Chatbots: one of the technologies companies are adopting to improve their operations. Although it’s a key tool to represent your business and serve your clients better, there are several challenges associated with its implementation:
Create value for your customers
Ask yourself this: will the implementation of a chatbot create value for my business? If so, how?
An advanced chatbot is not worth it if it doesn’t create value for the customer journey – it’s important to understand whether the investment is worth it. Ask yourself if this technology will:
- Improve the company’s communication with its clients;
- Give more time to workers which they can devote to better customer care;
- Be used by your stakeholders.
Meet your audience
It’s also vital to know which of your customers will use this tool – which, after all, would become obsolete if there were no customers to help. As such, our advice is to assess the age groups of your target and to understand who interacts more with your website and social networks – the hosts of your new tool.
Abide by the Privacy and Security regulation
Making sure your clients feel secure and that their privacy is uncompromised is of paramount importance. This is an increasing concern among consumers, which means that questions asked by chatbots should be restricted to those that are strictly necessary and people should be informed they are communicating under the General Data Protection Regulation.
Additionally, it’s vital that the network hosting the chatbot is protected against possible hacking attacks. These features are especially important in businesses that deal with sensitive information, such as the Banking, Healthcare and Insurance sectors.
Make the chatbot “human”
We know. It might seem strange to talk about making a robot more human, but even if people know that they are talking to a chatbot, they want an easy, fluid and, more importantly, a fast interaction. The idea behind these systems is to ease communication with a business and a bad experience with a robot might well have the opposite outcome.
To become more efficient and be able to attract and retain Internet users, chatbots must be useful, careful, trustworthy and likeable – bear in mind that this will be the first interaction that most of your clients will have when meeting your business.
Ongoing commitment with the chatbot
It’s equally important that there’s an ongoing commitment with the maintenance of this system. We must stress that, if there’s no one in charge of the maintenance of the chatbot, there’s a high chance that, sooner or later, the assistant will have issues. However, this isn’t complex, so you can hand this task to an IT junior employee.
To know where the customer experience with the chatbot starts and ends
Another barrier you may well come across when trying to implement a chatbot is the idea that people would rather communicate with other people than with robots – a subject discussed in “Are we ready to communicate with chatbots?”.
Despite their ability to transform customer experience, chatbots can’t fix everything. Therefore it’s important to define where the customer journey starts and ends with these assistants and where it begins with humans, better able to help customers with complex problems.
Lastly and probably one of the most relevant questions is: “How much are we spending on creating and implementing a chatbot that is efficient and creates value for our customers?” You might be surprised by the answer – contact us via firstname.lastname@example.org and let us show you what we can do for your company.