Chatbots are a good communication solution with customers, especially for solving simpler problems. However, you need to follow a good strategy for them to work. In this article, we’ll talk about chatbot errors that should be avoided.
Chatbots are very useful, for example in after sales support, customer support, marketing activities, etc. In addition, they can also be used as assistants in internal company processes.
Chatbot errors
Development of an impersonal chatbot
When it comes to customer relationships, people prefer to communicate with humans rather than a bot without personality or emotion. Therefore, chatbot should ideally be a conversationally prepared assistant who is genuine, personal and attentive.
The personality of chatbots helps lessen reluctance to tend toward programs, given the naturalness of the conversation. Based on previously collected data, conversations can be optimized.
Not knowing the audience
If chatbot is not tailored to a specific audience, it will not arouse interest. Therefore, the personas must be defined so that the answers are as appropriate as possible for the clients and potential clients.
Consider a list of questions:
- Who is the target audience and where is it?
- What do you want your chatbot to do?
- What are the business needs?
- What is the cost of chatting?
- How to market chatbot?
- Remember that the focus is on providing chatbot users with a good experience, so it is important to find solutions to user needs and provide the best possible experience.
Wrong goal
There may be several wrong goals, for example, there are too many problems, solving a problem that does not exist.
Development and design issues
Chatbots must be designed to answer questions clearly. Developers need to be highly skilled and familiar with best practices in this area. This will prevent user frustrations and negative impressions.
Do not train human employees
Sometimes companies forget to train humans as well, as they are focused on chatbot development. It is important that users learn how to use chatbot and receive guidance on how to use it.
This will increase customer loyalty as well as motivate agent motivation.
Do not track your performance
To find out if chatbot is effective and profitable, you need to track chatbot performance. Therefore, identify the most significant KPIs and tailor them based on the results. Moreover, it is very powerless to analyze people’s dissatisfaction so that continuous improvement can be made.