Pros and Cons of Chatbots

Many companies use chatbots and for some industries, it would be silly not to. The trick is knowing if you are in one of those industries or not.

Pros

No Human Supervision Needed

ChatBots mean you don’t need to be paying for someone to be available 24/7, or even just during normal business hours; it can be extremely costly. It might not be worth it for some companies. If you can’t afford it, then you end up using a chatbot if you want your customers to have a chat option. It also makes it easier to handle a high volume without having to hire more people. These could almost count as two separate things but they tie together well. If you have a high volume of callers or chatters, you don’t have to have several different people available all the time. This is especially helpful if you don’t have a consistent flow of people but occasionally you get slammed. This also leads to additional savings when you don’t have staff to pay. Depending on the program you are using, this can be a lot of savings.

Speedy Response Time

Chatbots are instant. Customers won’t have to wait for someone to look up their account or go ask a supervisor for the answer to your question. They won’t have to sit and wait for you to find the answer, or even for you to type a response.

Cons

Only Answer Specific Questions

This is really obvious and something you can’t do anything about. There are only so many things you can program in with the limitations given by the service providers. You might also run into a problem where a customer spells something wrong and your bot can’t figure out what they need. Spelling needs to be perfect or you should program in common typos/spelling errors. They are also more likely to make mistakes because of spelling.

Lack of Human Interaction

Human interaction is huge for so many people, especially if they speak in their native tongue. This also makes it so they can’t have small chat as well while waiting for something to finish. The service is just less personable.

Are ChatBots right for you? Do your research for your industry before you make a snap decision. Let us know your thoughts in the comments below!