A chatbot is software that uses text messages to imitate human-like conversations with users. Its primary goal is to assist users by answering their inquiries. But what if there are mistakes in your chatbot that are costing you customers? You want to increase your customer retention and conversion rate using chatbots, but what if your chatbot is taking your customers and newly-generated leads away from you?
Here in this article, we will introduce chatbot mistakes that are costing you customers. Knowing these mistakes and chatbot hacks can help you have a more user-friendly chatbot. Read carefully and make your chatbot efficient.
Chatbot Mistakes that are Costing You Customers
We now live in a society that values satisfaction. Despite their ability to provide quick answers to simple questions, customer care chatbots are still underutilized. AI chatbots are used by only 23% of customer support businesses, although they are preferred by 69 percent of customers.
Jumping into the realm of chatbots may seem frightening at first, but your clients will appreciate you in the long run, at least if you do it right. Taken as a whole, using a chatbot is a great way to scale your website traffic or increase your app download. Fortunately, the most common chatbot errors are also some of the most simple to avoid. Here are some:
1. Your Chatbot Has No Plan.
It is a mistake to have a chatbot without a story or plan. Your chatbot must have a defined goal. Your goal depends on the objectives of your business. This could include offering individualized brand engagement to encourage customer retention. Or, it might be reducing the number of customer support calls, saving you time and money.
Customers won’t like to communicate with your chatbot if it does not serve a clear purpose. To have an efficient chatbot, you should make a clear plan first and write your chatbot. Focus on functionality while keeping the bottom line in mind.
2. Your Chatbot Does Not Provide True Information.
Imagine that you go to a store to buy something or report a problem regarding your previous purchase. If the person at the front desk does not give you the right information, you cannot communicate your problem well. As a result, your problem will remain unsolved.
Now, imagine that your chatbot makes the same mistake. Before making a purchase, users frequently use chatbots to obtain information about products and services. What do you think the result would be? You have a considerably greater risk of losing your customers or newly-generated leads if your chatbot only gives ambiguous, unconnected, or unimportant information.
To avoid this, make sure your chatbot has information that your customers genuinely want, such as ratings and full product descriptions.
3. It Makes Your Users Struggle to Communicate.
One of the most prevalent chatbot errors is making the user work too hard to acquire responses. Chatbots are supposed to be handier than talking with a real person. If a real person could be more efficient, there would be no need for a chatbot. So, if your chatbot is making your users more confused and angry, what’s the point of having one.
To avoid this, ensure that your chatbot is always moving the customer forward. Answers should be actionable rather than being a dead end. Even if the interaction appears to be done, your chatbot should direct the user to a FAQ section in case they have additional queries.
4. It Has No Human Voice.
You should give your chatbot a human voice. Users should not feel that they are talking to a robot because it may give them the feeling that the robot cannot solve their problem. In addition, your chatbot, like all humans, should have a name and a personality. It helps increase your brand recognition. The name of your chatbot should be original, easy to say and spell, and easy to remember.
5. You Have Not Tested It.
Before you launch your chatbot, ensure that it is genuinely ready for consumers. To ensure that your chatbot works as it should, it must be thoroughly tested in a variety of scenarios. If you do not test your chatbot, it could result in a drastic drop in sales without you realizing the cause of is your inefficient chatbot. Imagine that you are a newcomer who is interacting with your business for the first time through the chatbot. Do you find it helpful? If not, you need to make some improvements to it.
6. There Is No Human Agent
While the vast majority of users prefer to get a speedy response from an AI, certain people will always prefer to speak with a human. Customer support should not end with your chatbot. It’s simply a tool that can be quite beneficial. Make sure that if a user wants to speak with a real, breathing human agent, they have that choice.
7. Updating Your Chatbot is Neglected
Regardless of how thoroughly you test a chatbot before releasing it to the public, it might still make mistakes or develop harmful quirks as time goes on. There is no way to account for everything straight away. The most successful chatbots are updated and maintained on a regular basis.
Remember to examine your chatbot on a frequent basis as time goes on to see if there are any adjustments or upgrades you can do to better serve your consumers.
Turning to AI for customer service is indeed a smart move for your business. Chatbots have enabled businesses to assist customers at all hours of the day and night. This is good if they are working efficiently instead of making things more complicated for your users. If you are fully aware of chatbot benefits for your business, you won’t waste a second to either launch one or improve the one that you already have. Check the above common mistakes and solve them for your chatbot. Wish you the best of luck!