3 Easy Tips to Improve your Chatbot UX

Building a chatbot has become considerably easy with the introduction of different softwares, app and chatbot development tools. But with the introduction of such softwares, businesses pay attention to just the development of the bot and forget to constantly improve it. That’s why most of the bots fail.

Building a bot is just the first step. The UX and UI of the bot is of utmost importance. The bot must be easy to talk to and interact with. If this is missing, then your bot is no longer useful to the user.

Ensure all buttons are functional

Any normal conversation with a bot involves the user clicking on different buttons to provide answers. So the buttons must be thoroughly tested to ensure that it is responsive at all points of the conversation. Sometimes, the user would come back to the conversation and try to employ the old buttons instead of starting a conversation from the scratch. If the buttons aren’t responsive, you are losing out on valuable customers.

Increase wait time to allow users to read the messages

This is a flaw that most of the chatbots suffer from. Most bots continually spam the user with multiple texts at a time. This does not give the user any time to read every message as the new messages will move the text that the user is already reading. This leads to poor user experience. Therefore, it is advised to have some wait time in the middle before the bot sends out another message.

Try to re-engage after end of conversation

The bots must be equipped to re-engage the user with some valuable information after the end of conversation to ensure future engagement. But there is a fine line between trying to engage with the user and spamming the user. ONLY message the user if you have something that the user would find useful. Otherwise, you might actually end up hindering the performance of your bot.

Building a successful chatbot is a constant journey. There is something new to learn everyday. Trying to incorporate new trends and learnings is the way to instill growth in your chatbot.

Don’t Let Your Chatbot Commit These 4 Mistakes

It has been a while since the rise of Chatbots and there is no doubt that these bots have proven to be incredibly helpful to both the brand and the user. It minimizes effort and maximises the benefit. It also serves as a great marketing tool for the brands.

But with the the rise of a new feature also comes a rise in the errors and mistakes made. The story doesn’t end after the development of a chatbot. Businesses make plenty of mistakes when it comes to revising the functionalities and conversational abilities of a bot.

Here are some common mistakes that your bot must definitely stay away from –

Lack of focus

Bots are developed as a solution to a problem. It is important to identify the principal problem and ensure that the bots are working towards that. Make sure that your bot is not trying to do a hundred tasks at once. It may lose focus and in the end, you will be unable to solve your primary problem.

Spamming an abandoned conversation

This is one of the biggest mistakes committed by the bots. Users constantly complain of getting spam messages from the bot even after the conversation has ended. It is worse if the bot continues to spam the user even after it was unable to effectively help with the user’s query. Alternatively, the bot can send a message or two after the conversation if it contains some valuable information that the user will appreciate.

Inability to answer the question

This is another good reason as to why your bots are not that successful. It simply does not add any value for the user. The main reason why bots where set up in the first place was because they could respond to the users’ queries instantly. If its unable to find an answer for the question, it must let the user know about it instead of repeatedly dodging the question or providing irrelevant answers. It only makes the user more annoyed. It could provide the user with an email ID or a helpline number incase the question is out of scope from the bot’s abilities.

Asking repeated questions

The bot must be developed in such a way that it is able to store information of previous engagements with the user. It becomes a mundane task for the user if they have to provide their contact information or account details every time they communicate with a bot. Therefore, it is important to integrate your chatbot with user information data to simplify the process for the user.

Why do Millennials love Chatbots?

It is 2018 and technology is at its peak! Well, technology and social media. And who is the biggest user of both of these? You guessed it right, it’s the millennials!

It is believed that, by 2020, almost 85% of consumer interactions with businesses will be with bots or through self-servicing. Research states that 60% of millennials have interacted with a chatbot and 70% of users have had a positive experience with a bot. And the users who haven’t tried are also excited to interact with a bot.

Companies have realised that chatbots are a goldmine with millennials and brands like Sephora, Dominos and Starbucks have already created their very own chatbot that are highly popular amongst millennials.

So, what is it about chatbots that makes them so irresistible to the millennials? Well, you’re about to find out.

