{"id":26129,"date":"2019-01-11T03:42:41","date_gmt":"2019-01-11T08:42:41","guid":{"rendered":"https:\/\/outgrow.co\/blog\/?p=26129"},"modified":"2023-09-29T09:58:27","modified_gmt":"2023-09-29T13:58:27","slug":"best-practices-for-chatbots","status":"publish","type":"post","link":"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots","title":{"rendered":"6 Best Practices For Chatbots"},"content":{"rendered":"<h1 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"6_Best_Practices_For_Chatbots\"><\/span><strong>6 Best Practices For Chatbots<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h1><div id=\"ez-toc-container\" class=\"ez-toc-v2_0_62 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<p class=\"ez-toc-title\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69d702650b6b8\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69d702650b6b8\" checked aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#6_Best_Practices_For_Chatbots\" title=\"6 Best Practices For Chatbots\">6 Best Practices For Chatbots<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#1_Set_Expectations_for_your_Chatbots\" title=\"1) Set Expectations for your Chatbots\">1) Set Expectations for your Chatbots<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#2_Be_mindful_of_the_Chatbots_greeting\" title=\"2) Be mindful of the Chatbot\u2019s greeting\">2) Be mindful of the Chatbot\u2019s greeting<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#3_Be_Upfront_About_Bot_Functionality\" title=\"3) Be Upfront About Bot Functionality\">3) Be Upfront About Bot Functionality<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#4_Try_to_make_the_messages_as_human_as_possible\" title=\"4) Try to make the messages as human as possible\">4) Try to make the messages as human as possible<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#5_Make_it_Easy_For_Your_Customers_To_Leave\" title=\"5) Make it Easy For Your Customers To Leave\">5) Make it Easy For Your Customers To Leave<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/outgrow.co\/blog\/best-practices-for-chatbots\/#6_Reengage_Users_Through_The_Chatbot\" title=\"6) Reengage Users Through The Chatbot\">6) Reengage Users Through The Chatbot<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Is it just us, or are chatbots becoming the next big marketing rage? Well, surveys suggest that users prefer chatbots over apps when communicating with companies. In fact, 56% of people would rather message than <a href=\"https:\/\/www.cloudtalk.io\/blog\/10-tips-to-making-your-customer-support-calls-friendlier\">call customer service<\/a>. Looking at these statistics, we\u2019re inclined to say the latter is true. However, just adding a chatbot to your services isn\u2019t enough anymore, is it? You have to optimize the same for the best results. And what better place to start than to read up on all the best practices for chatbots.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">As always, we\u2019re here to help.<\/span><\/p>\n<blockquote><p><span style=\"font-weight: 400; font-size: 14pt;\"><strong>Pro Tip:<\/strong> Before you read any further, have a look at this <a href=\"https:\/\/www.ringcentral.co.uk\/blog\/the-rise-of-chatbots\/\" rel=\"nofollow\">blog on AI and chatbots<\/a> by RingCentral!<\/span><\/p><\/blockquote>\n<h2><span class=\"ez-toc-section\" id=\"1_Set_Expectations_for_your_Chatbots\"><\/span><strong>1)<\/strong> <strong>Set Expectations for your Chatbots<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Here\u2019s a fact: No task can be executed without an aim.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Here\u2019s another: Chatbots are no different.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">A bakery owner might design a chatbot for a different purpose than a lawyer. If your goal is to collect leads, you might be interested in creating an <a href=\"https:\/\/chatbot.outgrow.us\/out-of-office-bot\">out of office bot<\/a> that would collect lead information 24*7. On the other hand, if you\u2019re looking for automation to take client feedback on a hotel stay, you might be interested in <a href=\"https:\/\/chatbot.outgrow.us\/Hotel-Feedback\">this<\/a>.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Catch our drift? You have to be sure of your purpose for creating a bot. This will allow you to create a design specific experience. Moreover, it will provide you will the right parameters for its analysis.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"2_Be_mindful_of_the_Chatbots_greeting\"><\/span><strong>2) Be mindful of the Chatbot\u2019s greeting<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">We think this would be best illustrated by an example:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26153\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/1-2.jpg\" alt=\"chatbots best practices\" width=\"381\" height=\"220\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/1-2.jpg 381w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/1-2-300x173.jpg 300w\" sizes=\"(max-width: 381px) 100vw, 381px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Don\u2019t like what you see? That\u2019s fine. You weren\u2019t supposed to. Now check out another example:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26166\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/2-3.jpg\" alt=\"chatbots best practices\" width=\"452\" height=\"535\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/2-3.jpg 452w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/2-3-253x300.jpg 253w\" sizes=\"(max-width: 452px) 100vw, 452px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">This is the difference between a good chatbot and a bad one. While a grammatically correct bot is a necessity, being user-friendly is equally important. You don\u2019t want the bot to bombard the prospect with suggestions and questions. Moreover, it\u2019s important to list the functions of the bot upfront. This will ensure that the prospect knows how to engage with the bot.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">By listing its functionality upfront, the chatbot keeps users from being disappointed and gives them ideas and instructions on how to engage further. By keeping customer expectations in check from the beginning of the interaction, CNN can give users a more satisfying experience. Moreover, it will help keep the prospect or customer\u2019s expectations in check.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Another thing to keep in mind is the personality of the chatbot. Try to reflect your brand\u2019s tone of voice in the chatbot because personality plays a huge role in engaging users. Above all, give helpful cues to the prospects. Have a look a chatbot template created by Outgrow for a wedding invitation.