Common Mistakes to Avoid When Introducing Chatbots
In today's digital age, chatbots have become an essential tool for businesses to streamline their customer support and improve their web marketing. However, many companies make mistakes when introducing chatbots, such as not being able to achieve the desired effect or introducing a chatbot that is not suitable for their company. In this article, we will explain common mistakes and solutions to them when introducing and operating chatbots. By watching this video, you will be able to choose the chatbot that suits your company and use it effectively.
Three Uses for Chatbots
First, let's look at how chatbots are used in companies. Let's take a look at the following common uses for chatbots:
Customer Support
Many companies have introduced chatbots to streamline customer support. By automating responses to simple questions or questions that can be answered using canned texts, you can improve your web marketing. Chatbots are often introduced as a web customer service tool on your company's homepage or e-commerce site. By analyzing the timing and content of inquiries, you can identify customers' latent needs. This can be used to catch and improve services. Some companies use chatbots to answer questions about personnel and labor issues, such as in-house help desk expense settlements and management of attendance and leave. By streamlining the response to inquiries from within the company, the burden of back-office operations is reduced.
Reasons Why Chatbot Implementation Fails
Chatbots are a useful tool that can respond to a variety of internal and external inquiries, but there are many cases where implementation fails. Common failures include the following:
Choosing a Tool That Doesn't Fit the Purpose
There are two types of chatbots: scenario-type and AI-type. If you introduce a chatbot that doesn't fit your purpose, it may not be able to fulfill its role fully.
Payment Methods That Cannot Be Accepted
Frequently asked questions on e-commerce sites, such as shipping charges, have predetermined answers, so preparing a scenario-based chatbot with all possible options will allow for accurate answers. It is difficult to predict the content of the inquiry. By introducing AI-based chatbots instead of scenario-based ones for services and internal inquiries, it will be possible to provide appropriate answers.
Analysis and Maintenance Are Not Possible
If a tool is left without maintenance, the information may become outdated, or it may not be able to return the information the customer wants, and a tool that is supposed to be useful can end up causing stress to the customer.
Lack of Delineation of the Scope of Correspondence Between People and Chatbots
Even if answers can be left to chatbots, a friend service is necessary to respond flexibly or to respond to niche content. If you do not clarify at what stage of an inquiry you should switch from a chatbot to a friend service, you will not be able to solve the customer's problems. If you fail to do so, you may end up with a drop in customer satisfaction.
Key Points for Successful Introduction of a Chatbot
No matter which tool you choose, drawing the line between friends is a necessary task, but there are cases where choosing a chatbot itself fails. Be careful to choose a tool that fits the purpose of introduction. The purpose of introducing a chatbot is to respond to inquiries, support web marketing, provide internal help desk, etc. It is important to choose a tool that suits each purpose. Consider whether the inquiry content is diverse, and consider what functions are needed and what tools should be linked. Choose a tool that matches the amount of usage. When choosing a chatbot, consider how many FAQs it has. If there are around 50 FAQs, scenario-type chatbots are recommended. If there are 50 to 300 FAQs, an AI-type chatbot is recommended. Also, if the number of FAQs is over 300, or the number of inquiries is huge and diverse, AI-based chatbots are recommended. A type of FAQ system or knowledge tool may be suitable. Check the supported channels. Chatbots can mainly be installed in the following channels. The channels that can be supported by each chatbot are different. If the purpose is to respond to internal inquiries, use existing channels. If the purpose is to receive inquiries from outside the company or provide marketing support, check whether it can be embedded into the channels used, such as websites or LINE. If the purpose of using the chatbot is unclear, implementation is likely to fail.
Inquiry Response
Chatbots that automate tasks can help reduce the workload of employees and improve customer satisfaction. However, if the purpose of use is unclear, you may end up introducing tools that are not suitable for your company, and you may not get the results you expected.
Highlights
- Chatbots are an essential tool for businesses to streamline their customer support and improve their web marketing.
- Choosing the right chatbot is crucial to avoid common mistakes and ensure successful implementation.
- Consider the purpose of introducing a chatbot, the amount of usage, and the number of FAQs when choosing a chatbot.
- Check the supported channels to ensure that the chatbot can be embedded into the channels used.
FAQ
Q: What are the common mistakes to avoid when introducing chatbots?
A: Common mistakes include choosing a tool that doesn't fit the purpose, payment methods that cannot be accepted, analysis and maintenance not being possible, and lack of delineation of the scope of correspondence between people and chatbots.
Q: How can I choose the right chatbot for my company?
A: Consider the purpose of introducing a chatbot, the amount of usage, and the number of FAQs when choosing a chatbot. Check the supported channels to ensure that the chatbot can be embedded into the channels used.
Q: How can chatbots help improve customer satisfaction?
A: Chatbots that automate tasks can help reduce the workload of employees and improve customer satisfaction by providing quick and accurate responses to inquiries.
