Chatbots are the new-age digital assistants who can help you with various tasks, from booking appointments to ordering food. While they’re still in their infancy, chatbots are slowly becoming more and more common as companies race to adopt them.
Some experts worldwide have surveyed 4,000 consumers worldwide to learn more about their attitudes toward chatbots. The results showed that 66% of respondents would be willing to talk with a chatbot for an hour or longer each week if they could do so without paying anything.
A further 63% said they would prefer interacting with a chatbot rather than speaking with someone over the phone.
The below infographic also showcases the chatbot benefits and their use cases today.
So, it’s very evident that chatbots are the future of business, customer support, and more. But, there are a few practices that you should follow to make sure your Chatbot is delivering the best possible user experience.
Any guesses what? Read here.
Top Chatbot Practices for 2022
1. Define Your Objectives for the Chatbot
The first and foremost step in chatbot development is to know why you need a chatbot. What are your business goals? Once you know that, it will be easier to determine what features your Chatbot should have.
For instance, if you want to use a chatbot for lead generation, then it should be able to collect contact information. If you’re going to use it for customer support, then it should be able to answer common questions and queries.
If you’re not sure what your chatbot objectives are, take some time to experiment with different possibilities. There are infinite possibilities in the chatbot world.
The best way to figure out how to use a chatbot is by trying them out. Start small, and once you see the results of your efforts, you can start scaling up.
2. Give Chatbot a Personality for Better Engagement
A chatbot’s personality should be in line with your brand’s identity. It should be able to engage with users naturally and humanly.
People like it when they feel like they are talking to another person, not a machine. So, give your Chatbot a name and make sure its responses sound natural.
Here are a few examples:
User: Hi, I’m looking for a pair of shoes.
(Chatbot) Alex: Hi there! I would be happy to help you find the perfect pair of shoes. What is your budget?
User: $100
(Chatbot) Alex: Okay, let me see what I can find for you.
Or,
User: I’m looking for a gift for my mom.
(Chatbot) Alex: What is your mom’s favorite type of jewelry?
User: She likes rings.
(Chatbot) Alex: Okay, let me see what I can find for you.
As you can see, in both cases, the Chatbot is engaging in a conversation that feels natural.
When users feel like they are talking to another person, they are more likely to trust the Chatbot and be open to its suggestions.
Of course, you don’t want your Chatbot to sound too human. Users should be able to tell that they are talking to a chatbot and not a real person. If your Chatbot sounds too human, it will come across as creepy. So, strike a balance between sounding human and sounding like a machine.
Here are a few major things to keep in mind:
– Use short, simple sentences.
– Avoid using slang or jargon.
– Use a friendly, positive tone.
– Be consistent with the personality you choose for your Chatbot.
These are just little things to keep in mind when giving your Chatbot a personality. So, keep them in mind, and you’ll be on your way to creating a chatbot with personality.
3. First Impression Matters, Focus On It
The first impression is significant everywhere. The same implies to chatbots too.
When users interact with your Chatbot for the first time, they will form an opinion about it based on that first interaction.
If the first impression is positive, they are more likely to continue using the Chatbot. But, if the first impression is negative, they are less likely to use it again.
So, how can you ensure that your Chatbot makes an excellent first impression?
Here are a few essential things to keep in mind:
– Make sure the Chatbot is easy to use.
– The Chatbot should be able to answer common questions.
– Use engaging visuals and graphics.
– Use positive language.
– Be responsive to user input.
These are just simple things to keep in mind when creating your Chatbot. Remember, the goal is to make sure that it makes an excellent first impression on users.
4. Keep Chatbot Simple for Easy Understanding
Always keep your Chatbot simple. A complex chatbot is more likely to frustrate users than a simple one. When users are trying to accomplish a task, they don’t want to waste time figuring out how to use the Chatbot. They want to get the task done as quickly and efficiently as possible. So, make sure that your Chatbot is easy to use and understand.
Make a note of these few things:
– Use short, simple, and clear sentences.
– Avoid using slang or jargon.
– Use a positive tone while chatting.
– Be responsive to user input.
So, these are a few things to keep in mind when creating your Chatbot. Always try to keep it as simple as possible for the best results.
