Many reports by top research firms claimed that by 2020, the chatbot adoption rate would hit its peak and the majority of the customer interaction would be handled by bots.
But is that the case?
Look around and notice that chatbots are gaining adoption even in 2021, with major firms like ICICI launching its WhatsApp chatbot in April and Hyundai launching its chatbot a few months back.
Chatbot adoption is still on the rise.
Most of the delay in adoption is due to the fact there are still reservations around chatbots, the experience they offer and the results they can deliver.
Today we cover 3 of those myths or misunderstandings that customers have on why chatbots are not for them:
Chatbots are generic
Most of the chatbots today are extremely robotic to the point that, for example, there is no differentiation between a chatbot deployed on an insurance company website and a chatbot deployed on an educational institution website.
Both chatbots behave exactly the same – greeting message followed by
asking for your name, phone number, email id and telling you that someone will
be in touch from their team.
God forbid, you ask any more questions – because why should you? The company’s objective is achieved – they’ve captured the customer’s details, the customer’s needs are incidental.
No. Always, always, look for vertical-specific chatbots before finalizing on one provider. Vertical specific chatbots have tailored conversation flows to that specific vertical, trained for FAQs specific to the vertical and focus on putting the customer first – engaging them, giving them the information, they need before capturing their details as an organic part of the conversation rather than forced.
Chatbots are here to replace employees/processes
One of the most common misconception that comes across is that chatbots are here to replace lead forms or pre-sales teams.
Chatbots are not here to replace teams or processes, rather they are here to enhance the quality of engagement and work hand-in-hand with your existing systems to improve results.
Take, for example, a customer who comes to your website – is searching for a particular piece of information that will help the customer make a decision. The information is there on your website, but the customer doesn’t have the patience to go through the entire webpage to find it.
Enter chatbots – a well-trained chatbot can answer the customer query instantly, give them the information needed and ensure the customer experience is not negatively affected but rather give a positive experience.
Once the customer gets the information they need, in most cases, they
share their details – either on the chatbot or on a lead form on your website.
When it comes to replacing teams, chatbots work in tandem with the pre-sales team. Chatbots have plenty of information about the customer – interest areas, where are they chatting from, how many times did they visit your website – which your pre-sales team can use to stitch a pitch before the first contact.
Chatbots remove the human element
Human intervention in a conversation provides a sense of reassurance to the customer is the argument for manual live chat conversations. While this makes perfect sense, 80% of the queries asked by customers can be grouped into a set of FAQs and can be used to train a chatbot.
This not only ensures instant engagement but also ensures consistency in
answers being shared with multiple customers.
Coming to the human element, chatbots, in 20% of the cases, if the bot doesn’t know the answer to a particular question – redirects it to a human agent, to engage with the customer and take the conversation forward.
This ensures that the repetitive queries are being handled by the chatbot, leaving your team to jump in for customer-specific queries which the bot is unable to answer.
This hybrid experience ensures that human intervention is not lost but rather put to use when required.
To summarize, chatbots are here to work in tandem with existing processes and teams, and enhance customer engagement and lead capture. Choosing the right chatbot for your business is what matters.
We hope we have addressed some of the misconceptions regarding chatbots and helped you gain a better understanding of how to go about choosing the right one for your business.
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