According to a Gartner survey, chatbots can handle 85% of your business interactions. Chatbots help you improve customer support, increase efficiency, and generate leads.
A Chatbot is a simple program that can also misguide your customers, which can be fatal for your business. So here are some common chatbot mistakes that can cost you billions of dollars if not avoided.
The Rise of AI Chatbots in Business
Before diving into the specific mistakes, it’s essential to know the importance and contribution of AI chatbots in today’s business. If you want to engage with your customers around the clock, you should use a bot at this point. A chatbot can help companies to improve customer experience, manage interactions, and boost satisfaction.
Chatbot improves average response time and can handle thousands of queries from customers at the same time. It automates conversation, increases engagement, and builds trust between businesses and customers. It can ensure a touch of personalization by engaging customers and maintaining a natural language tone.
It can generate and qualify your business leads by asking relevant questions about your customer journey.
For example, if you have a “Jewelry” business with different packages and occasions. Chatbot asks questions like “What’s the occasion?” or “What type of product do you want ?”.It can save your customers time because they know who they are speaking with and their sales stage.
Common Chatbot Mistakes Impacting Your Business
Chatbots are not a magic solution for all your business and website problems. Some implementation and integration issues can lead to frustrated customers, damage to reputation, and lost sales.
1. Lack of proper plan and strategy
One of the most common chatbot blunders is to integrate it without any proper strategy. Businesses often rush to deploy chatbots without considering their specific goals, target audience, and use cases.
If customers start interacting with the company’s chatbot, it provides generic responses, offers irrelevant product recommendations, and fails to address common customer inquiries. It destroys the company’s reputation in the market, and leads will be lost.
Building and integrating a chatbot isn’t enough. One of the 1st steps while implementing a chatbot is to define a clear purpose and strategy.
- What are the goals?
- What are the expectations of the customers?
- What type of questions and problems can it handle?
- What are the limits of capabilities?
A chatbot should have a clear and specific role and goal. According to research by Accenture, businesses that adopt a clear strategy while integrating a chatbot increase customer satisfaction by up to 90%.
2. Overestimating Instant Adoption
Businesses may assume that users will instantly use their chatbot without any resistance. However, when you introduce a chatbot to assist customer’s inquiries, users may find the chatbot’s responses confusing, leading to frustration. Many customers abandon the chatbot and may choose traditional customer support channels.
Like, an e-commerce platform introduces a chatbot to guide users through purchasing. They are wrong if they believe that customers will immediately embrace the chatbot. In reality, many users find interacting with the chatbot’s interface challenging.
Don’t overestimate your chatbot growth; businesses should provide a smooth onboarding experience. Offer users clear instructions on how to use the chatbot and introduce its capabilities. Add user-friendly design elements and provide complete assistance when a customer visits your FAQ page.
3. Ignoring the Power of Actionability
Imagine if an online shopping website introduced a chatbot to help customers make purchases. However, the chatbot can only provide product information and can’t process orders or address shipping inquiries. Users must switch to another channel to complete their purchases here because businesses neglect to make chatbot responses actionable.
Some chatbots provide information but can’t perform tasks or actions based on user requests. This is the common chatbot pitfall to avoid. Chatbots that offer actionable responses see a 27% increase in user engagement compared to those that provide purely informational answers.
To overcome this mistake, ensure your chatbot integrates with the essential system. For example, enable the chatbot to process the order and properly work with CRM and backend operation. This ensures user satisfaction and increases the chatbot’s value to the business.
3. The Allure of Complete Automation
Falling into the trap of complete automation is a significant pitfall. Automation is undoubtedly a strength of chatbots, but relying on it completely without human interaction can lead to poor user experience.
Not everything can be 100% automated when dealing with real humans. Chatbots can need to understand user requests, leading to incorrect bookings and frustrated customers.
To address this mistake, ensure a seamless integration from the chatbot to human support when needed. Recognize scenarios where human assistance is crucial and ensure users can easily connect with a live chat. This approach combines the efficiency of automation and the problem-solving abilities of humans.
Red Flags while Choosing the Right Chatbot Provider
As businesses are exploring AI chatbot adoption, it is crucial to be aware of the red flags associated with its implementation. Selecting the right chatbot provider is an essential step for the success of your chatbot strategy. Here, we’ll discuss the red flags to watch out for when choosing a chatbot provider.
Lack of Industry Expertise
One of the significant red flags for a chatbot provider is the lack of customer service. The chatbot cannot engage in meaningful conversations about industry trends, challenges, or regulations. It may not stay updated with the latest developments in the field.
The provider may struggle to showcase successful industry-specific use cases or case studies. Users may find it frustrating when the chatbot cannot provide the insights they need.
Limited Access to Support
Chatbot platforms with limited support capabilities can hinder your chatbot’s performance. It may lack responsive customer support, narrow integration channels, and support time.
Businesses may need more workload with limited access to chatbots to handle more queries and engage with customers. Limited support can result in customer frustration when issues or inquiries are not promptly addressed.
Many CRM platforms are offering chatbots in affordable plans but with limited access. The result will be that users may lose trust in the chatbot if they perceive their issues or questions. So avoid providers who offer limited user access to your chatbot.
Outsourcing of Tech Competence
Chatbot providers that outsource their tech competencies are a risk to your business. This outsourcing can lead to delays and a lack of control.
Choose a provider that maintains all technical competencies in-house for a smoother chatbot experience. So, you don’t need to rely on third parties.
Conclusion: Chatbots as Pillars of Marketing Strategy
Implementing an AI chatbot can be easy, but remember to avoid these common mistakes and pick the right chatbot provider. Chatbots have become a key component of modern marketing plans.
Their ability to enhance customer interactions, provide efficient support, and continuously improve through technologies like Conversational AI makes them essential business tools.
Chatbots can be a fantastic tool for growing your business. The only thing you need to do is learn how to use it properly. Ask your customers for their opinions about your chatbot for continuous improvement. Use konversation.io as the best chatbot provider and grow your business to avoid common mistakes.