It’s the 21st century—customers and clients want accessibility and 24/7 answers. Many businesses rely on chatbots to start conversations and provide efficient communication. But is it effective? Learn the pros and cons of chatbots now.
What is a chatbot?
First and foremost, we must understand what a chatbot is. A chatbot is a computer program that simulates and processes human conversation. Chatbots help people communicate with digital devices like they would another person.
There are many different types of chatbots. For example, you can use a simple chatbot to answer questions with a single response or a more sophisticated one to provide a more personalized answer based on the information it gathers.
Now, let’s review the pros and cons of chatbots.
Pros
There are many pros to using a chatbot for your business, including response times and customer satisfaction.
Faster customer service
Chatbots provide quick and immediate responses, a quality most customers search for to reduce their wait time.
Appeals to an audience
In this generation, many people do not like talking on the phone, hence the convenience of chatbots. Plus, with quick answers, most clients record a higher satisfaction rate.
Varied resources and industries
A chatbot can have a set response for questions regarding your company or business. For deeper questions, chatbots have a lot of applications in many industries and have access to a broad spectrum of information.
Cons
On the other hand, chatbots cannot always provide the help a human can.
Limited query resolutions
A drawback of using a chatbot is the number of questions it can resolve. At a certain point, the bot might connect the customer to a real human to resolve the issue.
Cannot process emotions
With a limited number of replies, a chatbot can irritate a customer. However, people are typically connected with a human representative to avoid unsatisfactory experiences at that point.
Does not always provide an accurate solution
A chatbot is a machine, and machines can make mistakes. This can lead to confusing answers and unhappy clients.
Not suitable for all businesses
We must also remember that these computer programs aren’t good for every industry. Hospitals, fire departments, police and other immediate response businesses, for instance, may not see a benefit to using chats.
In a “nutt” shell
Overall, when considering the pros and cons of chatbots, we find that they can provide many benefits for simple queries, but for more complex questions, a human response remains unmatched.
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