In summary, a chatbot is a tool that helps automatically respond to comments and messages. Due to its usefulness, chatbots are becoming increasingly popular and widely used. However, not all businesses can leverage the full power of chatbots.
Here are a few notes on using chatbot tools shared by Digital Mind to help businesses with their customer service activities.
1. Chatbot Requires Human Management
Chatbots can handle multiple comments and messages from customers simultaneously, but don’t forget that all responses are pre-programmed by humans. There will certainly be customer questions that fall outside the established script. Therefore, even when using chatbots, human management is essential.
Chatbots can help you save on labor costs by answering repetitive questions and providing advice to similar customers, but you still need staff to advise customers when they have more in-depth or technical questions. In the long run, you also need a dedicated customer service staff member to aggregate new issues and supplement the chatbot script.
2. The Bot Cannot Maximize Its Potential Alone
Chatbots will only handle customer service according to a set script and cannot fully utilize its potential if working alone. You may collect customer information from the chatbot, such as phone numbers and email addresses, but without other tools beyond the chatbot, you may not know what to do with this data, missing out on more opportunities to engage with customers.
A recommendation for you is to use a multichannel strategy to make the most of the data collected by chatbots, such as email marketing, SMS, telesales, Zalo, and others. These channels can also support the chatbot by sending information to customers and encouraging them to interact with the chatbot through calls to action (CTAs).
3. Chatbot Content Should Not Be Too Long
Sometimes, in an effort to provide detailed information to customers, online shop owners may create overly long responses, causing information overload and failing to create a friendly atmosphere like talking to a real person. Therefore, when using chatbot tools, keep in mind that content should not be too lengthy. Each message should be limited to 30 to 50 words for optimal results.
If there is a lot of information, you can break it down into smaller sections or build additional scripts for customers to choose the information they want to learn about. Using concise chatbot content divided into suitable sections helps readers understand easily and increases interaction with customers, opening up the chat window for more than 24 hours since the customer started messaging you.
4. Put Yourself in the Customer’s Shoes When Setting Up Chat Content
Another important note when using chatbot tools is to put yourself in the customer’s shoes when setting up chatbot responses to make them more user-friendly.
Currently, many businesses are simply placing all their offerings on the chatbot, turning it into a mini-website that displays product features and services without focusing on identifying customer needs for better advice or quotes.
As a result, customers may leave soon after interacting with the chatbot when they realize they are chatting with a bot rather than a human advisor. To avoid this, base the chatbot script on customer chat history, common issues customers encounter when seeking advice, and aim for friendly responses.
5. Building a Personality for the Chatbot
The chatbot represents you by answering customer questions and inquiries, so it also reflects your personality. If the Fanpage is an entertainment page, you can use cheerful language to interact with users. Conversely, if the Fanpage is a tech sales page, the language needs to be precise, providing accurate information and focusing on the issues users are exploring.
6. Regularly Review User Logs
Regularly reviewing user logs helps you organize content by priority, supplement chatbot scripts with more variety, and update issues they care about. This way, your chatbot becomes more user-friendly and helpful.
Chatbots can do a lot of things, but not everyone can maximize their full potential. Hopefully, the above article has helped you recognize the key points when using chatbot tools. Remember, Digital Mind offers a free lifetime chat package with storage for up to 10,000 users with all basic features for you to experience.
