Everything today is about marketing, and the sooner we acknowledge that the sooner we will start generating better results. With that said, chatbots are something that is getting high popularity in the world of marketing, and rightfully so. Their purpose is to make everything much more pleasant and comfortable for the users, to deal with various other tasks, and even provide recommendations on user preferences. All this just boosts productivity, and it’s no wonder why today, so many businesses are looking at chatbots as a must thing to have. But even so, there are still some things that often get overlooked. That is why we will now further discuss and present the most usual mistakes you need to avoid in chatbots marketing, and for those who want to find out more about what chatbots are and how to get the best out of them, check FC-NETWORKS, and get all the necessary info.
1. Avoiding to tell that the bot is not a person
Keep in mind that the users do not have enough experience in these types of situations, so they might not notice that they are communicating with a robot and not a real person. When users/customers realize that they are chatting with a robot, they can feel tricked or disappointed, and although that may seem like something not that relevant in the beginning, it can actually be a huge problem, as no one wants to disappoint their users or provide them some false or incomplete info, not to mention to deceive them in any way. That is why clearly highlighting that it is a chatbot could save you some time and trouble, and that is not that difficult to achieve, unlike getting trust from customers.
You can do that by giving the name to the bot that will reveal that it is not a person, or, even better, to add a short description that will further explain everything to users. When it comes to professionals or people who have more experience, that is not needed because they can notice it quickly, but regular people may find it insulting since chatting is something intimate for them, and they want to know with whom they are chatting. Since avoiding all possible unpleasant situations is quite simple, there is no real reason not to do it. It will provide a better relationship with your users, make them feel important, and create a better and stronger bond between your business and customers.
2. Long answers
The whole point of chat windows is to make it easier for users to access the information they need without reading the full text. And this is where most people make a mistake. Although everything is explained in the text, many people often do not have time to read it, so they need help to get the necessary information. Since that’s the case, it is not a good idea to make the chatbot answers too long since the users will not find it helpful at all, and the majority will most likely just close the chat window without even reading the whole message.
A precise and concise answer could do wonders for your business, and just try to be in that user’s shoes. You would want to read a message that is way too long, going in circles and not providing necessary information, so why would they? To avoid that, try to create those messages to meet the needs of the user, and you can do that by creating a message that will not take up more than a third of the chat window, and, once again, it is crucial to be precise. The customers need to get all the necessary information, and the chatbot’s answers need to satisfy them. Once the users find those messages too long or too extensive, they will leave the chat, and you will lose a potential client.
3. Skip to test the bot
Chatbots are still a new technology that is advancing, and there is a lot to learn about them and many ways to improve them. They already can do so many things, from communication with real people to finishing marketing tasks, but it is expected that they will be capable of much more in the future. One of the common mistakes is putting the bot on the website without testing it. Keep in mind that testing is not necessarily a hard task that will take too much of your time or that requires professionals since it is enough to find a few friends and ask them to try to communicate with the bot. If your friends think that the chatbot is providing the right answers, then it is ready, and on the other hand, if they are not satisfied, you should find a professional to fix the problems. The way to get the best results from testing is to ask regular people to test it, as they will provide the best insight on the matter at hand, as chatbots will, in more than 80% of cases, deal with people with exact or similar experience as theirs. This is a crucial step in any business, and testing is the final step before you go public, which is all the more reason not to skip it.
4. Robotic voice
Many chatbots have voice control, and they have the option of saying the answer instead of writing it down, which can be pretty helpful for visually impaired people who are solely relying on hearing. Because of that, it is necessary to give them a pleasant and engaging tone of voice that customers will be happy to hear. Many people can find a robotic voice too creepy, and it can cause discomfort, which is nothing strange as we are still not that used to hearing it, so the best thing is to avoid it. Try as many voices as you can to find the perfect one since it is a very significant step, and every business owner wants their customers to feel good, especially when they are browsing through their website. Once again, testing can be of great importance, as you will exactly know which voice suits customers the most.