Quick check
Guess first, no penalty. A customer asked the store's website chat about returns, then came into the store. Who deals with what the chat told them?
A chatbot is a program that answers typed questions. On a store's website or app, it answers simple ones before a customer comes in, like opening hours, order status and the returns policy.
How a customer question moves
flowchart LR
A[Customer asks the website chatbot] --> B{Simple question?}
B -->|Yes| C[Bot answers]
B -->|No| D[Customer comes in to ask]
C --> E[Customer arrives expecting that answer]
D --> F[You check stock, label and policy]
E --> F
F --> G[You answer and solve it]
Both paths end with a member of staff. A customer who got an answer from the bot walks in expecting it to be true, so part of your job now is knowing what the bot tells people, and what to do when it was wrong.
Ask the bot yourself
The quickest way to know what the bot says is to ask it the questions customers ask you. Here's a short checklist:
Questions to ask our website chat this week:
1. What time do you close on Sunday?
2. Can I return something I bought 5 weeks ago?
3. Is the blue coat in stock at this store?
Check each answer against the real hours, the returns policy and the stock system.
Anything wrong: take a screenshot and show my manager.Fill the gaps
Fill the gaps so the check finds what customers will be told.
Checklist
Ask the website chat . Check each answer against . Anything wrong: .
Try it
Your steps, about 2 minutes
- 1.Open your store's website or app chat, if it has one. Ask it the two questions customers ask you most, and check each answer against the real policy or stock.2 min