In the context of customer success and support, a chatbot is an artificial intelligence (AI) software that can simulate a conversation (or a chat) with a user in natural language through messaging applications, websites, mobile apps or through the telephone. Chatbots are often used in customer service environments to handle simple, repetitive requests, freeing up human agents to handle more complex interactions.


Chatbots are important in customer success and support as they provide instant, 24/7 support to customers, reduce the workload of customer service teams, and can lead to increased customer satisfaction. They can answer frequently asked questions, guide users through processes, and even help users make transactions.


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For instance, a customer might visit a SaaS company’s website looking for information on how to use a certain feature. Instead of waiting for a human agent, they can interact with a chatbot that can either provide the information directly or guide the customer to a knowledge base article or video tutorial.

Best Practices

Best practices for using chatbots in customer success and support include: 1) Ensuring the chatbot is easy to use and understand. 2) Programming the chatbot to handle a wide range of common customer inquiries. 3) Regularly updating and training the chatbot based on customer interactions and feedback. 4) Having a seamless handoff process to human agents for complex issues that the chatbot can’t handle.