It feels like more often than not, I’m seeing some form of chatbot on nearly every website I visit. As someone in digital marketing, I get the use of them, but even with that knowledge, I find myself getting bothered by them from time to time.
For me they can feel ingenuine depending on how they’re executed. I see a lot of bots claiming to be someone from a sales team that’s “Ready to chat with you NOW” and I have a hard time believing that unless the company is enterprise level and can afford a customer care team that is truly on constant standby.
I think a reason we see these bots that are either ingenuine or without much use is because it’s got the force of the fad behind it. Chatbots are very talked about (this blog post is proof), and so many people chase the buzz without stopping to think about if something like a bot is actually worth it.
So here are some good reasons to use a chatbot:
I don’t like to focus on the negative, but given the fact that some people may flat out hate a chatbot in certain places and on certain types of pages, it’s something that absolutely needs discussion.
Don’t use a chatbot if:
In general, a chatbot is good for taking over simple processes, to help users avoid having to wait for an answer or solution. The key is to be forthcoming with what the chatbot can actually do for a user and not make it seem like something more than it actually is.