The Pros and Cons of Website Chatbots

You're listening to Podiatry Marketing, conversations on building a successful podiatry practice with Tyson Franklin and Jim McDannald.

So welcome back to this week's episode of Podiatry Marketing. With me is my cohost, partner in crime, top bloke all the way in Canada, but he is from America, Jim McDannald. How are doing today, Jim?

Tyson, thanks for that intro. You know, I guess I'm no longer big big Jim, but Not this week. I do appreciate the the super bloke is pretty you coming from you, that means a whole lot. So so appreciate that. Now things are good here in Montreal.

Just ready for a an exciting conversation with you today about some some technical and geeky, you know, topics in the podiatry marketing world.

I know. I know what the geeky topic is. Tell everyone what the geeky topic is because this one I think this one's gonna be a bit of fun.

Yeah. We're gonna have fun with this one. I think it's a bit of a topic of, you know, people either kind of, you know, they think it's gonna be this magic thing they put on their website and it's gonna like just just yeah. It's gonna rake in the patients. And other people that have used these in the past just think, like, there's so many hang ups people have with us.

So today, we're gonna be talking about chatbots. Gotcha. And, you know, those those little things that pop up sometimes in the lower right hand corner of a website or on your phone. And, yeah, we'll be we'll be jumping into chatbots a bit today.

Okay. So chatbots is pretty much you're on someone's website, then pops up and it says, can I help you?

Yeah. Like, you know, what can I do for you? Sometimes it's like they show you, like, a human face that looks like someone's got a little, like, headset on and a, you know, a little microphone. So you feel like it it's a real person. So, yeah, it's basically there's different ways that chatbots can be used.

Right? So sometimes it's used as almost like a search function. Right? So maybe there's some automated, you know, bot actions that say, like, you know, where's, like, where is your clinic located? You know, maybe there's certain questions that patients have or someone who's new to your website.

It should really address the questions that they have. So, like, that's you know, sometimes it is, you know, someone just, you know, wanting to have some general information. It might be delivered by a bot. Hopefully, during work hours, if people have those installed, we'll talk about the pros and the cons in a little bit. But hopefully, there is, you know, at least when I use a chatbot, don't about you, Tyson, but like, usually I've already searched Google.

Usually, I've done like everything in my power to avoid using a chatbot.

Yeah.

So whenever I get to the point of using a chatbot and it's always at 10PM or, like, it's a or even if it's during the day, I generally wanna talk to, like, a human that I don't want to have to call. And that to that to me is the most powerful use case for these chatbots. But I don't know how you feel about chatbots, and we'll get into more specifics in a bit.

So you're talking chatbots as in fake ones?

There there's two types. There's the chat the the chat window, which actually is a staff member. You know, that's one

And I like those ones. I find them Right. Really help. Especially if I'm if I'm searching for something on a website and then it pops up and says, oh, yeah. Do you need a hand with anything?

And I know my first comment is, are you real?

%.

And if they say, yeah. Yeah. I'm Pam, I go. So I'll ask you an obscure question. Go, this will be obscure.

But and I'll ask a really, really obscure question, whatever sort of, you know, popped into my head. And and they know that I'm asking that question because if it's a chatbot, it will go like, yeah, danger, danger, Will Robinson. The younger people just go, what did that have to do with anything? If you watch lots Lost in Space, the original, that will make sense. So, yeah, I like, I love chatbots popping up if it's a real person.

If it's a fake one, I don't know. I just feel dirty.

No. I I I totally understand that. And, like, I think like I said, I think I try to find all the information I can that maybe would be automated in chatbot through other channels. Yeah. You know, hours, those kind of quick questions that sometimes they can be automated and be okay.

But by the time up to a chatbot, like you said, I want it to be, like, almost like a direct link to a human to have a conversation that I don't necessarily wanna be on the phone for. But the problem becomes, like I said, you know, you can't necessarily have someone on call 247. There are ways. But, like, 247, like, for scheduling, 247 for answering questions, you also have to be a little bit careful with chatbots as well because, you know, you can't be providing, like, medical information. So, like, it's not something where you're gonna be or, you know, medical advice or so you can't you know, it's just kinda, like, fine line as well with kind of a HIPAA compliance.

You know, a lot of these chatbots will you know, you you can't just use a consumer facing one because a lot of them won't be on a secure server, at least in the North America or at least in The US. Yeah. It has to be a HIPAA compliant service. So that adds another layer of detail. And, generally, what you'll find is that the ones that are on, like, your high level ecommerce website that are super staffed twenty four seven, very few clinics are gonna be able to support a real human to answer those questions.

So that's one of the, like, the biggest cons is that, like, they're not gonna work like the the perfect use case like you think you'd like them to work.

Yeah. The best ones I've seen when they will actually they sort of indicate, they'll let you know between 08:30 and 05:30, this is a human. After hours, it's really set really basic and but it tells you upfront that I am a chatbot. This is our after hour service. We can help you with basic information.

