The chatbot is the first interaction on the company’s behalf with any client or lead. Therefore, it is vital for the first impression of the chatbot to be remarkable.

The performance of a chatbot solely depends on what information is provided to it. For the best conversation starters by the chatbot, here are a few tips to consider:

• Name the chatbot: Naming the chatbot provides a personalized touch. The customers tend to relate more with the chatbot if it has a name.
• Identify different scenarios: There will be customers coming to the website for the very first time while older clients may visit the website seeking technical help. Identify different scenarios and empower the chatbot to cater to them all.
• Design a conversation flow: Being in the customer’s shoes helps to design a conversation flow about possible questions and their relevant answers from the chatbot. A few conversations flow encompassing multiple scenarios are good to start with.
• Provide answers: All details that are not mentioned on the website need to be served by the chatbot. Identify the pain points of the customers and design the conversations according to them.
• Keep the answers crisp: Try keeping the answers by the chatbot within 3-4 lines at max. People tend to lose interest in communication when they are reading long paragraphs.
• Reduce typing efforts: Provide multiple options for customers to help them reply back to the chatbot. This practice helps to speed up the conversation and holds up the customer’s interest.
• Record question variations: The same question can be asked in multiple ways by customers. Record different variations of the same question in the chatbot to serve more customers.
• Apply Formatting: Simple text replies from the chatbot will make the customer feel monotonous. Add images, tables, multiple-choice options to select from within the answers to keep the customer engaged.
• Test and retest: Testing is vital before taking the chatbot live on the website. Test as the customer and look for how the chatbot is responding. Make changes where required and then deploy.
• Analyze and Improve: Customer questions that the chatbot failed to answer should be analyzed regularly. Improvements should be made to enhance the customer experience.

The difference made by the chatbots to the customer experience process is creditable. Chatbots are immediate to reach and always available for service. Designing better conversations can do wonders! Software packages like ICE build ideal chatbots within a few clicks. The use of chatbots is growing exponentially. Try utilizing it to know the difference.