Have you been considering installing a chatbot, such as Intercom or Drift, onto your website? Before you proceed, there are a few things you need to consider. It isn’t all sunshine and roses.
What is a Chatbot?
A chatbot, as defined by Oracle, is a “computer program that simulates and processes human conversation, allowing humans to interact with digital devices as if they were communicating with a real person.”
From a business perspective, they are most often used to…
- Answer Frequently Asked Questions (FAQs) with pre-programmed answers.
- Troubleshoot common product/service issues.
- Capture lead information to convert a sale.
They also add an element of personalisation to the shopping experience, offering 24/7 support at the point of sale.
The Benefits of a Chatbot
In short, chatbots are optimized to allow businesses to respond to queries in record time. They have no expected wait times, can converse in multiple languages, and are perfectly happy to work all hours of the day.
According to Master of Code, chatbots can automate 30% of tasks performed by today’s contact center staff – significantly reducing your expenditure while providing vast potential for your marketing team to connect with and convert new audiences. As your business scales, a chatbot can too; allowing you to provide a high level of customer service at all times.
The Downfalls of a Chatbot
From a marketing perspective, a chatbot is a useful tool. From a business perspective, it can be an impersonal nightmare.
When a customer is seeking information or looking for support with a product or service, the last thing they want is to come head-to-head with an unhelpful software program that doesn’t understand their question.
There’s a very real risk that your customers get caught in a loop, unable to access the help they need. Soon, your reputation will suffer.
Should I Use a Chatbot for My Business?
If you decide to utilise a chatbot, proceed with caution. Always make sure that the program is just one part of your communication strategy – not your be-all, end-all.
In today’s technology-focused world, there are so many ways you can communicate quickly and efficiently with your customers… without alienating them in the process.
For more information on digital services that can help grow your business, speak to Keytech.