Feeds into their need for instant gratification

If there’s one thing that all millennials hate, it is waiting. They want instantaneous replies and feedback. And this is one of the major reasons that they love chatbots. Their queries are attended to in a jiffy! Plus, with the improvement in chatbot technologies, bots are improving their conversational abilities to become more humanized and friendly. Millennials may not receive the same instant responses while interacting with a human. This is why, they are more prone to communicate with bots instead of other customer servicing channels.

Keeping up with the latest technology

Millennials love staying ahead of the curve. Be it fashion, technology or music. They all want to be a part of the next big thing. They loved drones and hover boards and they’ve also started to love chatbots. It is the newest addition to social media channels. They’re all happy to experiment with the latest technological revelation.

Convenience is everything

Millennials take their smartphone everywhere, they’re always connected to the different social media platforms. Brands need not take any effort to educate these millennials about these platforms. All they have to do is be present on the platforms that their TG frequent the most. The convenience of the chatbots is what makes millennials use them again and again.

How to effectively market your Messenger Bot

Chatbots have been around for a while now and there have been hits and misses since its inception. We’ve cracked the mysteries on what makes a bot successful and the tips to create a perfect bot. And since brands have realized the true potential of bots, they all have incorporated it in some aspect of their business.

Unfortunately, the crowding of bots on the internet have made it difficult for every single chatbot to stand out. This brings us to marketing. How can a business effectively promote their messenger bot and not let it get lost in the crowd?

Well, we’ve got just the right tips to ensure all your existing and potential customers are aware of this feature.

Increase the visibility of your bot

The first step to promote your bot is identification. All your development efforts are baseless if users cannot easily discover your bot. There are different steps to go about this.

  • Create messenger QR codes and place them at your store, events, office or even upload them online on your social media handles and website. This will allow the user to quickly scan the code and get in touch with your business
  • Add a “Message Us” button on your Facebook page
  • Place a “Message” button on your website too. The facebook message plug-in can be embedded onto the website and it can help direct the user to your messenger bot if they have any queries. It also helps push all your efforts to one uniform location
  • Give your bot an identity and a username so people can easily type in the name of your chatbot and locate it

It’s all about the content

Now that we’ve covered visibility and brought the user to your chatbot, it is important that the bot engages and assists the user effectively as possible. To achieve this, it is important to understand the reasons behind creating a chatbot and what makes your chatbot unique.

It is imperative to convey information about your bot, its latest updates and features to ensure top of the mind recall and also to maintain the interest of your audience. This will also provide room for user reviews and feedback to help fine tune your bot’s performance. Your bot can be made more fun and interesting by incorporating GIFs, audio and video files.But do note that your updates about the bot do not become spammy for the users.

With the right balance of the above mentioned tips, you are surely on the right path to Chatbot success!

Why Do Fashion And Beauty Brands Bet On Chatbots?

Despite criticism from companies that have failed to integrate Bots into their marketing strategy, the fashion and beauty industries are still adept at Chatbot. More and more brands adopt them in their marketing strategy.

The question is whether this investment in Bots is paying off, and if so, why?

This article tells us why Chatbots are a popular and essential tool for ready-to-wear and beauty brands.

Try before you buy

Many brands have launched their Chatbot in the hope that one day users will naturally interact with them (especially on Facebook). Unfortunately, more than one example proves that it was not enough to encourage customers to create a real relationship with the company. They have failed to create added value for their customers.

For ready-to-wear and beauty brands, it’s different. Indeed, Chatbots can solve the number 1 obstacle of e-commerce: try the product before buying it. This is particularly problematic for cosmetic brands. Customers can not, for example, test the color of their foundation before ordering it.

By incorporating AR in ChatBots, brands are now able to find the right shade of lipstick or foundation just from a photo.

Estee Lauder is using this new technology to perfection. The brand makes it possible to test the different shades of lipstick virtually. The customers have the same service as in the store, but at home. This option encourages consumers to go to the act of purchase.

A stylist online

For ready-to-wear brands, the ability to “try before you buy” is limited. Even with the ARs, trying on clothes virtually remains difficult. However, fashion companies have found a system to attract consumers: personalized advice on style.