5. Be Careful About Quick Replies
Quick replies are a great way to ensure that your Chatbot is easy to use. They can help users get the information they need quickly and easily. However, you have to be careful about how you use quick replies. Using too many quick replies can make the Chatbot seem like a choose your own adventure game.
This can be a little confusing and frustrating for users. So, use quick replies sparingly and only when they will help the user.
Here are a few major things about quick replies:
– Use clear and concise labels for quick replies.
– Use quick replies sparingly.
– Only use quick replies when they help the user.
Keep these simple things in mind, you’ll be on your way to using quick replies effectively.
6. Always Use Fallback for Unrecognized Input
Fallback means having a plan for when the Chatbot doesn’t understand what the user is saying. It is essential because it can happen more often than you think.
No matter how good your Chatbot is, there will always be times when it doesn’t understand what the user is saying. When this happens, you should have a fallback plan. The fallback should be something that helps the user accomplish their task.
For example, if the Chatbot doesn’t understand the user’s input, you could provide a list of options for the user to choose from. It will assist the user get back on the right track and avoiding frustration.
Here are a few essential things to keep in mind:
– Always have a fallback plan.
– The fallback should help the user accomplish their task.
– Be creative with your fallback plan.
With these points in mind, you’ll be on your way to using fallback effectively.
7. Re-engage Your Users for Better ROI
Re-engaging your users is a great way to get more out of your Chatbot. When you re-engage your users, you remind them of the Chatbot and its capabilities. This can be helpful if they haven’t used the Chatbot in a while or need help with a task. Your users can also help you get more out of your Chatbot.
For example, if you have a chatbot for customer service, re-engaging your users can help you resolve more issues.
Here are a few major things to keep in mind:
– Re-engage your users regularly by sending reminders.
– Re-engaging your users can help you resolve more issues.
– Use re-engagement as an opportunity to improve the Chatbot.
These are some major benefits of re-engaging your users. So, keep these things in mind, and you’ll be on your way to getting more out of your Chatbot.
8. Track Your Chatbot to Analyze the Data
Tracking your Chatbot is a great way to get insights into its use. This data can be helpful in many ways. It can help you see what users are saying to the Chatbot, how often they use it, and what tasks they are trying to accomplish.
This data can be used to improve the Chatbot. For example, if you see that users have trouble with a specific task, you can change the Chatbot to make it easier.
Below are a few essential things to keep in mind:
– Use data from your Chatbot to improve it.
– Collect data on how users are using the Chatbot.
– Use data to understand what tasks users are trying to accomplish.
This data is vital and can improve your Chatbot. So, keep these things in mind when tracking your chatbot performance.
9. Be Upfront About Bot Functionality
Be upfront about what your website Chatbot can and cannot do. It will help set user expectations and avoid frustration. It is essential to be clear about the Chatbot’s capabilities from the beginning. This way, users will know what to expect, and they won’t be disappointed if the Chatbot doesn’t do something that they want it to do.
Here are a few significant things to keep in mind:
– Be clear about the capabilities of the Chatbot from the beginning.
– Set user expectations early on.
– Avoid frustration by being upfront about what the Chatbot can and cannot do.
10. Hire a Professional for Better Results
If you want to create a high-quality and user-friendly chatbot, it is best to hire a professional.
A professional chatbot development company will have the experience and expertise to create a chatbot that meets your needs.
They will also be able to help you track and analyze the data from your Chatbot so that you can improve it over time.
Here are a few vital things to keep in mind while hiring:
– Consider your needs when hiring a chatbot development company.
– Make sure the company has experience in creating high-quality chatbots.
– Ask about their data tracking and analysis capabilities.
– Get a sense of their customer service and support.
By keeping these things in mind, you’ll be on your way to hiring a chatbot development company that can help you create a great chatbot.
Read Also: Top 5 Agile Software Development Methodologies 2022
Conclusion
So, all these are the best practices you should follow while developing a chatbot. If you keep these major things in mind, you will create an excellent chatbot for your business.
If you want to develop a business chatbot but don’t have the time or resources to do it yourself, consider hiring chatbot development companies in India as shared in the above practices.
Do you have any other chatbot best practices to add? Please share them in the comments below. We’d love to hear from you.
Thanks for Reading!
