Thinking of utilizing chatbots to help boost customer satisfaction?
While these clever AI assistants can do wonders for your business, you do need to know how to use them effectively.
There are plenty of mistakes you can make when adding chatbots to your business. So, if you want to make sure you are using them effectively, follow these 5 secret tips…
1. Give your chatbot personality
There are thousands of chatbots out there, so what makes yours different to the rest? If you want customers to enjoy using the chatbot you use for your business, you need to give it personality.
Create a chatbot personality that matches your brand. This will make it fun for customers to use, and it sets you apart from your competitors.
2. Customize the chatbot for your audience
Rather than using a generic chatbot for your local business, make sure it is customized to your audience. That means tailoring it to suit the platform your audience will be using.
If they will be accessing your chatbot via a mobile phone, make sure you aren’t providing long blocks of text. If the chatbot is accessed on a desktop computer, you can go more in depth with the answers provided.
You should also think about the language you are using. Tailor it to match the age range and personality of your audience. Don’t be afraid to use slang as this can make your chatbot appear more human.
3. Upload common questions and answers
The main purpose of a chatbot is to answer questions your customers have. It can be seen as a smart FAQ, helping to point customers in the right direction.
Uploading frequently asked questions and answers can save your customer service team tons of time. They will have more time to spend on actual issues, helping to boost customer satisfaction.
4. Test and improve your chatbot regularly
You aren’t going to know whether or not your chatbot is effective without testing it. Pretend you are a customer and attempt to use your chatbot to answer a common question. Is the response satisfactory and did you find it easy to use?
Think about how the response could be improved. Do you need to update it with additional language capabilities?
By testing out and improving your chatbot regularly, it ensures customers receive the best level of service. After all, if they get frustrated using your chatbot, they will simply head over to one of your competitors for the answers they need.
5. Don’t use them to replace human interactions
Chatbots should never be used as a replacement for human interaction. Right now, chatbots aren’t overly reliable. However, even when they improve, they will never take the place of human interaction, and nor should they.
The purpose of your chatbot is to help you solve a customer’s problem. While they can be great for general questions about refunds, delivery, and products/services, they can’t answer complex questions or solve problems with an order.
Make sure whenever the customer does need to talk to a human, the option is there. Let them know how to contact you or get the chatbot to pass them onto your team, either online or over the phone.
Common chatbot mistakes to avoid
Chatbots can help you to engage customers, boost satisfaction, and save you time answering common questions. However, did you know there are a lot of mistakes you can make that could jeopardize their success?
Some of the most common chatbot mistakes to avoid include:
- Not letting customers exit the chatbot
- Failing to test before launch
- Choosing the wrong type of chatbot
- Trying to portray a chatbot as a human
Your customers should be able to leave the chatbot whenever they like. If they can’t, it’s going to lead to frustration, and a negative review.
Making sure you choose the right type of chatbot and testing it prior to launch is crucial. This lets you see if there are any issues you need to deal with, and that it provides value to the customer.
Avoiding these mistakes and utilizing the tips above will guarantee chatbot success. While they may get much smarter and human-like over time, right now chatbots do have their limitations. Above all else, never try and use them to replace actual human customer service.