Facebook offers its pages to integrate bots into their online customer service protocols. This allows businesses to provide automated responses to customers’ frequently asked questions as well as automatically receive orders and payments. The feature can help brands build better relationships with customers and reach more people. Another way to reach more people is to Buy Real Facebook Likes for pages. However, like every other technology, these bots also have their cons. Here are a few benefits and drawbacks of using Messenger Chatbots.
Since the bots use machine learning to get to know humans better, they are able to personalize the information they give. Through this, users get the products or services list that is particularly arranged for them. Moreover, chatbots are also pretty efficient at targeting the right audience as well as adjusting to their needs. Without disrespecting the privacy of the user, bots know what the user likes, wants and needs and make suggestions accordingly at lighting speed. As of 2017, Facebook Messenger hosts more than 34,000 chatbots which shows the potential for their implementation in personalized corporate accounts on Facebook.
Also Read: What Are Chatbots And How To Use Them?
Fast and Accurate
One of the major advantages of using bots is that they offer rapid and targeted services and immediately respond to the users’ demands with precisely relevant information. This can improve the speed of communication process and eventually, increase the number of customers dealt with. Using chatbots is a win-win combination that can increase sales for the business and speed up the process for customers. To put in other words, chatbots will make your services faster by automatically booking and buying tickets, tables or rooms; as they do not need time to think and close or open tabs. This feature also comes in quite handy for new companies, where they can use the bot to instantly share the hottest news with the users. They can outrun the competitors by being the first one to report any news, which is one of the most effective psychological tricks to improve brand credibility.
No Costs and Demands
Furthermore, chatbots do not have needs and demands like human workers would; they do not eat, sleep or get tired. They are capable of working 24/7 and operating more than one requests at the same time. With chatbots, customers can immediately get the information they ask for without having to wait for the operator to be free. Also, an additional benefit to the business is the cost saving; as chatbots are not required to be paid monthly, neither do they charge more for extra work.
Suitable for only some Businesses
However, despite its various benefits, chatbots are not suitable for every business. Those businesses whose main product is providing a service benefit most from the technology. The reason for this is that customers’ requests for food delivery services, retail and travel companies, taxi and shoe shops etc., are mostly stereotyped and predictable. Hence, it is technically easier and simpler to design a cheap and accurate bot for these businesses. On the other hand, there are business-to-business brands whose clients’ support require comprehensive consultations. However, chatbots can only be programmed to answer templated questions and cannot improvise. Therefore, for this type of business, a human-to-human interaction is an essential element of customer support.
According to the Chatbots Magazine, most bots cannot bring customers further than the first couple of messages. While about 25% of the users drop off after the second message, 40% never pass the first one. This means that despite being effective and useful, chatbots rarely get a chance to demonstrate their true potential. To overcome this problem, you should not design a faceless bot, but rather a character with its own temper and style. Statistics indicate that around 60% of users who use chatbots are teenagers and 81% of the overall amount of bot users are from the United States. Keeping this mind, you should design chatbot according to your target audience. You can try A/B testing after designing the bot.
Inability to Improvise
Although bots are faster and more precise in the information they provide as compared to a human assistant, they can sometimes get confused by the users’ request. They are unable to improvise with information when needed. It is possible for chatbots to lose track of conversations and go off the topic. They do not understand sarcasm and may not reply appropriately.
– Article originally appeared on The SocioHawk blog.