A chatbot can add real value to your website and save your team time - but only if it's set up and maintained effectively. Here are five essential tips to help you get the most from your chatbot.

1. Set It Up With Purpose

A chatbot is only as powerful as the information you give it. During setup, take the time to clearly define what you want the chatbot to achieve. For example, do you want to reduce the number of customer queries your team handles manually? If so, provide detailed, accurate responses that address your most common questions.

Think carefully about the tone of voice your chatbot should use. Does it reflect your brand? If you need help aligning the tone with your existing messaging, speak to our Development Team.

Remember, your chatbot is often part of a customer’s first impression. Setting it up correctly from the start reduces the need for constant revisions later.

2. Keep the Information Up to Date

Your chatbot is only as good as the information it holds. We recommend reviewing and updating its content monthly. The more current and detailed the information, the more helpful and accurate your chatbot will be.

If your business changes its operations - for example, closing for a bank holiday or updating contact details - make sure those changes are reflected in your chatbot. A good rule of thumb: if it’s going on your social media, it should also go into your chatbot.

With RelayDesk, we make it really easy to keep your information up to date. Use our "Scraping Targets" feature to add URLs that we will automatically visit and extract the data. For one client, they've created a Scraping Target that checks their opening times page on a daily basis as the opening times are subject to change.

3. Test After Every Update

Every time you make changes to your chatbot's content or functionality, test it. Even small inaccuracies can create a poor experience and discourage potential customers. Regular testing ensures your chatbot continues to provide a smooth and reliable interaction.

With RelayDesk, we give you a page to easily access and test your chatbot.

4. Make It Personal

Your chatbot is an extension of your team so it should feel like one. Consider how your team interacts with customers, and aim to reflect that same tone and friendliness in your chatbot.

Integrating your chatbot with your backend systems can allow it to greet users by name, reference past interactions, or provide personalised responses. Real-time data helps your chatbot move beyond rigid scripts and deliver a more natural, helpful experience.

5. Know When to Hand Off to a Human

Even the smartest chatbot can’t handle everything. Some users will always prefer to speak to a real person, especially when dealing with complex or sensitive issues.

Make it easy for customers to reach a team member - whether through clear prompts, call-to-action buttons, or fallback responses. And be sure your team is receiving these handoffs promptly to close the loop.

With RelayDesk, your chatbot will understand the customers intent and will proactively suggest when to escalate to a human. For example, a RelayDesk chatbot understands when your customer is getting frustrated, upset or angry. Your team will then receive an email alert with the customers information, enabling you to resume the conversation with the customer and complete their support query.

Final Thoughts

An effective chatbot doesn’t just save you time,  it can improve your customer experience, reduce friction, and even boost conversions. By keeping it accurate, personal, and well-tested, your chatbot will become a true asset to your business.

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