This means that brands can combine basic customer service with personalized recommendations. This process aims to reproduce the experience that the consumer would live in the store.

There are of course limits to this ChatBot. The success of this technology depends largely on its progress. The best brands will be those that will come to customize the tips. To illustrate this, we can take Levi’s, which asks users questions about their size, preferred model, the fit they want, and so on. to suggest the jeans that will fit them perfectly.

Another undeniable advantage of the brand is that it uses True Fit technology. It is designed to increase the chances of providing the perfect model to customers. This tool can significantly reduce the return rate.

In addition to providing useful tips, the Chatbot saves the user time, thus avoiding the need to browse the site for hours, without finding the product that suits him.

The question we can ask is: is it really important that the bot clearly has nothing human? Not really – indeed, users do not dwell on this point if the Bot brings a real added value.

Better integration

One of the biggest obstacles to Chatbots success is that many consumers do not know they exist. Many brands have failed in promoting their robots. Users discover these ChatBots when they try to communicate with the company.

However, recently, Facebook has launched a new plug-in that allows businesses to integrate Messenger into their own websites. This allows users to interact with Chatbot on mobile, desktop and tablet devices.

So, will other brands (other than ready-to-wear and beauty) start investing in Chatbots? Certainly. With the advantages mentioned above such as the integration and customization of the RA, it is clear that some industries have every interest in investing in this tool.

How can Chatbots help in E-Commerce?

It is no surprise that the internet and social media have taken over every aspect of life and everything is available to the user at the comfort of their homes. The number of users making purchasing from an e-commerce store has been steadily increasing over the years. Almost 80% of online purchases is made from a mobile device. So the online stores must ensure that they provide a seamless shopping experience to their customers.

This is where the chatbots would be of great help to them. The best part is that, chatbots do not require you to install a specific app, it is inbuilt within the principal store app or within the social media channel.

How can chatbots help boost e-commerce businesses

Build buzz

Chatbots are perfect to build a buzz around latest products, offers, discounts and sales. They help communicate such information to users on social. This is an ideal way to get the word out there without appearing spammy. Users would appreciate the personalized touch. This would encourage them to at least visit the website.

Instant customer service

Customers want instant answers to their questions, especially when it comes to addressing grievances and purchase queries. But the customer service team cannot be available 24×7. In this case, incorporating chatbots ensures that these queries are addressed instantly. This enables the user to have a smooth online shopping experience.


Over and above the usual benefits, one of the biggest pros of incorporating a chatbot is personalization. Customers want to feel like the brand understands them and their needs. This aspect is key to brand loyalty. With AI, it is now possible for bots to grow and learn from every interaction. This empowers the bots to provide personalized solutions to the users based on their interests/purchase behaviour & previous interactions.

Case Study : Clean & Clear partners with KRDS Singapore to launch skin expert Chatbot for teens

Clean & Clear is a prominent skin-care company that is known for their affordable line of dermatology products. Its products are available in 46 countries and cater mainly to young women.

The brand wanted to establish themselves as the go to skin expert for teens. They wanted to leverage the digital medium to help achieve their goal in an innovative manner. We set out to find a way to reach the teens in a platform they love to use, Facebook!

This led to the creation of Kimi, a friendly chatbots for teens. She was like a big sister who could answer any skin related issue but also knew how to have fun. She was someone that every teenager could relate to and connect with. Kim was introduced as a chatbot on Facebook Messenger.


 How does it work?

Here’s how Kimi managed to capture the hearts of over 30,000 teens.

Kimi asks the user a few questions to understand the skin type, skin problems and the age group. Post this assessment, she lets the user pick the issues he/she is facing, like pimples, oilyness,dull or dry skin. Once the user has chosen a skin problem, Kimi immediately offers useful tips and solutions to overcome this issue.


But it does not end there. She even recommends the right C&C products that’ll help tackle different problems and also offered vouchers to the users.

