Research shows that this year (2021), 83% of businesses will adopt chatbot technology. Also, 72% of customers prefer to deal with a chatbot because of the quick response.
These stats explain why companies and brands are beginning to invest in chatbot technology. However, chatbots are still a new concept for many businesses. It’s important to know how to use chatbot technology successfully.
Chatbot Technology: How to Avoid Mistakes and Improve Your Business
Here are some useful tips about chatbot technology, how to avoid mistakes, and improve your business.
- You Do Not Have a Strategy or a Plan
The current trend in the business world is to adopt new technologies. But you don’t create a proper strategy or a plan for the technology you buy. Think about it much like you would any other strategy.
A chatbot on your website’s homepage can guide visitors appropriately. It can also help respond to queries promptly. When setting up the chatbots, use the strategy to achieve successful results. Don’t use a chatbot because it’s trendy.
- You Do Not Develop an Audience Persona
Any marketing guide will tell you to develop an audience persona before implementing any strategy. The same goes for the use of chatbots. You need to understand your target audience very well.
Learn how they communicate. The way you communicate with teens will be different from how you talk to adults. Some people just searching for information.
Others may need help with making purchases. You need to have different buyer personas. Chatbots need to communicate with each persona appropriately.
- You Don’t Know the Performance of Chatbots
Chatbots are very useful, but you will need someone to oversee the performance of the chatbots. Maybe they cannot handle all the queries that your customers may have.
The chatbots may also bombard customers with too much information. This can lead to frustration, and you may lose some of your customers. It is essential to pay attention to the effectiveness of chatbots.
- You Don’t Humanize Your Chatbot
Your chatbot has no distinct personality and sounds more robotic than human. You have to create a persona so that customers find it easier to engage with.
Give your chatbot a name and let your brand value and voice reflect in it. What do you expect from a customer service agent? They should be knowledgeable and easy to talk to. It is impossible to have a good experience when you feel like you are talking to a machine or a robot.
- You Don’t Use Simple Messages – You Don’t Test It
You need to use simple messages if you want to increase engagement with customers. Focus on simple, short, and precise words. It also helps to ensure that the customer is getting the right information.
It is crucial to test the system. Do not launch chatbots without first testing them. Use a Q&A that covers all possible questions. You could also redirect the customer to sections on your website (your team), that can provide the necessary information.
- Don’t Over-Use Chatbots
You may think that having chatbots on every page of your website helps, but you will confuse your visitors. It could take their attention from the messaging.
Don’t use chatbots on a landing page. Instead, you need to have a powerful Call to Action (CTA). It guides visitors to take a specific action you want.
A chatbot on the FAQ page is useful and makes sense. People who come to that page are looking for information or answers. Having a bot there will help them get feedback faster.
Also, you can have a page on your website for chatbots. You get more value and functionality, which is great for users.
- You Do Not Use Analytics
It is important to analyze the performance of chatbots. You get insights that you can use to improve the functionality of your chatbots.
Search for completion rates and customer satisfaction. Also, check for feedback on speech and engagement. Chatbots should improve the customer experience. It’s essential to use analytics. So you know what’s work and whatnot.
Chatbot Strategy and Benefits
Chatbots are a great way to improve and grow your business. But also they are a challenging process. If you want your chatbot strategy to be effective, it’s important to know how to use your chatbot.
Is your goal to acquire new customers? or provide your sales and marketing teams with a bit of extra support?
By automating time-consuming processes, handling queries, and helping your customers, chatbots will become an essential asset to your business in 2021.
Chatbot technology has many benefits and advantages. But you need to create a successful chatbot strategy, avoid mistakes, and help your customers.