Every single business on earth seems to be investing in AI chatbots right now – and for good reason. A chatbot can significantly improve a company's customer support by making it quicker and more efficient. But before you dive headfirst into the AI ocean, let's take a moment to explore some common chatbot mistakes and, more importantly -- how to fix them.
❌ Mistake #1: Expecting instant adoption
Picture this: you've just rolled out your brand-new AI chatbot, eagerly awaiting the flood of customer interactions.
But what you get instead is an echoing silence.
Why? Because you fell into the trap of assuming that customers automatically would switch from other support channels.
Solution: Be proactive. ✅
Remember when self-checkout lanes first appeared at grocery stores? Not everyone jumped on board immediately. But that didn't mean that the grocery store owners just gave up, threw up their hands and said,
"Well, at least we tried.🤷♀️"
NO - they realized that customers need help to change their shopping behavior.
How did they address this challenge?
By. Being. Proactive.
They proactively stationed staff in the store to assist customers with self-checkout, offering guidance and hands-on help.
The same principle applies when introducing a new support channel like a chatbot - you have to actively help your customers discover and engage with it. One way to do it is to have the chatbot proactively offer assistance when a customer visits your FAQ page.
👉 And please, don't force the chatbot on your customers - make it an option, not a mandate.
Self-service should always be a choice.
❌ Mistake #2: Neglecting actionability
You'll find that nearly every chatbot out there can handle the usual FAQs with ease. Yet, when it's time to roll up its sleeves and actually resolve a customer's problem, they often fall short.
Well, it often comes down to a crucial but frequently overlooked element – actionability.
Solution: Prioritize integrations. ✅
Make it a top priority to ensure your chatbot can be integrated with your core systems – think CRM, backend operations, and order systems. With integrations, you empower your chatbot to access essential customer data, delve into order history, and dive deep into product details. This way, the chatbot can actively resolve customer issues rather than just chatting about them.
❌ Mistake #3: Craving 100% automation
In this AI-powered era, the idea of automating every little thing can be pretty enticing.
But whoa, there, hold your 🐴 – not everything can be automated (or rather shouldn't)
Indeed, customer service often involves answering those repetitive questions. However, some support queries are inherently complex. Trying to automate these can often lead to outcomes that are, well, less than ideal.
(not to mention a heap of frustration from the customer's end...).
Solution: Offer a human lifeline. ✅
Always give your customers the choice to chat with a real, live person for those "I need to talk to a human" moments. It might seem like a no-brainer, but surprisingly, many companies miss this crucial step. The easiest and quickest way to transition a customer from the chatbot to a human is by seamlessly shifting them to a live chat with a human agent - this way, you ensure your customers get the help they need when the chatbot reaches its limits.
✨BONUS✨- 3 chatbot provider red flags
Before we wrap this up, let's rewind and talk about selecting the right chatbot provider. We won't drop any names, but it's all too easy to get caught in the trap of choosing a provider who doesn't quite cut it (and that, my friend, could set the stage for the mistakes mentioned earlier).
Here are a few signals to watch out for:
🚩 Red Flag 1: Lack of customer service know-how
Avoid providers who don't understand your industry and your customers' needs.
Technology is fantastic, no doubt about it, but without that essential customer service know-how, your support chatbot might fall flat. With that in mind, make sure to pick a provider that speaks the language of customer service fluently and understands your industry's specific needs.
🚩 Red Flag #2: Limited access to support
Beware of providers who offer limited or hard-to-reach support.
Nowadays, many of the big ticketing and CRM platforms offer chatbot solutions as add-ons. They might seem like a budget-friendly choice compared to traditional chatbot providers, but here's the catch: you'll end up shouldering more of the workload with these solutions. And if you run into any issues, getting the personalized support you probably need can be quite the trek.
That's why you should seek a provider who is always there to assist you when you need it most. Don't settle for limited access or a support maze – opt for a provider who's always available to have your back.
🚩 Red Flag #3: All tech competence outsourced
Watch out for chatbot providers that outsource all their technical expertise.
When tech competence is outsourced, you're left to rely on the external team's availability and priorities, which can complicate things if you want custom solutions or crave new features.
Instead, go for a provider with an in-house team that knows their chatbot inside and out. This way, you won't be at the mercy of third-party skills. 🛠️🤝
Implementing an AI chatbot can be a game-changer for your business. But remember to avoid these common mistakes and pick the right chatbot provider (ahem, maybe consider Ebbot? 😇).
About Ebbot 🤖
Ebbot is a Swedish tech company specializing in Conversational AI, with live chat and AI chatbot solutions as our flagship products. Powered by advanced AI technology, our platform offers tools to automate customer interactions, enhance service efficiency, and deliver exceptional user experiences.