Nowadays, businesses are depending more on technology and less on a human workforce. Many tasks that were once being handled by humans have been automated and designated to machines. Even areas where uman interactions were essential are being filled by chatbots.
Chatbots have become a staple for tech giants. You see their use in many applications and industries. You too can develop a chatbot that can handle crucial tasks, such as customer service, for your business. However, exercise caution when developing it as small oversights can cause big damages. Here are a few key factors that can help you build a successful chatbot.
- Define its goals – A chatbot should be designed with a specific goal in mind. You don’t design a chatbot and then make up what it can and cannot do along the way. Answer why you need a chatbot in the first place? Is it to improve customer service, help customers fill out forms, walk customers through your website or just for customers to have an enjoyable browsing experience? By defining goals, you are able to save developers a lot of time and your money. Rather than designing something random, they can create exactly what you need.
- Familiarise it with your business – Ensure your chatbot works with your existing databases and tools. Connecting it to outdated programmes will cause your customers a lot of confusion. If you fail to update your chatbots, then it is bound to create a plethora of angry customers. Good chatbots have the latest information available to them at all times. This means customers spend less time providing information and more time getting the information they need.
- Pay attention to language – The biggest failure of a chatbot lies in its inability to communicate effectively with customers. Granted a chatbot isn’t human, but it doesn’t have to be completely robotic either. Imagine a chatbot that does not understand basic terms and phrases. Would you be comfortable communicating with it? Talking to a jargon-filled chatbot is like talking to a person who does not understand your language. You can give your chatbots personality and style so customers can interact with an interesting “person” when they visit your website or app.
- Teach customers its use – Chatbots may be winning over businesses, but they are yet to reach a wider audience. Even many tech-savvy people find bots tedious, confusing, and downright boring. One reason why your bots aren’t drawing customers could be because your customers have no idea how to use them. When using the bot, ensure customers know what it can and cannot do through a short video or on-screen instructions. You can even have the bot help by guiding them step-by-step on what to do.
- Keep Iterating – If you are looking for perfection in chatbots, you won’t find it. Chatbots are, at the end of the day, programmes. They are bound to make mistakes, have glitches, provide incorrect information, and fail from time to time. For example, a customer may ask a question that the bot isn’t programmed to answer, such as, “How’s the weather?” You can design it to either answer the question correctly or respond with a witty or funny remark or ask the customer to rephrase the question. But you won’t know what to do until you encounter the problem. You should be prepared to keep iterating the chatbot to continuously improve its response to users’ inputs.
Brought to you by SingaporeChabots.sg. Want to build a chatbot? Drop us a note !
Also published on Medium.