I’m sorry if this offends you, but it's true. Your chatbot may be good at finding information or processing simple requests for your customers, but it is not great at resolving their queries.
Info-bots and transact bots are not designed to deliver one-touch customer service. Customer queries vary too much, and every customer’s situation is different. As a result, most customer service queries end up being resolved by a human, either via live chat or a callback.
Ask yourself: what is your chatbot actually doing? Customer service is not just dishing up FAQs or links to documents on your website. It’s about asking specific questions, offering relevant answers, and triggering the right actions, from beginning to end, and across channels.
You may think your chatbot is a great idea, but it is frustrating your customers because it requires them to know what they are asking for so your bot will understand. It then serves them up generic articles and asks them to rate how it helped. Your users are not receiving a great customer experience and often feel like the bot simply wastes their time.
You need a specialist service bot capable of offering your customers hyper-personalised service conversations that result in resolved sales or support queries, first touch.
CLEVVA is an award-winning technology that enables low-coding teams to build, deploy and maintain digital self-service experts. These digital experts perform just like human experts, resolving customer queries, issues and complaints in context and in line with business rules. Plus, they can do it across all your digital self-service channels.
Here are reasons you may need to reconsider your current (cute little) chatbot.
Your chatbot is not deflecting enough calls away from the contact centre
You may be able to offer your customers a chatbot that acts like a smart librarian, but the reality is that all roads still lead back to an agent in your contact centre. Chatbots are question answer machines – they are designed to handle specific requests where there is a clear answer. The answers to context-specific service queries are seldom simple. You need to analyse them first, and then come up with a solution that works for your customer and your business. As a result, most queries that start with your chatbot end up with your contact centre anyway.
Your chatbot is actually driving traffic to your contact centre agents and frustrating the customer along the way.
Specialist service bots, or digital experts, will stop your customers from reaching for the phone. They will resolve their queries on the spot, either via your website, mobile app, WhatsApp or e-mail channels. And they will give your agents more time to have meaningful service conversations.
You fear your chatbot can go rogue on you
A self-learning chatbot sounds like the perfect answer to digital self-service. It can speak your customer’s language, and is able to learn and adjust to every customer based on their choices and data. The more conversations it has with your customer, the smarter it gets. That is, unless you operate in a compliance-regulated environment, where rules limit what your chatbot can and can’t say and do. Plus, you need to be able to prove that your chatbot engaged with your customers in a compliant way. In these industries, self-learning and adapting chatbots pose a major compliance risk.
You need to trust that your bot will get it right, every time!
Self-learning chatbot brains are like a 'black box.' You struggle to see how it is working inside. While you can point it to your knowledge base and guide its thinking with decision trees, you are never sure how it will respond to different customers. This makes it very challenging when you need to ensure every engagement is handled in line with your specific sales and support formula, while still adjusting dynamically to each customer and situation.
Your chatbot is not very clever
Chatbots tend to be simple question answer machines. A customer requests something, the bot predicts the answer from its knowledge base and then asks the customer to tell it if its prediction was correct. It then learns and improves based on the customer’s response. It is limited to the answers it has, and can’t easily adjust to each customer’s situation. And it can’t help the customer work out their problem or understand their needs – it needs them to know this.
Customers that have service queries seldom know exactly what they want. Most times they need help to analyse their situation, needs or problem. And only then do they need help identifying the right solution and taking the right actions.
An expert is someone who can help you with your issue, not just identify the solution. They know what questions to ask to lead you to the right outcome. They take control of the engagement, while letting you steer the direction. Most chatbots rely on the customer to drive the conversation. That's why most chatbots are awful at resolving customer queries.
Your chatbot can't assist across your digital channels
Customer experience should be consistently excellent across the multiple unassisted and assisted channels. Whether a customer deals with an online assistant, chats via WhatsApp or email, or speaks to a contact centre agent, their request should be handled promptly, guided by the same journey that reaches the same outcomes, irrespective of the channel.
A chatbot is typically designed to service customers via a single digital channel. If a customer chooses a different channel, they will be serviced by a different digital assistant or a live agent. Each one is built and maintained by different teams using different logic. No digital conversation is ever the same. That’s why your customers are so desperate to exit your chatbot, so they can speak to an agent.
Your customers don’t trust the answers they get, because every channel gives them a different answer.
Your chatbot isn't resolving the customer's query in one-touch
Consumers want to engage with businesses, where they are, on the channels that suit them. They also expect to get their query resolved within that channel. They don’t want to always be forced to switch channels. Yet most chatbots can only offer you information, but as soon as you want to action this information they hand you off to an agent. They are not designed to complete the last mile. This makes customers want to bypass them and go straight to someone who can resolve their query in one touch.
Your service journey should be fully automated and not require a human to be added into the loop.
If your chatbot is unable to resolve your customer’s queries, issues and complaints in context, the first time, then perhaps it's time to consider one that can.
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