Lessons Learned from Building HubSpot’s GrowthBot

Dharmesh Shah, CTO of HubSpot, and Peter Skomoroch, CEO of Skipflag, sat down for a fireside chat at Botness Enterprise during SXSW.

Peter threw a lot of great questions Dharmesh’s way, and Dharmesh had some fantastic insight into what makes a bot successful.

Peter brought up that with GrowthBot, the first thing it does is tell you a bunch of things you can do – which inherently goes against the “do one thing well” best practice.

Dharmesh responded that people don’t want to go to 18 different apps to do all different things. They want to get what they need in one place. Also, there’s a school of thought – do several things mediocre and still win. 🙂

GrowthBot uses a natural language interface, but also interactive message buttons – what was the design decision behind that?

Dharmesh feels like UI elements reduce friction. But it’s also important to remember that while too many elements defeat the purpose of conversational UX, the whole power of it is that the user doesn’t need to know what filters exist.

So, what does Dharmesh measure with GrowthBot? “I look at user engagement and retention the most.” Multi-use bots offer the chance to live another day.

We covered the bot ecosystem at SXSW 2017 – catch up on our posts here, or follow us on Twitter for more Botness Enterprise goodness!

 

About Cassie Bannister

Director of Marketing for Message.io. I edit all the things for Message.io (and sometimes write them, too.)