Of course, a chatbot is software in dialogue systems that converses with your customer as though the information is coming from a human.

But real-time chatbots in instant messaging aren’t always perceived as customer support.

By scanning for keywords from a customer’s message — then replying with keywords from a database when they’re off-target — can be annoying to the recipient.

On the other hand, chatbots are a wonderful tech tool when they improve the experience of your customer.

Meantime, chatbots appear to be the wave of the future.

Here’s how you can filter your chatbot responses:

Use due diligence

Chatbots can’t easily read the tone of the customer’s concerns. Often, customers don’t like a too-personable response. It can be perceived as patronizing.

Concentrate on providing exemplary service with fast responses, high interactivity, and an easy-to-understand response.

Try to be empathetic

Your customer will likely appreciate empathy. Don’t appear to be robotic. Use tech verbiage but make it empathetic in tone.

Show history of transactions

Who likes working with a machine? Transactions matter.

Your customer will be more comfortable and confident in your chatbot system if you show the history of the conversations.

If you do, your customer will continue engaging your chatbot system for repeat purchases.

Provide options

Make certain you’re tracking with the customer’s concerns. That means frequently asking about the customer’s mindset.

Is the person satisfied? Reiterate how you’re paying attention to the person’s concerns.

In case of a snag, be prepared to provide customer-service backup with either a digital-based or telephone-based person to continue the conversation.

Pay attention to feedback

In the event you get complaints, be proactive and transparent. Explain so on your site. Otherwise, you’ll risk making the situation worse.

From the Coach’s Corner, here are relevant sources of information:

Tech Checklist to Provide the Best Customer Support –Ever wonder why big chains – from quick-service restaurants to electronic products – print invitations on sales receipts to entice customers to go the companies’ sites to comment online?

Improve Your Customer Retention with 6 Digital Tips  — Outstanding loyalty programs for stellar customer engagement play an important role to improve your prospects for lifetime customer value. That goes for e-commerce, too.

E-commerce: Shipping Practices for Customer Satisfaction – Conversions for customer satisfaction are paramount in E-commerce, which is built on the concept of prompt service. If you want to attract and keep customers, you must use best practices in shipping.

14 Tips to Profit from Online Customer Reviews – For competitiveness and profits, businesses can’t afford to ignore the potential of online reviews. They’re a factor in revolutionizing commerce.

Get Year-Round Retail Customers from Your Holiday Sales – Once you attract new holiday shoppers and make them happy, it’s more advantageous to convert them to loyal customers throughout the year. It’s also easier to entice them to refer their family and friends to you. Here’s how.

Psychological Pricing Tips to Sell More Products, Services – Depending on your products or services, psychological pricing is based on the idea that certain prices are more appealing. Here are six options.

“Hospitality exists when you believe that the other person is on your side.”

-Danny Meyer


Author Terry Corbell has written innumerable online business-enhancement articles, and is a business-performance consultant and profit professional. Click here to see his management services. For a complimentary chat about your business situation or to schedule him as a speaker, consultant or author, please contact Terry.