{"id":25455,"date":"2021-11-18T14:35:28","date_gmt":"2021-11-18T14:35:28","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2021\/11\/18\/common-chatbot-mistakes\/"},"modified":"2023-09-28T09:33:18","modified_gmt":"2023-09-28T09:33:18","slug":"common-chatbot-mistakes","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/common-chatbot-mistakes\/","title":{"rendered":"9 Common Chatbot Mistakes That Are Making You Lose Customers"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"25455\" class=\"elementor elementor-25455\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-25eeb2e4 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"25eeb2e4\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-711503c0\" data-id=\"711503c0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6f41f5dd elementor-widget elementor-widget-text-editor\" data-id=\"6f41f5dd\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This goes without saying &#8211; when you start using a chatbot, knowingly or unknowingly, you make the common chatbot mistakes!<\/p><p>If you don\u2019t believe this, quickly rethink the reason why you\u2019re reading this <strong>\u201cChatbot Mistakes\u201d<\/strong> article! Makes sense, right?<\/p><p>Chatbots have become the revolutionary game-changer for businesses and customer service agents today! Since its first introduction in 1966, chatbots have come a long way. Today we are at a phase where the transition is happening from chatbots to AI chatbots, a more advanced chatbot using artificial intelligence.<\/p><p>Chatbots are being used for all purposes &#8211; customer support, sales inquiry, lead generation &#8211; you name it, a chatbot can be put in place to take care of the job.<\/p><p>So, we assume that you\u2019re already using a chatbot or you\u2019re about to use one. You want to know the common chatbot mistakes beforehand to save you from all the trouble!<\/p><p>Great! Because a lot of businesses think just because they have a chatbot in place, it\u2019s all set! It actually isn\u2019t! You\u2019ve got to make sure that your chatbot really works and one part of that is identifying or preventing the common chatbot mistakes!<\/p><p>No one wants to end up as an iconic chatbot fail example! So, let\u2019s get started with it!<\/p><p>But before that, if you need to know more about chatbots, this in-depth guide can help you out!<\/p><p><em><strong><a href=\"https:\/\/simplify360.com\/blog\/ai-chatbot-guide\/\" target=\"_blank\" rel=\"noopener\">\ud83d\udc49Conversational AI Chatbots &#8211; The What, Why and Everything Else<\/a><\/strong><\/em><\/p><h2>Chatbot Mistakes You Should Avoid Making<\/h2><h3>1. A Chatbot Without a Purpose and Tone<\/h3><p>First things first!<\/p><p>Ask yourself what your chatbot is going to do once you deploy it on your website! Some might want their chatbot to handle customer service. While some want to look after marketing activities like lead generation.<\/p><p>Similarly, you should decide what the purpose of your chatbot is and make sure it sticks to it! When your chatbot is vague and offers irrelevant information, the user experience gets hit and you start to lose customers eventually!<\/p><p>And the second thing &#8211; the tone of your bot!<\/p><p>The tone your bot uses represents the tone of your brand. Make sure you take a solid approach on this &#8211; whether your chatbot is going to be formal, or friendly, or maintain a neutral tone.<\/p><p>This can have a great impact on your customers. Over a period of time, they decide whether to stick with your brand or not!<\/p><p>Today\u2019s chatbots are so advanced that you can create one for your business in no time. If you\u2019re quite new to chatbots, you should consider going with <a href=\"https:\/\/simplify360.com\/ai-bots\/\" target=\"_blank\" rel=\"noopener\">SimplyBot<\/a>, one of the best AI chatbots around!<\/p><p>The team takes care of the end-to-end customization and gives you a ready to deploy chatbot for your website &#8211; no matter what your business needs are!<\/p><h3>2. Don&#8217;t Make Your Users Work Too Hard<\/h3><p>Chatbots are so popular because they are fast, instantaneous and most of the time offer good customer support!<\/p><p>In fact, there\u2019s been a 92% increase in usage of chatbots since the year 2019. And chatbots have been able to handle 68.9% of conversations from start to finish in the same year. That\u2019s probably because the chatbot had a clear purpose and didn\u2019t make customers work too hard!<\/p><p>Here\u2019s an even clear explanation &#8211; never let your customer think hard of what he\/she should do next. The assistance journey should be seamless, smooth and customers should be able to sort things out on their own unless and until a human intervention is needed!<\/p><p>Simply said, your user shouldn\u2019t be feeling like this!<\/p><p><img fetchpriority=\"high\" decoding=\"async\" src=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/stuck-in-loop.gif\" alt=\"Mr\" width=\"480\" height=\"360\" \/><\/p><p>To fix this, make sure you always,<\/p><ul><li><strong>Make the next step clear<\/strong> &#8211; Make use of instant replies and buttons to make the journey easy for the customer. Make sure there\u2019s always a way for them to interact further and there\u2019s no dead end in the conversation until the issue gets resolved.