Technology is your friend. You have an obligation to your readers to use every possible means to interact with them or, what are you afraid of? These are some of the comments I’ve received when I asked a few friends if I should put a chatbot on my blog.
In case you don’t know, a “chatbot” is a computer program designed to simulate conversation with human users, especially over the Internet.
“It will increase your reader engagement”. “People will think you are actually there typing answers to them”. “It keeps readers on your blog longer, you should add one”.
Listen, being in the customer service industry all these years, and training countless employees in better and more effective ways to interact with our customers, has prevented me from trying to “stimulate conversation with human users”. What the heck does that mean?
Here are my 3 reasons why I’ll never put a chatbot on my blog.
You may be able to increase the initial interaction with a visitor to your blog or website with a seemingly innocent box that pops-up on the lower right hand side of your page asking “do you have any questions I can help you with?” or some other drivel, but how many people fall for something like that?
That’s the problem, many do. I wrote about it in a previous post where I fell for this myself.
Do people think that you or one of your minions are actually sitting at a desk just waiting for someone to click in your chatbot box and ask a question that will be immediately answered by you?
>>> Get Your FREE eBook: “35 Reasons Why You’re Not a Good Leader”
Do you really want to fool your customer with this? What happens when your reader realizes this is only a computer program and not you? They get upset. They’re left with that same feeling as when they call someone on the phone and they hear “hello, hello…are you there?” “Ha, only kidding, I’m not here now, leave a message…”
I’ve gotten a message like this a few times and it ticks me off, really does. What about you?
Great customer service is personal, it’s adaptable and customer tailored to the individual and situation. But chatbots aren’t.
Sure, the computer program uses algorithms and keywords to “personalize the message” and provide answers based on the questions asked but it can never truly enter into a conversation focused on how a businesses’ service or product fell short or failed to live up to the advertised hype.
3. Full of Cr*p
We should strive for being known for honesty, fairness and morals second to none. One can’t go through life being praised as a “good man or women” then install a fake computer program on your site with the intent of simulating conversation with human users. That doesn’t fly with me.
As Tony Montana famously said in the movie Scarface, “You come into this world with 2 things, your word and your b*lls, and I’m not going to break them for anybody”.
Seems like good advice, no?
Copyright © 2017 Steve DiGioia