MOST FREQUENT MESSENGER CHATBOT MISTAKES

What goals do you want to achieve by using a chatbot? Do you want to increase sales? Automate customer service? Or did you create chatbot just because it is trending but you do not quite understand why you need it?

A clear goal will help you to create more value for your consumers and allow you to create a better user experience. When you know what your goal is, you will apply various chatbot features and capabilities effectively.

To ensure good user experience, it is necessary to inform the consumer that he is interacting with the chatbot and present what he can expect from it.

At first, let the chatbot introduce itself and explain its functions. By providing the consumer with clear information on how to communicate with the chatbot, the communication will be more effective.

Pay attention to the welcome message when introducing the chatbot. The first message will make a first impression for consumer and will determine whether he wants to continue messaging.

When you encourage consumer to do some kind of interaction, ensure that the bot will respond to it even if it is done in another way. For example, if you provide a quick response button, chatbot also has to recognize the answer when consumer types in response manually.

Do not leave consumers stuck in a messaging session when the chatbot gets different response than expected and stops responding.

The character gives your chatbot authenticity and encourages user engagement. When a chatbot is personified and has its own style, consumers spend more time in the chat. Warm and pleasant communication style makes consumers feel more comfortable.

To create a unique character for your chatbot, answer the following questions: What would your brand be if it were a fictional character? Would it be an animal, or maybe a human? Robot? Is it male, female, or neutral? What would be the tone and style of his communication?

The answers to these questions will help you develop the chatbot character and make it more acceptable for your consumer.

Buttons is one of the key elements of user experience improvement. They allow the user to reply much faster than typing manually. Nowadays, users need convenience and speed, and that’s what quick reply buttons are made for.

Buttons are also a great way to put a user into context and help him to understand what kind of response is expected.

Chatbot analytics platform Dashbot has found out that people spend more time on chatbots that have quick reply buttons than those that need to type answers manually.

Never send too long text messages in Messenger. Not only they are difficult to read, but they can scare the user away because of too many information. Information needs to be presented as interactively as possible. Try splitting long texts into several messages, include more visuals and of course, engage the user as much as you can.

Chatbots should be designed to handle a misunderstanding at any point in conversation. This means that a default message must to be sent in case of misunderstanding. This would allow user to continue conversation without starting from the beginning.

If the chatbot notices too many keywords that might trigger different responses, it should first ask and additional question to find out what user is really expecting. This is a great way to avoid misunderstandings and to ensure that chatbot answers correctly.

It is important to gather and analyze data in case to reduce the chances of incorrect answers.

Even if you’ve spent a lot of time testing chatbot before release, do not forget to take some time and analyze the data. Check how chatbot handles various requests, where consumers drop off and make changes to optimize weak points. Focus on creating the best user experience and users will definitely engage with your chatbot.

Messaging apps are one of the most personal communication channels. People use it to communicate with their friends and family. This means that users are not used to receiving promotional messages in Messenger. Use this channel very carefully and avoid spamming, do not send messages too often, because it will lower your open and click rates.