We’ve all come across website forms that scroll off the page, with a seemingly never-ending barrage of questions that require an answer from you. Sometimes these are on a single page, or worse can extend over several pages. The problem with these forms is that they are presenting every single question at once. If this was a human-to-human conversation, you’d ask one question and then decide if you needed to ask the next. Chatbots give you the ability to do this.

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Only ask relevant questions

If you create a workflow to ask your customers for information, then you can skip questions based on a previous response. For example, if your chatbot is for booking railway tickets and you know that your customer has requested 4 tickets (a full table) then it doesn’t make sense to then ask if they want a window or an aisle seat - as it’s assumed that at least 2 in the party will have a window and 2 an aisle.

Provide multiple-choice answers

Rather than having customers type every response, you can easily ask questions that have clickable, multiple-choice answers. For example, if your company offers multiple services, allow your customer to select the one that's relevant to their enquiry - the perfect scenario for a quick click!

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Let them come back later

One of the biggest differences between a webpage and a chatbot is that the conversation history is kept alive with the chatbot. This means that a customer could begin to send you information, get distracted and come back the next day to pick-up where they left off. They could equally start the conversation with the chatbot on their desktop and then complete the conversation on their mobile later in the day.