Chatbots have been around for over a decade now. From Alexa to Elizza, over these years, chatbots have come a long way. However, regardless of how long it has been, it is relatively safe to assume that they are still growing. The potential of chatbots is unbounded, and the brands and companies have still not been able to tap onto its full potential.
Given the technological advancements today, it is easy to build a chatbot than it used to be in the past. However, the key challenge with chatbots lies in offering a great user experience.
Now, the question is – Can these AI-run Chatbots mimic human interaction for your customer? Beyond the factors, such as usability or design, you should focus on developing an effective chatbot conversion strategy.
Here are a few tips that can help you and assure a phenomenal customer experience with chatbots.
Have an escalation path in place
The pivotal aspect where chatbots add value to the business is by answering questions faster. So, when the problems start getting complected, the business should have a provision of escalating it to human support. The advisor should not start the conversation from scratch but instead, try to pick up from where the chat with the bot ended.
If needed, the human support can even make an audio call from the chat window to offer verbal support. This escalation is quintessential. Whenever a customer feels that their query has been poorly handled, they will lose faith in the business, and stop engaging with you, comments Elanor, an online math tutor.
Further, the business must have adequate resources to manage the escalations by keeping the wait time to a minimum and offering top-notch assistance.
Begin with a personalized introduction
A recent study found that seventy-five percent of people are interested in knowing whether they are interacting with a human or a chatbot.
In the same survey, approximately forty-eight percent of people stated that they find it creepy when a chatbot pretends to be a human.
Marry, an educator with TAE who offers online assignment help Australia says that on their web platform, they always make it a point to let the customer know when/if they are speaking to a chatbot.
Further, before starting the conversation, the bot can let out a brief self-introduction.
For instance, the bot can say, ‘Hi, I am Alex, a friendly chatbot. I have been trained to answer your queries. How may I help you today?’
Add empathy to the responses with sentiment analysis.
If you wish to better your conversational skills, sentiment analysis is quintessential. With this, it is easy to empathize with the frustrated user prioritize their concerns. When a user is sad, angry, or frustrated, the bot should communicate in a more empathetic and sensitive language and respond better to their feelings. Failing to do so will make you sound robotic and cold. Consequently, the users will feel that you do not care for them.
Monitor the success metrics
It would be best if you had conservation metrics, and you must sincerely make it an effort to monitor them regularly. These metrics can be chat length, chat ratings, and alike. The metrics will vary depending on the chatbot’s purpose and the business’ goal. To ensure your AI’s success, you need to gauge the bot’s overtime performance and compare it across different periods. This study will help you understand their actual performance level.
Keep feeding the chatbot with updated information
Even though chatbots offer an incredible service for you, businesses need to ensure that implementation and operation can be a significant commitment on your end. As opposed to the traditional belief, chatbots are not cheap to run, points out Brian, an educator who offers online ‘pay someone to do my homework‘ services.
Further, they can be quite time-consuming to maintain. You will have to provide them with real-time relevant information regularly, and only then will they stay updated.
Suppose an organization does not pay adequate attention to the chatbots’ maintenance and does not feed it with the requisite new data, educate them, or provide them with the essentials to grow and learn.
In that case, they will end up seeming redundant. Think of it as a website that has never been updated. Won’t be boring? Hence, the lesson is crisp – update the chatbots, and feed them with new information every few months.
Have fixed ground rules
One of the vital prerequisites for a chatbot that should be a mandatory rule during all customer interactions is – Never try to extract information from your customer even before the conversation starts.
When a customer comes to you, they seek a solution, and they want it quick. If you keep nudging them for details right from the start of the conversation, it can irritate the customers, and they will be apprehensive of going further with you.
If the customer fails to take the conversation forward, they will instead decide to quit. Hence, unless it is absolutely urgent, make sure this step is carried out at the end.
Lastly, there should an option survey link wherein the customer can provide their honest feedback about the kind of service they received. This feedback will help you see how satiated a customer is with the chatbot’s performance, and provide you metrics, and give you scope for improvement.
These are some of the critical ways in which a chatbot can be improved to better the customer experience. If you have more to add to the list, let us know in the comments below.