Many mistakes can occur in the usage of technology such as Chatbot. However, as with any technology, improper management can be fatal to a business. To ensure your chatbot delivers true added value, it is important to avoid common mistakes that are often made.
Chatbot Misus
Although chatbots offer many advantages, there are still few businesses that can optimize the use of chatbots effectively. Improper use of chatbots can be bad for business to the point of making it difficult for customers. Here are 5 common mistakes that businesses often make when using chatbots for customer service:
- No brand personality
One of the biggest mistakes a business makes is having a chatbot that doesn’t reflect the company’s image, positioning, and values. When your chatbot does not have a consistent identity, it will lack its appeal. customers tend to like chatbots that have a unique brand personality, so they feel comfortable and more connected when interacting. Using a unique, easy-to-pronounce, and memorable name for your chatbot can leave a good impression on customers. - Constantly sending spam messages
While the goal of a chatbot is to increase customer engagement, constant spam can lead to customer loss and damage a company’s reputation. Spam messages not only annoy customers but also damage the image of the business. Avoid excessive promotions, reduce irrelevant information, and provide an unsubscribe button as a form of concern for the rights of potential customers. By sending spam messages, businesses ignore the basic principles of effective communication and sacrifice the relationships that have been painstakingly built with customers. - Giving long and rigid answers
Giving too long and rigid answers is a habit that should be avoided in the use of chatbots. Statistics show that 74% of customers are reluctant to interact with answers that are too wordy. Instead, chatbots should be able to present information in a more concise, easy-to-understand, and targeted manner according to customer needs. - Not conducting bot testing and evaluation regularly
To optimize the performance of your chatbot, you must analyze the results of the chatbot’s work regularly. Routine evaluation will provide a good understanding of the importance of your chatbot’s performance in communicating with customers. Testing and evaluation will give your business new insights into areas that need further improvement. Not only that, this will help minimize bad experiences and errors when the chatbot is used by customers.
Overcoming Improper Chatbot Usage
Chatbots have the potential to improve the effectiveness of your customer service. However, if not implemented correctly, they can backfire and cause harm to your business.
In facing the challenge of improper chatbot usage, the first step is to identify any major mistakes that often occur. After that, it is important to choose a suitable chatbot platform, train the chatbot with accurate data, and continuously improve the responsiveness of your business chatbot.
Jumienten Chatbot AI based on Natural Language Processing (NLP) comes as a solution for your business. With the ability to understand and respond to human language, Jumienten can generate friendly and interactive conversations. With NLP technology, Jumienten can serve customer needs 24/7, reducing the workload of human agents and saving your business operational costs.
Consult further on your marketing strategy for more optimized chatbot usage here.
