A well-configured chatbot answers frequently asked questions day and night and hands the conversation over to a member of staff when needed.
What does this mean in practice?
A chatbot is a program that holds conversations with visitors in a chat window on your website, in Messenger or in WhatsApp. Simple chatbots follow fixed scripts. Modern AI chatbots understand questions in the customer's own words and reply in a natural way.
Why does this matter for your business?
Customers want an answer straight away, including in the evening and at weekends. A good chatbot answers frequently asked questions, collects contact details and hands the conversation over to a person when needed. That way, you never miss an enquiry.
Examples and best practices
- Teach the chatbot your prices, opening hours, service area and frequently asked questions.
- Always offer the option to speak to a person.
- Ask for a name and phone number during the conversation, so you can call back.
- Read back conversations to improve the answers.
How we do it at Ikoon
Ikoon's 24/7 AI chat assistant is a chatbot trained on your products and services. The WhatsApp and Messenger chatbot does the same in WhatsApp and Messenger. All enquiries come together in the Lead inbox (CRM light).