How To Not Lose Clients With A Chatbot.
A number of articles out there discuss the advantages of chatbots and what they can do for your business, such as acquire more customers or execute immediate actions. The discussions around this topic make it seem easy for businesses to just implement chatbots to their services to help them get more customers.
But this is counter productive.
Without fully understanding the use of chatbots and how they are to be used correctly, businesses may lose clients, rather than gain some.
Benefits of a chatbot
Chatbots offer many advantages to businesses. With the correct development and usage, an intelligent chatbot can help organizations in every type of industry.
They are available around the clock, are easy to use and to access and can give out rapid execution of actions and responses. Powered with artificial intelligence, chatbots have the ability to adapt to a wide range of situations and contexts instantly, whereas humans would have to take a while to understand and to learn.
Moreover, with mobile usage being on the rise (over 8 in 10 internet users access the web through a smartphone according to eMarketer), chatbots are useful tools to interact instantly with.
Nevertheless, in order for businesses to maximize a chatbot’s efficiency and performance to not lose clients, there are certain guidelines to follow.
Define your objectives
“Define your objectives” is a common phrase used on every marketing or business material out there, that it may come off as obvious or redundant. But it is probably the most important thing to think about if a business wants to use a chatbot correctly to gain customers.
There are a number of ways that companies and organizations can go about this, but it all comes down to the answering the following questions:
- Why have a chatbot?
- What is the principal use for the chatbot? Is it to collect data, to interact with customers, to give out information or to guide users?
- What touch points should the chatbot address?
- When should a human team intervene? Where are the limits?
Taking time to think things through allow businesses to clearly understand what it is that they want their chatbot to do and how best they can help out their clients. When objectives aren’t clearly defined it can lead to frustrations and misunderstandings on the part of users.
Don’t make your chatbot like a human
A common mistake that businesses often make is to make their chatbot resemble that of a human. Not informing your clients and visitors that they are talking to a bot will lead to frustrations and confusions. If potential clients are faced with a chatbot that cannot handle their particular request or offer solutions, they are highly likely to leave and regard your service as a gadget. Just like 40% of people would abandon a site that takes more than 3 seconds to load people will not be more lenient with a chatbot.
For companies to not lose their credibility and professionalism, it is thus extremely important that clients understand that they are being guided by a chatbot because it can execute and provide immediate actions, but that there will a human support team behind to take over complex situations if needed. A human team is essential to have to cope with tasks that a chabot cannot yet do, and it’s equally important that the team stays reactive.
At Heek, we make sure that our users understand that they are talking to a chatbot that will guide them to build their website. If they need further assistance and support, there is a support team behind and available.
But this doesn’t mean that your chatbot shouldn’t have a personality. On the contrary, personality can help you have a better brand image.
Don’t show off
It’s great to give a personality to a chatbot. To make it friendly, polite, send out jokes and have a good interaction with users. Chatbots with personalities can have a strong impact on a user’s experience.
But be careful to not show off the chatbot! Chatbots are here to bring value to your service or product and to guide your users through their experience as quickly as possible. They aren’t to be used for pure entertainment if you want to keep your customers and be useful.
Allow users leeway
A number one factor to losing clients is having an interface that is not easy to navigate around in. With a chatbot interface, it is important for customers to have ways to navigate out of the interface or to go back easily to the menu, without feeling blocked. Chatbots are meant to help guide users through a product or service and to be simple to use, but the whole interface needs to be intuitive.
If a user doesn’t understand how to use your chatbot, product or service, they will highly likely leave rather than waste their time figuring out how to get what they want. When you allow users to have a certain leeway and freedom around your chatbot interface, you help them get what they are searching for and allow them to come back to your product or service whenever they need.
In the end, to retain clients, it is important to make people love your chatbot. To have them find it useful, helpful and available. Chatbots should be personal, should be used to learn more about the users they interact with to give them the most out of what they expect. Once this has been established, it’ll be much more easy to not lose clients with your chatbot.