But all work and no play would make Kimi a dull bot. So, she was also configured with some cool features. Selfie Soundtrack is a feature where where the user’s selfie is analyzed to determine their current mood (happy, sad, angry) using Google Vision API. Once the mood was determined, Kimi picks and plays a song according to the user’s mood using the Spotify API.

The chatbot campaign was immensely successful and resulted in 30,000 user interactions. Out of these, around 25,000 users have opted for ongoing skin care tips. The bot was able to offer 20,000 promo codes, of which, 11,000 were redeemed by users.

The bot can be accessed through Messenger.

4 ways Chatbots can help Hotels

As the technological innovations get better, businesses have to keep evolving to hold their spot in the race for user attention. 2017 witnessed an explosion of chatbots dominating multiple industries at the same time. Chatbots are a perfect addition for businesses that are heavy on conversation with consumers like hotels.

The core of every hotel’s success depends on the quality of service provided. With the surge of internet and smartphones, users want to know all there is to know about a hotel from the comfort of their homes. So, hotels have to constantly innovate themselves to attract more bookings.

Here are some of the ways a chatbot can prove to be an useful asset for Hotels –

Responding to enquiries and FAQs

This is the first step involved when it comes to a hotel booking. Users want information about the hotel, right from its location and amenities to the additional recreational facilities provided. They want to know details about the types of rooms available, tariff, etc. Bots can help address these queries instantly.

Assist in bookings

This is one of the key tasks for a hotel. A lot of resources are employed to ensure that there is a smooth transition for customers from enquiry to booking. Phone reservations have become a thing of the past, customers now want to book rooms through online communication. This is where bots can be highly useful. Customers can instantly confirm their reservations with the hotel. This simplifies the effort taken by both parties i.e the hotel and the customer.

Receive guest feedback

There is always scope for improvement when it comes to providing quality service to guests. Hotels must pay a lot of attention to the feedback and comments from guests. Afterall, they’re the ones keeping the business afloat. Bots can be an efficient medium through which guests can give feedback about their stay. Their responses can be connected to relevant teams to ensure that suitable action is taken

Alerts about offers & discounts

Bots can also communicate about the available offers/discounts/promotions when a user initiates a new chat or even alert users who’ve already interacted with the bot. This helps the bot stay in touch with the customer database of the hotel and create awareness about offers that would result in more bookings for the hotel

Busting the common Chatbot myths

Chatbots are currently experiencing a peak in their growth. More business are companies are joining the AI bandwagon. This technology has been developed, customized and innovated to suit the needs of different businesses in multiple industries. But there are still some common misconceptions surrounding chatbots and we’re here to bust these myths once and for all!

Myth 1 – Chatbots are only for big businesses

This is one of the most common misconceptions when it comes to chatbots. Yes, it is true that some of the biggest brands in different industries have made use of this technology to achieve big results,but, it is not restricted to the elitist brands. Chatbots can be developed for your business, irrespective of the size. And you need not worry about the costs of the chatbots being super high. You can actually develop a cost-effective chatbot for your business without compromising on its quality.

Myth 2 – Chatbots are only used for Customer Service

Most people believe the biggest function of the bots is to address customer queries when the employee is unavailable. But in reality, the potential of these bots is so much more! They can used in various functions like Sales, Accounting, Communications and many more.

Myth 3 – Chatbots lack human touch

This would be the biggest myth that surrounds chatbots. People believe that Chatbots can only offer robotic and repetitive replies to questions. But that is not true.  Chatbots can be built to constantly evolve and learn from every interaction they have. It generates useful insights from every conversation it has. Bots are even being utilized for counselling. So the matter of personalised touch purely depends upon how effectively your bot is built.

Myth 4 – Chatbots will lead to unemployment

Chatbots are developed to make the jobs easier for people, not to completely eliminate them in the process. Even though these bots can be built to perform multiple tasks effectively, its benefits pose a limit. Certain activities need to pass through a human.


With these busted myths, you can surely understand what bots can and cannot do. In this day and age where technology dominates every aspect of your life, bots are the perfect addition to grow your business to the next level.

