When designing a chatbot, it’s tempting to dive straight into the details of what the customer might want, or what you want to tell them, but you wouldn’t do this in a normal human conversation. What’s much more important is to provide a welcoming intro - ask your customer how they are and let them know how they can use your chatbot.

Provide a concise welcoming statement

Use the first opportunity that a customer interacts with your chatbot to welcome them. Say “hello” and remind them who you are and why you’re embracing chatbots within your business. It may be the first time they’ve interacted with a bot before and so guide them through what it does.

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Let them know what they can do

Your workflows can listen for specific keywords throughout a bot conversation and so it may be useful to let your customer know up-front what some of these are. For example, you might remind them that they can type certain keywords, such as ‘help’, ‘contact’ or ‘pricing’ to get to specific pieces of information.

Tell them how to get help

Sometimes, we all get stuck. It doesn’t matter how intuitive your chatbot is, at some point, someone will get lost. Therefore, when you welcome someone in, make sure they know how to get to help. This may be a ‘help’ keyword with the bot, a link to a page on your site or - even better - a method for them to switch from chatbot mode to live chat.

Learn more about live chat
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