<\/li><li><strong>Give clear instructions for first-time users &#8211;<\/strong> You never know when some customer who is completely new to chatbots might land on your website. You need to help them by giving them even clear instructions. For example, if a user is supposed to type in the query, consider putting that out as a message! This way, the journey is smooth and they don\u2019t have to get frustrated!<\/li><li><strong>Give links to FAQs and Articles &#8211;<\/strong> \u00a0It\u2019s always good to come up with links to relevant FAQs, articles and even landing pages if necessary. This helps the user get what they need on a self-serve approach without having to wait for a support agent.<\/li><\/ul><p>This chatbot from Crelio Health is a perfect example for this!<\/p><p><img decoding=\"async\" src=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/crelio-health-chatbot.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/crelio-health-chatbot.png\" alt=\"\" width=\"372\" height=\"450\" \/><\/p><p>Following the above steps will help your users enjoy a smooth chatbot conversation experience! That\u2019s the whole point, right?<\/p><h3>3. Let Users Know They Are Speaking With a Chatbot<\/h3><p>Most businesses shy away from telling the user that the conversation is happening with a chatbot! It\u2019s because they are unsure how the user might feel about this and don\u2019t want the user experience to get sabotaged!<\/p><p><em><strong>\u201cA recent study by Drift revealed that an approximate 87% of consumers in 2021 have had positive or neutral experiences with chatbots!\u201d<\/strong><\/em><\/p><p>Users don\u2019t hesitate to talk to a chatbot as long as they know it\u2019s a chatbot. Because when they think the conversation is with a human, they expect the best responses and solutions.<\/p><p>But when it comes to chatbots, they cut some slack! Your customers understand that a chatbot can do only so much! It\u2019s best when your chatbot greets your customer and introduces itself to avoid any sort of misunderstanding!<\/p><p>Plumhq does this great! They clearly tell the user that their conversation is with a chatbot!<\/p><p><img decoding=\"async\" src=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/plumhq-chatbot.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/plumhq-chatbot.png\" alt=\"Plumhq\" width=\"374\" height=\"467\" \/><\/p><p>Even though it doesn\u2019t state that it is a bot in the message, the user can figure it out by just looking at it!<\/p><h3>4. Not Having a Name or Personality Is Another Common Chatbot Mistake<\/h3><p>Since we were talking about the chatbot greeting your customers, wouldn\u2019t it be kind of weird when your chatbot doesn\u2019t have a name or personality to it?<\/p><p>That said, most businesses today make sure that their chatbot has a name! The reason, it brings the customers a step closer to them. Also, chatbots with names are easy to remember and give a human-human conversation feeling &#8211; user experience nailed!<\/p><p>To help you understand better, why do you think conversational AI chatbots like Siri or Alexa are so popular? It\u2019s because they have a name and a personality!<\/p><p>Here are a couple of names for your bot &#8211; April, Ela, Abby and Anna.<\/p><p>Looking for more name suggestions for your chatbot?<\/p><p><a href=\"https:\/\/www.soocial.com\/chatbot-names\/\" target=\"_blank\" rel=\"noopener\"> This read has 400+ super cool chatbot names!<\/a><\/p><h3>5. Your Chatbot Sounds &#8220;Too Robotic&#8221;<\/h3><p>Yes. We do get the point that it\u2019s chatbots we are talking about. But if your chatbot sounds too robotic, it isn\u2019t going to work!<\/p><p>When you start creating canned responses, make sure there\u2019s warmth and empathy in the messages! Straight brutal answers with no empathy or humor can make the interaction lifeless and boring.<\/p><p>The point is even though customers are interacting with chatbots, they shouldn\u2019t feel that way!<\/p><p>For example, there\u2019s a difference between the monotonous <strong>\u201cWelcome\u201d<\/strong> and <strong>\u201cHi, How May I Help You Today?\u201d<\/strong> You get the idea, right?<\/p><p>AI chatbots do a great job here! They use Natural Language Processing and sentiment analysis to detect the context of the message and deliver more human-like responses!<\/p><h3>6. Not Routing Support Tickets to Customer Service Agents at the Right Time<\/h3><p>Remember where we were saying that chatbots can only do so much! So, what happens then?<\/p><p>There\u2019s probably a point when your chatbot comes across a query where it does not have canned responses or the workflow design to solve it.<\/p><p>At such scenarios, your customers shouldn\u2019t be left in the hang waiting for responses or assistance! Your chatbot should be able to escalate the issue to the right customer service agent.<\/p><p>Seamless bot to human transfer is one of the features of Simplybot that makes it one of the best AI chatbots around! You can customize your chatbot to escalate issues to the right person based on their role. And this is what 86% of users believe according to Consumer Experience Index.