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The success of a company also depends on the quality of customer experiences. However, many myths have arisen about using chatbots to improve customer service.
More and more companies are using chatbots in customer service. And with good reason: They automatically take over routine tasks such as ordering products, making payments, and checking the account balance.
Added to this is the growing importance of customer experience. A recent study stated that the customer experience would play a decisive role in the competition.
Chatbots benefit companies, and consumers are becoming more open to technology. A recent report revealed that consumers prefer chatbots to communicate inquiries.
Does this mean that contact centers need to deploy a chatbot and they can deliver exceptional customer experiences at every touchpoint in their customer journey?
Probably not, because such myths lead to the wrong use of bots and, ultimately, to poor customer service. Before companies can use bots to transform customer experiences, they need to be able to differentiate what bots can do and where they are limited.
Myth 1: A chatbot for all cases
One of the most widespread myths about bots is that they are actual jacks of all trades. While bots can increase efficiency and solve a long list of challenges in general across many industries, a single bot cannot do everything on its own.
Thus, the first step for companies that want to integrate bots successfully is clearly defining the problem and the desired results. The use cases should be targeted and focused.
For example, a chatbot can support customers with questions about their car insurance if it was developed for this use case. But he cannot tell customers whether they are entitled to a rental car if their own car has to undergo a time-consuming inspection.
Myth 2: Chatbots make people redundant
Another misconception is that bots are customer service superheroes who can do the agents’ jobs anytime, anywhere. True to the motto: Implement a bot and Tada; a human agent is no longer needed.
In reality, however, things are different: bots do not replace people but expand their options for action. Bots are ideal for taking on simple, repetitive tasks. In many situations, however, people are needed – for example, because of their intuition, empathy, and creative problem-solving approaches.
Does that mean that companies have to choose between bots and human employees? The answer is no. Because an actual win-win situation for companies only arises when people and machines work in harmony.
So, for example, when a customer engages in a conversation with a brand, speaking to both the bot and the agent, who interact seamlessly until the issue is resolved, the full potential of this connection unfolds.
Both benefit from this connection: the customer and the employee. Customers are satisfied because their inquiries can be processed quickly and easily – while employees are freed from time-consuming and nerve-wracking routine tasks.
This allows them to focus on more complex and meaningful tasks. In many cases, bots work in the background to help the agents find necessary information, among other things. In this way, customers can be offered the best possible service.
Myth 3: Chatbots are only for chatting
A third misconception is the widespread belief that bots are limited to text and digital channels in customer interactions. With this way of thinking, companies do not use the potential of bots.
Leading companies already offer technologies allowing bots to conduct conversations over voice channels using a standard management system. For example, Bots developed for the web can also be used as an intelligent speaker.
In addition, bots can now do more than conduct dialogues – they increasingly use ready-made and integrable processes or “micro applications.” These make life easier for the user by providing relevant content.
Bots not only help customers to reach their goals faster, they also ensure that companies benefit optimally from every single customer contact.
Myth 4: Chatbots require a lot of IT resources
The misunderstanding that companies need a large IT department and several highly qualified data scientists to use bots effectively persists but has yet to be updated.
Today, technology is at a point where companies no longer need their specialists to deploy chat and voice bots. However, launching a bot always requires thorough planning and development to ensure it meets the specific needs within the organization.
Successful bot implementations also require engaging with key stakeholders involved in the customer journey—from the contact center, sales, or marketing.
Myth 5: Chatbot providers often only offer gag contracts
It’s easy for a company to fall into a contract trap with a bot technology vendor that’s difficult to get out of, even if the technology needs to live up to expectations. However, this problem is straightforward to circumvent.
Businesses can go straight to a reputable vendor that provides tools that integrate with the best AI solutions. This allows businesses to switch between bot providers at no additional cost, minimizing risk and protecting investments in customer satisfaction.
Chatbots – more than just myths
“Digital first” is the maxim today, and companies must deliver an excellent customer experience if they want to be competitive over the long term. Automation using bots is a big step in the right direction.
However, companies must see behind the common myths to use the technologies effectively. Only then will bots enable seamless and diverse interactions that delight customers and employees alike.
Forward-thinking companies realize that, despite innovative bots, they can only realize their full potential if they ensure the technology is integrated into their contact center and customer experience functions.
Bot technology, therefore, offers real added value when it is part of a well-designed customer journey in which chat, voice, and human interactions are seamlessly linked and used at precisely the right moment.
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