Quality conversations are what get consumers hooked on products and content. Keeping that in mind, AhaChat has researched and came up with a few suggestions for you to have a seamless consumer interactions with your chatbot conversations.
1. Facebook platform is key.
Facebook has the biggest consumer use than other social media apps that have integrated chatbots (Whatsapp).
With knowing how big the database is, we can assume the following about Facebook:
- It is a great way for reaching key audiences
- A popular way of communicating with consumers
- It is the future of customer service
2. Conversation is crucial.
Use filler or discourse words. These words can be used to help transition between dialogues and topics in a conversation thus making the chatbot appear more human and natural.
Create the conversation in such a way that it emanates your brand personality as if it was the one directly taking to a consumer
3. Keep conversations short!
Ask questions that get to the point quickly. Answer questions clearly with simple language.
Keep in mind that most people converse with bots on their phones and could easily forget what they were doing.
4. Vary the response wording
For every message you create, write multiple versions so that a customer won't always see the exact wording.
Help keep up the feeling of dealing with a human being by avoiding repetitive messages and languages.
5. Use contractions
Instead of saying 'cannot', 'would not', 'should not'; use 'can't', 'won't' and 'shouldn't'.
Remember, talking to your chatbot shouldn't be like talking to a robot. Using contractions would make it sound more human.
6. Share expected response time
Do not forget to tell the customer how long they should expect to wait or get a response, or for their question to be resolved.
As you know, there is a chance that customers might expect an immediate revert or results from a chatbot. This might result to frustration if they are not aware of the timings so it is best to always let them know lead time for updates.
7. Use silences
It is a must to avoid prompts when a customer is typing.
If you see that a customer has a lot to say, the chatbot needs to react as sensitively as a human customer service agent.
8. Summarize requests back to the user
If a user receives the wrong information from a request to a certain chatbot, it creates a bad impression and would reflect poorly to your business. So it is important that the chatbot has understood completely what is required.
To add, try repeating back the questions to be answered and providing a yes/no button for confirmation on consumer's end.
9. Offer options when the bot cannot help
It is common knowledge that there are certain situations or requests that simply a chatbot cannot offer to resolve or fix. However, it is also the best practice that when this happens, you should not leave your customer without a solution.
Offer options for how they can get what they need - such as an email address or phone number to contact.
10. Use AhaChat Chatbot to start conversing with customers
AhaChat is easy to use and is absolutely FREE!
AhaChat has new features to keep consumers hooked to your brand's chatbot and we'll be blogging about it real soon ;)
Try out AhaChat today!