By Michael Briggin
Chatbots are becoming increasingly common for social media platforms such as Facebook and your website as they can help streamline customer service.
However, when implementing chatbots to any platform your organization chooses to use for this purpose, be aware there are benefits and limitations to using them depending on what type of business you are.
Here are our recommendations if you want to use this technology:
Appropriate Welcome Message
Yes, “what can I help you with” is ideal but if you chose not to use this welcome message, make yours just as friendly and welcoming.
More of your customers will feel they are getting to where they need to go if you provide them with enough options to select if they want to get their questions answered. This is no different than if your customers are trying to reach you by phone.
Like an automated phone system, be sure that the selection options are relevant and are common questions or issues your customers want addressed.
Don’t Assume Chatbots Will By Nature Replace Your Customer Service
The rise of robots, especially chatbots, is real but they are not programmed to handle every customer service inquiry. With every initial selection option, there will always be another option to select.
Be sure that you know how to address the most common questions your customers have and provide them with the right information they need to hear. If this isn’t enough, then you should direct them to where they can contact customer service.
Using Customer Service With Chatbot Assistance
Since chatbots are not assured to answer every question, be sure to include an option for your customers to contact you if they’d rather cut to the chase and talk to someone.
Inbox Assistant and Management tools help you connect your customers to customer service after the initial contact with your Chatbot.
Chatbots are a great way to simplify your customer service and marketing operations but they are not the end-all-be-all when it comes to handling customer needs.
In the end, human contact matters and you need to ensure you are managing customer expectations if they need to get their questions answered.