And that I don't mind, but it's when you know you've got a chatbot and it's really clever one that you sort of it's it almost feels like you're talking to a human, but you know, it's it's not it's just it's preset. So then I'll ask something really obscure just to just to stir it up.

Yeah. That ambiguity is like a little bit of a yeah. You definitely it just feels nice to know. And some of the service that that I've seen on other websites, I've not I don't use them on the websites that I build currently because I think to be honest, I think, you know, there are the majority of the time, the patient is probably wanting to, like, know if you have an availability or wants to make an appointment, but once they kinda, like, doesn't just wanna fill out a form. But I think if you if you make a form, like, the call to action for the form on the website, very easy to see and make it very, like, simple and kinda give the person who's on your website, like, complete understanding of what they're getting themselves into.

You know? So maybe you have a contact us or you have a schedule button. To me, that does it about 90% of the way. Obviously, like, there's different levels of integration, probably some of these chatbots into different EMRs. So if you're something who has a pretty wide open schedule and you're happy to have, you know, scheduling happen, you know, directly through the chatbot, maybe that that could be one benefit of having that done.

Like you said, like, when it's kind of ambiguous, it can be a little testy. Like like, usually, I'm just out of there pretty quick. I'm not usually utilizing it probably when it's straight up automated or it's a little, you're uncertain.

So what is it that puts you off? So what what is there a certain question, or is there something that the chatbot does that that irritates a crap out of you?

Yeah. I feel like it's, like, there's certain keywords you have to utilize in some of these chatbots, to be honest, where, like, to get the kind of answers you would want directly. And I think for some reason, like, if I search something on Google, I get much more accurate information faster.

Yeah.

Because it's all it's always this, like like, you know, you type in your question or you type in what you wanna get from the chatbot, and it's like like fake thinking for, like, five or ten seconds, and it spits out, like it's like almost like a choose your own adventure game. It's like, oh, you said this. Like, do you want these three things? And it's like, 5% of the time, it's like one of those three options they presented to me. So, like, it just it's like it just feels like it feels like a waste of time, especially when you know the alternative is potentially, like, a human who could, like it feels better to wait for a human to find an answer as opposed to, like, be sent, like, seven links or, like, seven steps down a path where you probably know you're not even gonna get the right answer or a real answer.

Yeah. I think it depends on the the type of business. If it's, let's say, an airline, for example. If I've got a really if I've got a problem, I wanna talk to a human. If I'm just trying to gather some more information, sometimes the chatbots work well because it'll go, was that helpful?

And you go, no. So it'll go, well, what about these? And you go, oh, you click on one of them. Was that helpful? Yes.

Then it'll say, do you want more information? So sometimes it works well, but I think it it's the thought that goes behind the questions or the searches that are actually happening.

I think that's an important component. I think another component another important component too is that usually these are like an add on service to, like like, a product or like a like, a portfolio of marketing products. You know, they have their email marketing. They have their, I don't know, web services. They have their chatbot, or they have their website platform.

And it's like, usually, like, I've seen like I said, the the ones I've seen that are best are these kind of, like, consumer facing more, like, ecommerce or tech based ones, you know, tech websites, not necessarily medical or clinic based ones. And, like, maybe at some point, those will get more mature with the HIPAA compliance and that kind of stuff. But what I find is it's like it's just like something they will add on to, like you know, it's like the fifth, you know, thing you have to have installed on your website. And it's usually when it's not a stand alone service, it doesn't have the same type of development or the the the the kind of, like, the ins and outs or those little details like you're talking about. Right?

Like, letting you know that it's automated, and these are the hours when a human is here. Like, those little small touches while, like, you know, might might feel small, they make a world of difference as far as, like, whether you actually wanna use that thing or not.

Have you seen any good examples on a pod any podiatry websites?

I don't know. I actually see a lot of bad examples, like I said. Like, I think part of my problem is that, like, I do spend time on, you know, as a marketer, I'm on all these different marketing websites and technology platform websites. And like I said, they even their automated ones are better than a lot of the, like, you know, the direct you know, the ones I've seen on podiatry or clinic websites. I will say that, like, I know I am almost 45 years old, so maybe, you know, maybe I'm not the target demographic for this.

I mean, that that could be it as well. You know, I think True. Younger people younger people may just find that to be totally fine, and they're used to it. And and like that, they'd rather not talk to human at all, whether it be in text or or or over the phone. So it could be an age thing as well.

So I have to kind of I I need to kind of know what my blind spots are as well and kind of what I my own personal preferences. Right?

Well, I think you're spot on there because my daughter, for example, she's 18. Yeah, something like a chatbot chatbot popping up and her chatting, talking to it probably doesn't really care whether it's a human or not. In fact, she'd probably prefer it not to be a human.

