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How chatbots act as a customer engagement tool

Manpreet Kalsi
min read
How chatbots act as a customer engagement tool

Chatbots are the latest trend in customer engagement tools and are increasingly becoming reputed as a customer engagement tool.


Chatbots are replacing the old fashioned customer engagement techniques by automating tasks and eliminating overtime consumption.

Time is important to everyone. And 70% of the fallouts of leads is due to slow responses and slower customer engagement tactics.

Older techniques of customer engagement fell out of the market because they were repetitive, costly, time-consuming and often mismanaged.

With the fast-changing time, businesses need to keep up with their customers with newer and creative methods to keep their customers amused. Hence, chatbots came into the game.

Chatbots help the customers better with fast responses, suggestions, bookings, reminders and much more!

How chatbots act as a customer engagement tool

Make the customer understand your product

Customer Support Chatbots engage customers by making them understand your product better. When your customer fails to understand something, the chatbot will send them details about your product and help them in decision making.

In case your bot is unable to provide a suitable answer, probably due to lack of training, you can make a list of such questions and train your bot separately.

This way you will have a 24-hour performing bot that will help your customers find everything they are looking for. They may not want to read the entire content on the website and only focus on what they are looking for. Therefore, they can simply ask the bot and your bot will give the answer in no time.

In fact, you can formulate your answers in different ways to see which customer engages with which type of content. This will help you create personalized journeys for them and retain them.

Hence, you can use it as a custom way to create a personalized experience for your customers.

Keep customers hooked with different methods

Customer support Chatbots use a variety of methods that keep the customer hooked during and even after the customer comes in touch with the chatbot. Let’s see how.


Once the customer comes in for a query, or to find out about your product, the chatbot will automatically take this as a user attribute and automatically send them notifications about the product post-conversion. This way the customer will have gentle reminders about your product and this can keep them engaged for a long time.  


When you schedule an appointment, have a booking or a deadline, the chatbot will automatically send you reminders or you can even set reminders in the chatbot. This way you can use your bot for multi-purposes.

Send images, videos, audios

Visual representation is always nice to look at, easy to understand and more engaging. Chatbots can send your customers images, videos, and audios related to your products and engage your customers better.


Follow-ups are important and are a vital part of keeping your customers hooked. This can be done with chatbots using methods such as emails, notifications, etc.

Broadcast messages

Broadcast messages can keep the customers engaged by sending them regular updates on new product launches, most viewed products, discounts and much more which will keep the customer engaged even after they’re done talking to the chatbots.

Track engagement

Tracking engagement refers to tracking traffic and keeping a watch over your customers’ activities on your website. With chatbot development platforms like Engati, you can track engagement and know what area you have to work on better for better customer retention.

Quick solutions

One of the best parts about chatbots is its quick engagement with instant replies. Slow replies lead to fewer retention rates and it’s a bad engagement technique. Chatbots can avoid this by quick replies and solutions to the customers. By doing this, the next time the customer

Speak to your customers in their own language!

Chatbots bring you a unique advantage. They allow you to engage your customers in their own language, without hiring customer support agents that speak that language.

These intelligent chatbots allow you to localize at scale.

Your bot can converse with customers in 50+ languages, including Portuguese, Arabic, Spanish, German, and Indonesian.

Wrapping up!

Customer support Chatbots have single-handedly revolutionized the customer experience and people are a lot more engaged now.

With chatbot development tools like Engati, you can even track your customers’ traffic and activities which allows you to make further improvisions.

We have a brand new series of Engati CX videos as well so don’t forget to watch, like and subscribe!

We hope you found this blog helpful.

To explore how chatbots act as a customer engagement tool, register with Engati!

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About Engati

Engati powers 45,000+ chatbot & live chat solutions in 50+ languages across the world.

We aim to empower you to create the best customer experiences you could imagine. 

So, are you ready to create unbelievably smooth experiences?

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