Prospects ignoring questions in chatbot, posting question when asked for name.
We are running the latest version of the Pipedrive Chatbot on our website in order to generate leads. Works like a charm and we generate leads in abundance. Very happy about that.
But now and then we have users that refuse to follow the playbook, leaving to lost leads because we never get to their contact data. Here's the dialog:
Bot: Hi 🙂, my name is Grace. I am Dr. Kelly's digital assistant! Nice that you visiting us today 🙂. Is there anything I can help you with?
User selection: I would like to speak to Dr. Kelly.
Bot: All right, just a moment, please. May I offer you a consultation with Kelly so that she can answer your questions?
User selection: Yes, I have more questions for her.
Bot: Great 🙂! Let’s briefly introduce each other, so I can inform Dr. Kelly. Could you please give me your first and last name?
We now ask them for their name and phone number. Instead of people using the field to provide said name and phone, they start filling their questions in the empty field. Result: At the end of the playbook we remain with their question in the fields where we suppose to have their name and phone. No way to get back to them.
Question: Does anyone had similar experiences? Any remedy? Is there a way to check that a phone number is entered in the respective field? We're quite puzzled learning that users somewhat ignore the dialog!