and other tools you use. If these links are not there, you can pay attention to the availability of APIs.

Migrating without hassle: where to start?

A migration means more than just transferring calls. It is a complex process in which you have to consider several technical aspects. Not only do you need to preserve your call history, but also keep your existing automations. In addition, chatbot flows and scripts need to be redesigned and tested.

A successful migration requires proper planning and a phased approach. The migration consists of three different phases:

• The preparation phase
• The testing phase
• The going live phase

In the preparation phase, you first make a complete backup of all data. You also map out all current workflows and document existing integrations. Create a realistic timeline. Also take into account unexpected rollouts.

In the testing phase, set up a test environment where you import some of your data. Here you test all important functions thoroughly. Let a small group of employees work with the system already and collect their feedback. This helps you discover and solve problems early on.

Going live with the new platform is also done step by step. Start with a small group of customers and monitor performance closely. Fix any problems immediately before you expand usage.  

Make sure you don't lose customer data

Your customer data is valuable and should be transferred carefully. Therefore, make a complete export of all calls and contact history before you switch. After the import, check that all data has been transferred correctly. If you work with sensitive data, take extra care that everything is done according to local privacy guidelines.

Your automated workflows and knowledge base should also be included. Make a complete inventory in advance so you don't forget anything. After the migration, test whether all automations are still working properly.

Training your employees

Of course, your employees must also learn to work with the new system. Therefore, choose a user-friendly platform that fits in with existing work processes. Organize training sessions and provide clear manuals. Good preparation will ensure that your team can work quickly and efficiently with the new software.

Keep your team well informed throughout the process. Explain why you are switching and what will change. Give employees a chance to test the new system and let them share their experiences. This feedback is incredibly valuable to improve the implementation process.

A good start is half the battle

Cliché but true. By making an informed choice and handling the migration process carefully, you create a solid foundation for your customer service. A modern and flexible platform will enable you to work more efficiently and serve your customers better. Although the switch takes time and energy, this investment will pay for itself in the long run. Promised.

Need advice on switching to a new platform? Feel free to contact us. We would love to help you!