The Complete Guide to Facebook Messenger For Businesses

Today, ignoring Facebook Messenger in your business strategy means ignoring a network of over 1 billion active users. Probably not a wise decision for your business.

If you thought that this platform is only suitable for private conversations, then you will be surprised to know almost 53% of consumers are more likely to buy if they can have a direct exchange with the brand. (Based on a survey by Nielson)

And yes, over 1 billion messages are exchanged with companies each month on Facebook.

Why does your brand have to worry about Facebook Messenger?

By studying the general trend of the use of social networks, it is impossible to miss the dazzling growth of Facebook Messenger. The number of instant messenger users has now exceeded that of social networks.

According to Business Insider, the top four instant messaging applications have 500 million more active users per month than the top four social networks.

It is also interesting to compare this trend with that of mobile applications. According to a Yahoo Flurryshows study, the use of instant messaging is 5.6 times greater than that of traditional applications (11% over the last 12 months for applications against 62% for instant messengers).

If you take into account these numbers, but also all the benefits Messenger offers, like: communicate privately with your customers, customize your message but also set up automatic messages with ChatBots, it is importnat for your business to have a specific marketing strategy for Facebook Messenger

How to use Facebook Messenger for your business?

Now that you know WHY your business should use Facebook Messenger, this guide will explain how to integrate this application into your marketing strategy.

How to configure Facebook Messenger?

Before having fun finding original ways to use Facebook Messenger, you must first go through the less glamorous step of the configuration.

If you company does not have a Facebook page, it’s time to create one. Messenger and Facebook are intimately linked and inseparable from each other.

1. Choose your username

If you have not done so already, you will need to create a username for your Facebook page (which will also be your Messenger username). It starts with the @ symbol and immediately appears under the name of your page in the left column.

It is also visible in the URL of your Facebook page. It must be at least five alphanumeric characters. It is obviously wise to create a consistent name with your company to facilitate the search for your customers.

How to set up your Facebook Messenger username?

1. Click Create a @username page in the left column of your page

2. Enter the chosen user name

3. Click Create User Name

If this name is already in use, you will need to look for variations until you find the combination available.

2. Enable Messenger for your page

Once you are ready and available to answer future incoming messages, you can enable email on your page.

How to enable email for your page?

1. From your Facebook page, click Settings

2. Click General in the left column

3. Scroll to Messages and click Edit

4. Select the Allow me to contact my page in private checkbox

5. Click Save Changes

3. Configure instant responses and welcome text

Instant answers, without much surprise, are sent instantly when a user sends a message to your page. For example, you can use these messages to inform the waiting time of your response, or to redirect visitors to a page on your website that answers “frequently asked questions”. It is also possible to customize the response with the name of the user.

How to enable instant answers on Messenger?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, select the Yes check box to Send instant answers to everyone who sends messages to your page.

4. Click Edit

5. Edit the message of your choice

6. Click Save

In addition, the greeting appears in Facebook Messenger as soon as someone triggers a conversation with your page. You can use this text, for example, to highlight the types of services you provide through Facebook Messenger and how users can access them.

How to activate the welcome message in Messenger?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, click Yes for a Messenger greeting.

4. Click Edit

5. Edit the message

6. Click Save

4. Manage your response time

Now Facebook posts the speed at which you reply to messages (just a few minutes, a few hours, or more than one day) right on your page. Needless to say, if you want to encourage users to interact with you via Messenger, a shorter response time is better.

If you are ambitious, you can even target the status “Very responsive”. To obtain it, you must have an average response rate of 90% and an average response time of 15 minutes in the last seven days.

To improve your response rate, you can set the email status of your page to “absent” during your idle hours. Messages received during these hours will not be counted in this rate.

How to set your email status when you are not available?

1. From your Facebook page, click Settings

2. Click Messaging in the left column

3. Under Answer Wizard, select the Yes check box to remain responsive when you can not access your computer or phone.

4. Click Edit

5. Edit the greeting to indicate when the user can expect to receive a response from you

6. Click Save

7. Under Stay responsive when you can not access your computer or phone, click Edit.

8. Click Schedule

9. Select your time zone, and then click Add Time Zone

10. Enter the hours when your business is closed or if you can not reply to messages

11. Click Save

Good tips for building your Facebook Messenger strategy

Now that your Facebook Messenger account is ready, let’s see how to use Messenger in your business.

