5 Mistakes in Using Self-Service Chatbots

Customers demand regarding the relationship with brands is increasing every day. In addition, with the significant raise in contacts made, it is essential to develop alternatives to efficiently meet this demand. This is where self-service with chatbots can become an important differentiator for your business.

In fact, the solution is already well liked by consumers. Pegasystems, for example, has researched about the most beneficial features of chatbot for consumers. Among them, the following stood out:

  • Fast self-service, with 56%;
  • Service available in alternative times of the day/week, with 37%;
  • Convenience, with 36%.

Despite the positive aspects of self-service chatbots for customers, the solution still bumps into limitations and errors that undermine the customer experience.

5 Mistakes in Using Self-Service Chatbots

Meet 5 mistakes that should be avoided when implementing technology in your business!

  1. Market Mismatch

One of the main problems with chatbots is that many are developed without being in line with market expectations. The tool ends up being used only to “cover” a high demand for customer service investments. On the other hand, customer experience, personalization and humanization of the contact are left aside.

In order to overcome this challenge, it is important for chatbot to use data intelligence and machine learning, which ensures that the software will keep on improving and delivering a satisfying customer experience.

  1. Lack of tool integration

A company can have several tools that store valuable information about the buying process and the customers, such as Customer Relationship Management (CRM) systems.

This software stores all customer database history. This is information that can be useful for the bot to provide a more customized, intelligent and relevant customer experience.

  1. Not training professionals

When investing in chatbots, many companies forget the importance of keeping trained the customer care service employees. Many of these professionals perform services via social networks, telephone and WhatsApp, being essential to maintain excellence in these contacts.

Self-service is beneficial precisely because it allows more complex demands to be addressed to human attendants. Meanwhile, bots resolve simpler requests, which decongest service channels.

  1. Devalue people importance

It is not because a company is adopting self-service technologies via chatbot that it should devalue human professionals. Therefore, it is worth highlighting the importance of humanized care. After all, it is necessary to use the bot as a tool, not abandoning human attendants.

These professionals must address more complex demands and be present when bots are unable to solve the request. Hence, they are critical for a successful customer care service department.

  1. Not adopting the correct tone

In the case of chatbots, one possible difficulty is to set the tone of the communication. For doing this, it is important to map the target’s profile and invest in machine learning. Then, the software is able to improve as it performs more calls.

How to choose a self-service tool?

With these challenges in mind, many organizations have doubts about how to choose the most suitable self-service tool for them. The ideal is to look for an experienced company which offers customized solutions.

OlosChannel, for example, is an omnichannel platform that includes a variety of self-service solutions such as IVR, chatbots, and digital agents. All in order to optimize the customer care service and to make the process more agile and efficient.

In addition, the system has other features, such as Olos Web Interactive (OWI), an exclusive technology from Olos. It is a visual, sonorous and interactive platform that performs a range of functions such as billing, sales, customer service, demonstrations, data collection, negotiations and others.

Our tool uses data intelligence to improve over time and provide a more complete and personalized customer self-service. Want to know more about it? Chat with our experts and ask for a demo!

Leave a Reply