<\/p><h3>7. Test. Test. Test. Not to Fail<\/h3><p>Test your chatbot enough times before you deploy it! Remember, a chatbot can make or break a website, let alone the fact the entire business (for this to happen, it has to be disastrous though)! And It\u2019s important that you don\u2019t do this chatbot deployment mistake!<\/p><p>Put your bot through a sequence of tests (both good and bad) to avoid scenarios that could disrupt the user experience and your brand reputation.<\/p><p>Like we already said, you don\u2019t want to end up as an example for chatbot fails, do you?<\/p><p>Speaking of chatbot fails, when Microsoft introduced its artificial intelligent chatbot named Tay on Twitter, it took less than 16 hours for the chatbot to go from <strong>\u201cHumans are Supercool\u201d<\/strong> to <strong>\u201cchill im a nice person! I just hate everybody\u201d<\/strong>. Microsoft eventually had to shut down the chatbot immediately!<\/p><p><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/tay-microsoft-ai-chatbot-mistake.png\" sizes=\"(max-width:\" srcset=\"https:\/\/simplify360.com\/blog\/wp-content\/uploads\/2021\/11\/tay-microsoft-ai-chatbot-mistake.png\" alt=\"Microsoft's\" width=\"353\" height=\"169\" \/><\/p><p><em>Image Source: Hacker News<\/em><\/p><p><a href=\"https:\/\/www.theverge.com\/2016\/3\/24\/11297050\/tay-microsoft-chatbot-racist\" target=\"_blank\" rel=\"noopener\">You can know more about it here!<\/a><\/p><p>That\u2019s what happens when you don\u2019t do enough testing! But luckily, today\u2019s bots are so advanced and you don\u2019t have to worry about such scenarios. It\u2019s just that you need to test it adequate times before you make it live.<\/p><h3>8. Constantly Monitor and Make Changes Accordingly<\/h3><p>This is one of the most common chatbot mistakes companies do. When they deploy a chatbot, they think it\u2019s all set and turn their backs on the bot! They go into a \u201cset and forget mode\u201d which is totally not good!<\/p><p>There\u2019s no way you can think about all kinds of scenarios and come up with canned responses for the same initially! Constant monitoring can help you understand how you can make your chatbot deliver better customer service and identify any kinds of errors or bugs during the development phase!<\/p><h3>9. Not Using An AI Chatbot Is a Big Chatbot Mistake<\/h3><p>We\u2019re down to the last chatbot mistake on our list! Yes. Like the title says, not using an AI chatbot is another mistake that you don\u2019t want to make!<\/p><p>Speaking of mistakes, here are <em><strong><a href=\"https:\/\/simplify360.com\/blog\/chatbot-fails\/\" target=\"_blank\" rel=\"noopener\">5 reasons why chatbots fail and how to avoid them!<\/a> <\/strong><\/em>Okay, let&#8217;s get back to business!<\/p><p>Chatbots are efficient &#8211; no doubt about it!\u00a0 But AI chatbots take the experience to a whole new level!<\/p><p>They use Natural Language Processing, Machine Learning and Sentiment Analysis to understand the context &amp; intent of the message to deliver better responses. AI chatbots also learn constantly with the inputs they get and at a point, they start handling queries for which they aren\u2019t trained as well &#8211; no interference needed!<\/p><p>You can save all the time and effort by concentrating on more complex tasks that need your attention!<\/p><h2>The Bottom Line<\/h2><p>So, yes! We\u2019ve come across the most common chatbot mistakes that can cost you your customers.<\/p><p>Apart from this, there are also a few things should you look into like keeping your chatbot messages short, the bot is extra pushing your user to take some action, offering more options than needed and more.<\/p><p>Chatbots are known to cut down 30% costs when it comes to customer support. But it only works when you do it right!<\/p><p>Avoiding the most common chatbot mistakes will not only make the customer experience better but will also give your business the space to grow. And the best chatbots are known to do it with ease!<\/p><p>But the most important of all, make sure you use AI chatbots for your business &#8211; the difference it can make is phenomenal!<\/p><p>That said, start working on it! You never know when a small chatbot mistake can make you lose potential customers!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Chatbots have become the revolutionary game-changer for businesses and customer service agents today! Since its first introduction in 1966, chatbots have come a long way. Today we are at a phase where the transition is happening from chatbots to AI chatbots, a more advanced chatbot using artificial intelligence.<\/p>\n","protected":false},"author":15,"featured_media":25483,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[3107],"tags":[],"class_list":["post-25455","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>9 Common Chatbot Mistakes That Are Making You Lose Customers - Simplify 360<\/title>\n<meta name=\"description\" content=\"Deploying a chatbot for your website? 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