Things a Chatbot Should Never Do
A chatbot is a fantastic modern tool. Companies can use them to deal with customer queries, advertise new products, provide useful information and much more. And while these bots are great for company resources, they also need to be good for the customer. Here are some points on what not to do with your chatbot.
Leave a customer waiting…
A Chatbot is only capable of handling certain queries. Complex conversation is only something that can happen between two humans. So, if a customer asks a question that a chatbot cannot handle, what does it do? Well, some of them just stop responding, which is incredibly frustrating.
To ensure your customers can have their questions answered, set up the system to enable a customer service agent to take over if the bot is no longer able to help. Or, if you are not able to provide agents to take over, have the chatbot provide a phone number or email address to speak with someone.
Try to fool the customer into thinking they are human
While chatbots mimic human interaction by design, they shouldn’t pretend they are a human.
Transparency was ranked as the most important factor for customers when it comes to service. So, your chatbot should always make it clear that it just a bot.
If the chatbot does not disclose this with the customer, this could lead to a detromental distrust for your company. They may feel taken advantage of or insulted.
Set High Expectations
If you have spoken to a chatbot before, you may recall clicking a button saying something like ‘Live Support’. You may have made the very realistic assumption that you would be in contact with a person, but then be disappointing at the realization that you are only speaking with a bot.
If you ensure that all avenues to your chatbot let the customer know what to expect, they will never be disappointed.
Continuing a conversation that is over
Many chatbots are accessible through messaging apps like Facebook messenger. If you have this app, you will know that you receive notifications on your device when you have a new message.
Some chatbots are programmed to keep sending messages when the customer is not responding to follow up. However, this can be very frustrating for a customer who is no longer in need of assistance.
The chatbot is disorganized
This technology has a lot of potential. Sometimes, companies can get ahead of themselves and try to create too many features to the chatbot. This can result in the chatbot lacking focus and not fully understanding what the customer wants.
If the company takes some time to learn what it is the customers most commonly need assistance with, they can make a far more effective bot.
Answer the wrong question
Sometimes, the technology tries to be very clever, which can sometime backfire. When the chatbot is unable to answer the question, they avoid the question and say something that is might make the conversation seem more natural, but in no way answers the question that the customer is looking for.
Users are probably far more interested in solving their issue than they are with the realism of the bot. So, you should invest more time into making sure the bot ca is useful./ And if it cannot answer a question, it should just let the customer know, and ask to rephrase or provide contact details for someone who can help.