People are fine talking to a bot if it quickly solves their problem, and angry if it traps them.
Good jobs for a chatbot
- Opening hours, address and directions
- Price ranges and what is included
- Order status
- Collecting details for a quote
- Booking a call or a visit
Leave to humans
- Complaints and refunds
- Custom or complex requests
- Anything where the bot is unsure
Always offer a way out
"Talk to a person" should be one tap, and the bot should pass along what the customer has already said, so they do not repeat themselves.
Prepare the content
A bot is only as good as the information you give it. List the top twenty questions and write short, accurate answers.
WhatsApp or website?
Many customers in India prefer WhatsApp. A bot on WhatsApp Business can greet people, answer simple questions and collect details for you.
Common mistakes
- Giving a bot permission to promise prices or delivery dates
- Never reviewing the chats to improve the answers
- Pretending it is a person
See our WhatsApp Business Setup.
