Chatbot best practices

A chatbot helps brands provide 24/7 customer support without much effort, subscribe users to your marketing campaigns via a widget, and assist them in placing orders and other operations.

The use of AI in powering chatbots is still at its formative stages. As such, most bots in use today rely on a set of rules provided by a human through a chatbot-building platform like SendPulse. All a marketer has to do is to create a list of several “if-then” statements and provide specific responses usually without the need to code.

By leading the user through a sequence of queries, bots gather the information that helps in understanding intent and then proceed to offer suitable content to meet a particular objective. Why is a chatbot important? It leads to significant savings in operational costs. According to Juniper Research, chatbots are predicted to lead to cost savings of more than $8 billion each year by 2022.

Apart from that, chatbots help in the reduction of interaction and response times through phone and other social channels. This conclusion was made in a more recent Juniper report which says that businesses and customers stand to save over 2.5 billion customer service hours by leveraging chatbots.

All that said, here are the chatbot best practices to have in mind.

Choose a flexible chatbot builder

There’s a lot of chatbot building platforms today offering a great bunch of features that fit any business. If you still doubt which one to choose, check out eight most popular builders described on our blog.

If you’re not a tech-savvy marketer, SendPulse chatbot builder is right here for you. Design your chatbot without knowing the code and absolutely for free. Send alerts of new posts on your blog, provide customer support, assist in placing an order, schedule messages and track detailed stats!

Here you’ll find out how to create a chatbot and connect it to a Facebook page.

Give the chatbot a personality

Marketers should ensure that their bots have a voice and personality that is consistent with their brand. Charm, humor, and naming the bot will go a long way in making the chatbot more human-like, which is what users want. Give your bot a creative gender-neutral name and face that your customers will associate with your company.

Look at this cute LEGO chatbot. Ralph the LEGO gift helps find the perfect gift and Customer Support experts are ready to answer any question. The Chabot has a face and name which are consistent with their brand.

Create a list of keywords

They will help your bot to define the commands. Think over the different ways a user can ask about something. For example “hi”, “hello”, “hey”, “morning” for greetings; “prices” “pricing” “cost” for the product price. If a user types in two keywords in one message, the chatbot usually provides the clarification request by offering quick replies containing the keywords. In case a user sends the same keyword several times, they will receive the corresponding message once. You only need to set a callback.

Increase the waiting time

Set waiting time that varies depending on the length of the messages. When messages are sent in quick succession, it makes sense to pause a bit longer and longer with each. Do this even if the messages are almost of the same length to give visitors time to finish reading older messages before new texts come in.

Use quick replies

Provide buttons to let users select specific options as opposed to typing their responses all the time. They are an excellent way of providing users with options and help to keep them on track, ensuring the conversation is confined to what the chatbot knows.

Lego doesn’t require users to type anything while choosing a gift. They offer to select the country along with the age of a child, budget, desired gift, etc.

Quick replies from Lego

Remind users on time

When users abandon a conversation, the next time they visit, be sure to pick up where the conversation stopped. Nonetheless, marketers need to pay attention to the expiration time of conversations. After all, a user will not want to pick up a conversation they abandoned more than two weeks ago.

Always collect user feedback

Allow users to provide their reviews and concerns. It can be done by using a star rating field, thumbs up and down buttons, or “this answer is unsatisfactory.” Providing feedback makes customers feel better and helps identify instances when human intervention is needed. Also, it enables businesses to take corrective actions, and thus, guide conversations more effectively.

Let users unsubscribe

There are many reasons why users may want to quit a chat, so provide an easy way to do that. Make sure the button is visible and subscribers may leave the chat any time. CNN explains tells users that they may live chat by writing “stop”.

Unsubscribe option

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