I think it is an it's an interesting thing. I think, like I said, I think it'll like, this whole this product line or these chatbots will mature over time and get more intuitive. Like, you know, there's all kinds of technology in the kind of AI and, like, machine learning space that's helping to, like, process things, you know, better and and and building up bigger databases to make sure that, you know, the types of conversations you're having with these automated bots is a little bit more, you know, relevant. Obviously, when they're super early, they weren't as good as they are now, so they'll continue to progress and get better. I guess it's just one of those things right now where I think until that progresses, though, like, you know or I there's, like, a a clear it's not something that people are gonna say, like, you know, probably be in your click and be, hey.

Like, when are you gonna add a chatbot, you know, to to your website? Like, I would love to, like, make my appointment via chatbot. So it might it might require a little bit of, experimentation. Right? You know, some of these different bots probably have, you know, a free plan or something you can test out for a few months.

And if it does something for your clinic, fantastic. Like, I think for 90% of people out there right now, like I said, more like a a clear kinda, like, contact us page or an appointment now button that's very clear on the home page, on a multiple pages on your website is is probably sufficient, but it is definitely an interesting product and an interesting technology to, like, keep an eye on, you know, as things kind of, you know, move on down the road and these improvements happen.

You know, I had a patient that had a chatbot company that had approached me just before I sold my business. And so I never really got a chance to actually test it out to see what it was like. But, yeah, I think there's always I think with all technology, there's always gonna be pros, cons that if it saves you time, great, but is it repelling people at the same time? Would they rather just talk to somebody? So I think as long as you give people alternatives, options on how they can actually communicate with you, whether it's phone, online bookings, whether it's a they can drop in they can drop in face to face if they wanted to or using a chatbot.

There's there's different ways of actually communicating.

And I think you bring up a good point there as well. It's like like I talked about the technology is evolving, and maybe you are a pretty, like, you know, forward thinking podiatrist. Obviously, you're listening to a podiatry marketing podcast. Oh, yeah.

Course. If you listen, look at this. You're switched on.

But but at the same time, the these different companies are probably curious to, you know, make a product that does connect because if they have something that is a superior product on the market, it's definitely something that they, you know, will be able to sell to other people. So if you're someone that is, you know, techno you know, tech savvy, wants to be on that cutting edge, you know, finding these platforms that are offering it maybe to dentists, to other health care providers that haven't come into podiatry yet. Yeah. It's a way to potentially partner with them, you know, help them kind of create the product. Maybe you're a consultant with them.

There's all kinds of different opportunities to really try to improve this space. So I don't wanna be like Debbie Downer and say that it's not gonna work for anybody. Because I I and also, I'd like to hear from the folks who listen to the show. Like, do you use chatbots on your website? And, you know, is it a human?

Is it a mix of AI and human? Can people schedule from it? We'd definitely be open to hearing from from folks just to get a general sense of, like, you know, how they utilize those on their own websites to make sure that, you know, Tyson and I are are up here on the on the mountain, you know, shouting shouting down at the the the people saying that chatbots are bad. But definitely hear happy to hear someone's in in the clinic utilizing them and, you know, letting us know what we've got right or right wrong about the usage chatbots in podiatry clinics.

Yeah. And also, I just wanna point out that we don't believe that all Debbies are downers. So there are already Debbies listening to this. We know there's some positive ones out there, so we'd love your your feedback as well.

That that's a good point. I I shouldn't pick on Debbie. So Debbie, my apologies. Hopefully hopefully, you're out there.

Do you have over there where they talk about someone, yeah, don't be a Karen? Oh, she was such a Karen?

Well, I mean, there's whole like, I think the Karen thing is, like, kind of a, what, COVID times kind of a yeah. Like, it's yeah. That's definitely a thing.

So Yeah. So and it's funny. Somebody posted something, and then she her name is Karen, and she was like the most upbeat Karen you'd wanna meet. And she goes, I'm standing up for all the Karens who who are being put down. And then somebody said, oh, what about Dopey Dora?

And then they went through all these and Debbie Downer came into it as well. Sorry. Totally sidetracked. So have you got anything else to add before we finish up on this one?

No. I think it's one of these areas, like I said, we gotta just, you know, keep keep abreast of the new technology and see what's happening. Like I said, I'm definitely open to hearing from our listeners their thoughts about chatbots. But, no, just thought it was an interesting topic to bring up today and just, you know, have, you know, fast forward conversation with you on the topic, but also hopefully get some feedback from those listeners. So, no, that that's it for today.

And, you know, thanks for for the chat today, Tyson.

No. It's awesome. Always love talking with you, Jim. I'll talk to you next week. Bye.

Sounds great. Bye now.

Thanks for listening to Podiatry Marketing with Tyson Franklin and Jim McDaniel. Subscribe and learn more at Podiatry Marketing. That's the website address, podiatry.marketing.