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26155\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/4-2.jpg\" alt=\"chatbots best practices\" width=\"1293\" height=\"707\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/4-2.jpg 1293w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/4-2-300x164.jpg 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/4-2-768x420.jpg 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/4-2-1024x560.jpg 1024w\" sizes=\"(max-width: 1293px) 100vw, 1293px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"3_Be_Upfront_About_Bot_Functionality\"><\/span><strong>3)<\/strong> <strong>Be Upfront About Bot Functionality<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">In the end, the bot is created by your company to assist the manpower. Not replace it entirely. (maybe, someday though) Be specific and upfront about your chatbot\u2019s functionality to set user\u2019s expectations. In fact, there are certain ways you can ensure your bot is being used for its intended purpose. You can allow only text or only a number of answers by the user. For eg. If you are asking for someone\u2019s number, allow input of 9 digits only. Moreover, you can keep a limited amount of options for input like the Outgrow Chatbot does here.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26156\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/5-1.jpg\" alt=\"chatbots best practices\" width=\"1373\" height=\"811\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/5-1.jpg 1373w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/5-1-300x177.jpg 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/5-1-768x454.jpg 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/5-1-1024x605.jpg 1024w\" sizes=\"(max-width: 1373px) 100vw, 1373px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Finally, the best way to tell users what your chatbot can\u2019t do is by reinforcing what your Chatbot does well. Redirect the users to the chatbot\u2019s area of expertise if they stray too far from the topic.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"4_Try_to_make_the_messages_as_human_as_possible\"><\/span><strong>4) Try to make the messages as human as possible<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">We have already talked about the importance of personality in a chatbot. However, you have to pay attention to the style of conversation just as much. You\u2019re probably wondering how you can introduce a human characteristic in a bot. Well, we have got you covered.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Try to break your information into human-friendly chunks of messages. Keep it short and never send messages in one long paragraph. Additionally, make sure that your bot finds the right balance between being professional and quirky. Have a look at this message by Hey Jess for cues:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26158\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/7-1.jpg\" alt=\"chatbots best practices\" width=\"459\" height=\"749\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/7-1.jpg 459w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/7-1-184x300.jpg 184w\" sizes=\"(max-width: 459px) 100vw, 459px\" \/><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Above all, do not assume that the conversation will go exactly as you planned. Plan in advance and add synonyms and slang variations of an input. For instance, don\u2019t just program the chatbot to start with the term \u2018hey\u2019. Instead, program it to start on its variations (like \u2018hi\u2019, and \u2018hey there\u2019) as well.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"5_Make_it_Easy_For_Your_Customers_To_Leave\"><\/span><strong>5) Make it Easy For Your Customers To Leave<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">One sentence can probably sum up this entire point- \u2018Don\u2019t force them to stay if they don\u2019t want to\u2019.<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">If your customers want to leave the conversation, make it easy for them by placing a visible \u2018unsubscribe\u2019 option. Furthermore, if the user is interested in talking to an agent, allow them to access your contact information. You can also allow the users to start over or return to the main menu because this ensures that the user gets all the relevant information without contacting office personnel.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-26160\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/10-2.jpg\" alt=\"chatbots best practices\" width=\"1244\" height=\"2210\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/10-2.jpg 1153w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/10-2-169x300.jpg 169w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/10-2-768x1364.jpg 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2019\/01\/10-2-576x1024.jpg 576w\" sizes=\"(max-width: 1244px) 100vw, 1244px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"6_Reengage_Users_Through_The_Chatbot\"><\/span><strong>6) Reengage Users Through The Chatbot<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">After helping the customer, try to reengage the user through the chatbot. \u201cHow\u201d, you ask?<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">Well, it could be as simple as a \u2018take me back to the start\u2019 button. This will allow users to explore your tool and they might use it for a need that seemed unapparent. Furthermore, you can direct the user to your blog or any funky content (we recommend infographics!)<\/span><\/p>\n<p><span style=\"font-weight: 400; font-size: 14pt;\">We hope that this blog gives you the basic know-how of the best practices for chatbots. Do you want to read more? Head over to this blog for the best examples of chatbots. \u00a0Happy bot-building! And feel free to reach out to share your own best practices! We\u2019re constantly looking for ways to improve.<\/span><\/p>\n<p><a href=\"https:\/\/app.outgrow.co\/signup\"><img decoding=\"async\" class=\"aligncenter wp-image-51229\" src=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2022\/05\/Custom-CTA-2-300x60.png\" alt=\"create your chatbot\" width=\"845\" height=\"169\" srcset=\"https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2022\/05\/Custom-CTA-2-300x60.png 300w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2022\/05\/Custom-CTA-2-768x154.png 768w, https:\/\/outgrow.co\/blog\/wp-content\/uploads\/2022\/05\/Custom-CTA-2.png 1000w\" sizes=\"(max-width: 845px) 100vw, 845px\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>6 Best Practices For Chatbots Is it just us, or are chatbots becoming the next big marketing rage? Well, surveys suggest that users prefer chatbots over apps when communicating with companies. In fact, 56% of people would rather message than call customer service. Looking at these statistics, we\u2019re inclined to say the latter is true&#8230;.<\/p>\n","protected":false},"author":20,"featured_media":49018,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[267],"tags":[325,331,86],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>6 Best Practices For Chatbots | Interactive Content On Outgrow<\/title>\n<meta name=\"description\" content=\"Looking to optimize your chatbots for best results? 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