1. Use e-mail codes

Like Snapcodes, Messenger codes allow users to connect to your business by scanning this “image”.

How to find your Messenger code?

1. From your Facebook page, click the Messages tab

2. At the bottom of your inbox, click on the information icon

From this screen, you can see your Messenger code and download it as a graphic file for inclusion on your website, share it on other social networks or add it to your business card.

2. Use Messenger links

Like your Messenger code, your Messenger link is a tool that you can use to encourage customers to start a Messenger conversation with your page. You can use it on your website, in your e-mail signature or even on the various social networks on which you are present.

Your Messenger link is: m.me/[username].

3. Use the “Send a Message” button on local ads

Local ads are among the easiest to create. You can launch them directly from your Facebook page. They allow you to target people based on geographic distance.

Adding the Send a Message button to a local ad encourages potential local customers to contact you directly to learn more about you.

4. Pay attention to your clientele

When your customers encounter a problem with your business, they will not fail to talk about it on social networks. Facebook Messenger can help you in many ways.

  • Respond privately to public messages

Sometimes customers post questions or comments directly to your Facebook page (rather than sending you a private message). These messages are visible to everyone, this can be a problem when, to answer, your company needs personal information about the customer (such as contact information, customer number …)

Rather than urging your customer to send you an email with the information you need, you can now respond directly to a public message with a private message.

The initial comment will remain visible on your public page, but it will display a message saying that you have responded privately, so that other visitors to your page know that you are not ignoring your client.

  • Offer a customer service directly via Messenger

Facebook Messenger can also play the role of customer service for your business. It’s even easier for them to find you on Facebook than to find the email address of your customer service on your website.

Rogers Communications, a major Canadian telecommunications company, has tested Facebook Messenger as a customer service. After several months of use, she noticed a 65% decrease in customer complaints to give way to a 65% increase in customer satisfaction.

However, if you want to use Messenger as a customer service, you must have someone dedicated to this position during your opening hours. Indeed, customers expect a quick response from you. Rogers Communication justifies these very good customer satisfaction figures thanks to its response rate (“Very responsive”).

5. Provide services via chatbots

ChatBots are undoubtedly the most interesting way to exploit Facebook Messenger. They allow you to automate everything while personalizing your message.

The use of ChatBots Messenger by the Dutch airline KLM is among the most developed. KLM uses Messenger to provide flight updates, send you your boarding pass and even change your seat.

6. Vender your products directly on Messenger

A new program has emerged in the United States. It allows you to sell your products directly via Facebook Messenger. However, you must apply to access this program.

Tommy Hilfiger started this practice during New York Fashion Week. Customers had access to the new collections directly after the shows.

For the moment, in order to benefit from this service, your company must be based in the United States. However, you can already start thinking about the strategy to adopt when the service becomes more widely available.

7. Share your location

This feature has no business purpose. It is only a way to simplify the internal communication of your company. By sharing your position, your colleagues or customers know exactly where the meeting or meeting is. This ensures that everyone gets together in the right place.

How to send your location in Messenger?

1. Open a conversation

2. Tap the three-dot icon at the bottom of your screen

3. Click Location

4. Move the pin to the desired location or locate the location by name

5. Tap Send

8. Use a DropBox

It is also possible to attach a DropBox link in your Messenger conversations. This is especially relevant for images and videos because they are displayed directly in the conversation. The receiver will be able to instantly comment the image / graphic … etc on the chat.

For other documents that are not visible, you just have to open them, and these will be available on DropBox.

How to attach a Dropbox file to a Messenger conversation?

1. Make sure the Dropbox application is installed on your computer

2. Open a conversation

3. Tap the three-dot icon at the bottom of your screen

4. Choose Dropbox

5. Select your file

Social networks are constantly evolving. To stay ahead of the pack, your business has to be responsive and adaptable.