Myth: Your Users Prefer Chatbots

Recent research highlighted in our course shows that users really dislike using chatbots. Although it's no shocking revelation—many of us have experienced the frustration first-hand—companies are still quick to integrate chatbots into every corner of their websites and apps. They do this under the guise of innovation, yet the result is almost universally poor: chatbots get terrible usage and fail to deliver expected returns.

Instead of forcing users to interact with a chatbot, it's far more effective to build the desired features directly into your product. For instance, if you're a bank seeking to offer users insights into their spending habits, don't make them talk to a chatbot. A simple button that gives direct access to these insights within your app will be more appreciated and often easier to implement. Research shows that such native features receive at least 50% more engagement and drive user retention rates that are twice as high.

While chatbots might have their place, they should certainly be near the bottom of your priority list when aiming for a strong return on investment (ROI). Focusing on enhancing native features within your product will unlock far greater value and ensure better user satisfaction.

Keywords

Users dislike chatbots
Chatbots in websites and apps
Native product features
User insights
Engagement and retention
Return on investment (ROI)

FAQ

Why do users dislike chatbots? Users find chatbots frustrating and ineffective, often experiencing poor interactions.
Where should companies prioritize investment if not in chatbots? Companies should focus on integrating desired features natively within their products for better user experiences.
What kind of ROI can be expected from native features compared to chatbots? Native features see at least 50% more engagement and can double user retention rates compared to chatbots.
In what cases are chatbots valuable? Chatbots might have value but should generally be a lower priority when aiming for a high ROI.