Great bot conversations

Fancy a chat?

0330 123 9930

hello@mazaru.com

🙊

1 - Tell your customers what your bot can and can’t do

  • Manage customer expectations to avoid frustration and calls.  
  • Frame what the bot can help with, so customers know they can get help.  
  • Take turns: End the greeting with a question to let the customer know it’s their turn.  

2 - Keep it chatty 

  • Can you read the message in one breath (is it less than 30 words)? 
  • If it’s longer, go back and trim it down.   
  • Long messages are high effort and hard for customers to understand. 

3 - Don’t send them packing

  • There’s no need to send customers to other channels, or online FAQs.  
  • Build forms and data collection in the bot – making it easy for them to stay. 

4 - Make the bot (not the customer) do the work

  • Test query resolution from start to finish.  
  • Check turn-taking. 
  • Providing links to FAQs means customers are doing the work. Would an upfront sign-post to common questions from your homepage be better for customers? 

5 - Keep it simple

  • To many options and routes will confuse and overwhelm.  
  • Start with 3-5 simple, transactional tasks.  

6 - Don’t fence them in

  • Test for dead ends and loops.  
  • Can customers go back a step if they can’t find what they’re looking for, or if they make a mistake? If not they're likely to abandon the bot.  

7 - We all make mistakes

  • Make sure your bot can accept typos and incorrect spellings, e.g. cancel could be written as cancl, cancel, ccancel, canccel or cancell etc. 

If you need more help, drop us a line at hello@mazaru.com.