Chatbots and more and more businesses exploring using this technology are playing an significant part in marketing and client involvement,. We are witnessing explosive growth in its popularity either using chatbots or intending to implement their use.
It is no wonder that the chatbot marketplace is seeing such an impressive growth in worth (according to some reports, it will rise in value from $703 million to $3,172 million in 2021 — that is a compound yearly growth rate of 35.2% between 2016 and 2021) since chatbot technology has an important role for businesses seeking to reevaluate their engagements with millennials, as they put a much greater value on technologies in their interactions with more brands compared to their older counterparts.
The advantages of chatbot technology are far-reaching. Companies gain a valuable insight into customer behavior, to enable targeted communications, and customers can benefit from a greater level of support — when the technology is employed.
What are a few of the key things that companies need to consider if they want their chatbots to work for them?
Positioning is critical.
This means that tasks given to some chatbot should have parameters — that is, a set of principles that they can work inside — which allow value to be enhanced by a chatbot for your brand in addition to for your client. If principles are ambiguous or complicated the chatbot won’t be able to react to customers suitably, which affect on the reputation of a brand — and could frustrate customers.
Transparency is a critical consideration
Customers should understand when they interact with a new if they are talking to a person or a bot. This was highlighted by study conducted by Pega earlier this season, that revealed that 77% of consumers could wish to know when they had been speaking to a bot or human online.
As well as knowing when they’re currently talking to a bot, clients also have to find that there is a clear benefit to this selection of communication — from 24/7 access to client service, to guidance towards the information for.
Understand the advantages
It’s essential that companies reevaluate chatbot technology for what it’s — that may seem like an obvious point to make, but it’s a frequent misconception that “robots are taking over”, so it is worth mentioning that chatbots are an support to human interaction, not a replacement for it.
Chatbots should never come at the expense of the human touch
Onboarding chatbots shouldn’t come at the expense of the individual touch — that is something that customers value when adopting chatbots so should not be sacrificed. Rather, they should be used to help humans do their job even more efficiently, to further drive satisfaction.
It is crucial that issues can be escalated to operatives in case a chatbot is not able to resolve a customer issue. Before chatbots that are onboarding, it is thus important for employees to understand how this ability can be quickly moved to a human operative, and that which decisions are assigned to robots.
Consider the handover
The need for seamless handovers from robots to people is part of a larger consideration that firms need to take into entire customer engagement systems , specifically, the integration of chatbots into consideration. The whole experience should be smooth, which demands the communication approach to be designed.
The responses that a chatbot uses when interacting with customers should fit perfectly into the rest of your organization’s communication strategy, concerning tone and style, for instance.
Empathy and credibility
In addition to communication participate with customers and chatbots will need to demonstrate empathy. Interactions must be carried out in the exact same way that a real human would. The decision plans it’s directed determine to a fantastic extent a chatbot to respond authentically’s capability by.
The ability of a chatbot to respond authentically is determinedby the decision strategies it is guided by
These strategies will need to be carefully thought out, offer the best customer experience and to be certain the brand is represented by them correctly. For example, in Pega, the Customer Decision Hub is configured to determine Next Greatest Actions.
This assists bots to determine how they ought to respond to customers.
In order to successfully incorporate chatbots companies have to keep in mind that this technology has to enhance the consumer experience and help to drive a brand’s reputation for excellence.
Chatbots have to be suitably configured fit seamlessly into the rest of the systems of the company and to deliver appropriate responses. In an era where online security and transparency of data usage is at the forefront of the minds of everyone, it’s also critical if clients are to put their trust to guarantee.