Here are a few tips and examples of what a well-designed chatbot might look like.

Welcome Messages

On desktop:

• Use large screen on desktop (open chat)
• Highlight your selling points to convince users
• Clear CTA: dedicated button to start consultation

On mobile:

• Shorter message adapted to screen size
• Clear message: after 4 questions, users will find the right product for them
• Clear CTA: click on the message to start

Both messages can be used to link to the same chatbot but differentiating between mobile and desktop makes sense since the open chat version performs better on desktop.

Make sure to adapt them to your brand and use different welcome messages for different chatbots.

Questions and answers

Typically a good chatbot consists of 4 - 8 questions. Much more important than the number of questions is their content though. Make sure to only ask questions that actually add value by making recommendations better and giving users a more secure feeling.

The opening:

Make sure to greet your users first! If possible, offer different services at this point e.g. by integrating your customer support live chat.

The first question:

• Make sure to ask a clear question
• The answer options should be understandable and different from each other
• Use emojis where it makes sense

Offering different options:

• Sending messages between questions makes the conversation feel more natural
• Use different question formats like multiple choice wherever it makes sense
• Tell the user what his/her options are
• Restricting the number of selectable answers can make sense
• Add a None answer option