11 Ways to Solve Customer Queries Using Chatbot Platform

It is only normal in business for customers to lay complaints no matter the extent of the service and products they are getting. The common customer complaints have been traced to delay in services and poor communication, which are the strong points of a chatbot. This text is provided to assist you in perfectly entertaining customers using a progressive chatbot platform.


The present state of e-commerce is robust, and digital marketing has made room for many strategies and opportunities, all aiming to create prospects, and existing customers see the need to patronize a particular brand over others. This goes to say that; marketing experts now employ several tactics, utilizing the available resources to connect with prospects and manage relationships with customers through the variety of channels available.

E-commerce has always been about convincing customers to patronize your brand. Most business process software systems (such as project management software solutions, virtual phone systems, and customer relationship management software solutions) have been designed to accommodate customer engagement platforms to expand the number of available mediums via which customers can contact the business institution.

However, customers prefer to contact businesses through social media messengers because it is more convenient. The demand for immediate replies and access to self-service options have forced companies to source for a means of automated brand-to-client conversations. The integration of chatbots has solved this to work with social messengers and communicate seamlessly with customers.

What is a Chatbot Platform?

A chatbot platform is a program that is designed to simulate human conversations on a social messenger and perform designated tasks that it has been pre-programmed to carry out. Chatbots can also be integrated to work with e-commerce websites and other customer engagement platforms. The use of chatbots is very advantageous in a business as it presents the brand with a chance to serve its customers appropriately.

In business, no matter the effort invested in avoiding complaints, customers must still lay valid complaints mainly due to the fact that customer service is often generalized and cannot suit the preferences of every customer. And customer complaints are very unhealthy in a business, which brings about the question; how do we satisfy every customer's demand? However, we cannot provide valid answers to that question without understanding the most common causes of these complaints. Let's find them out together.

What are the Major Causes of Customer Queries?

Business owners and managers dread customer queries, which is why a lot of effort is put into avoiding these queries. However, complaints are inevitable, especially in an e-commerce setting where services are rendered virtually and can easily be delayed or hindered by some unpleasant factors. Since the complaints will compulsorily surface, solutions become the next available option by first identifying the common causes of these problems. We have highlighted a few recurrent reasons for queries in an e-commerce setting from the results of our research, and there are as follows:

1. Delay in Rendering Services and Replying to Messages

Customers are always happy when punctuality is practiced by the brand they patronize. Punctuality in business incites a wave of reliability which is why when the customer is delayed, they tend to lose trust in the company, and complaints usually follow.

2. Failure to Identify Lapses in the Products and Services you Offer

A company is better off if they have a signature product quality, creating an atmosphere of trust for their customers. In a situation where a brand fails to consistently deliver this standard of products due to a few lapses in the production line, complaints from customers cannot be avoided in that case.

3. Poor Information Distribution

Businesses should always be ready to reach out to their clients and partners as soon as possible if a need arises to inform them of new developments. Delayed or unclear information can result in poor customer satisfaction and, inevitably, complaints.

4. Failure to Meet up With Agreed Standards

Because some occasions, particularly in the case of service-based businesses, customers may have decided on some given conditions or standards of service. It becomes a problem if the company can no longer meet up with the pre-discussed conditions governing the deal. This creates a reason for the clients to complain over the business' incompetence.

All the causes stated above can easily be eliminated by employing the services of a chatbot platform to build a chatbot for your messaging applications. Chatbot platforms offer businesses an opportunity to fine-tune their chatbots to perform their scheduled activities conveniently. The performance of a chatbot in solving queries is limited to the chatbot platform used to program it. Let us not take a look at how a chatbot platform can be used to solve customer queries.

Chatbots are less expensive, easier to use, automated, and super-efficient, making them perfect solutions for communication problems in more cases than not. We have defined the primary difficulties that stir customer queries, and most of them have been observed to be caused by poor communication.

How to Use a Chatbot Platform to Solve Customer Issues

Since we have identified that poor communication can easily be solved by using chatbots to handle B2C communication services, these chatbots are the best tools to be used in fixing customer queries. We can now proceed to discuss the possible ways in which chatbots can be used to solve customer complaints when properly built and managed using a chatbot platform. In this text, we have highlighted eleven ways discussed thus:

1. Carry out Effective Marketing Strategies

Chatbots can help to carry out more effective marketing; Digital marketing involves creating a great image for your company through various methods using available online tools. A company that integrates chatbot platforms with their digital marketing campaigns can easily eradicate customer queries by making it easier for the customer to reach them and tapping into the efficiency of the chatbot platform to offer a very precise communication channel for prospects and customers who want to make inquiries.

2. Customer Preferences

Chatbots learn customer preferences and use the information to serve each customer to their taste; Chatbot platforms are structured to learn and adapt to customer preferences using data gathering and artificial intelligence (AI) technology. An automated chatbot can easily identify a customer's reactions to various ideas and build a profile to deliver a more personalized service to the customer. Since customers are more satisfied when their preferences are directly attended to, queries regarding preferential service can easily be eliminated using a chatbot platform.

3. Chatbots Eliminate the Delay in Conversation;

Most complaints arising from customers have to do with the postponement faced in receiving replies for inquiries they have made. Customers prefer receiving instant responses to their messages as it makes them understand that they are important to the company they patronize.

4. Chatbots Provide a Medium for Self-service

Some customers prefer to perform primary services independently without help from service agents, while some may prefer immediate attention that cannot be guaranteed by a customer service agent. Communicating using a chatbot platform exposes the users to the opportunity of carrying out basic services on their own by merely sending recognizable textual commands to the chatbot to perform designated duties. For instance, booking an appointment may seem too minor for a client to be required to call the business phone. Using a chatbot platform and programming it to book free time slots will be more effective in such cases.

5. Chatbots Make the Conversation a Lot More Engaging

A more interesting conversation can calm the nerves of an angry client. Using a chatbot platform opens up the opportunity for a heated argument to be liquidated into a mutual contributory conversation by exploiting the ability of the chatbot to operate calmly even under pressure, unlike humans that may flare up from frustration. The precise and calm explanations given by a chatbot to a client are enough to provide the solution to almost every possible issue that may have arisen.

6. Chatbots Easily Identify Leads

In digital marketing, depending on the level of conviction of a prospect, formal communication styles differ for various opportunities. The chatbot platform assists the users in identifying these leads and applies the best already programmed tactics to communicate with them effectively. This brings about proper customer relationship management and, subsequently, a reduced rate of queries.

7. Chatbots Help Customers Find Products

Customers get frustrated when they cannot receive instant replies while brainstorming to decide on which product model or brand to select. Sometimes they ask too many questions and get delayed responses from customer service agents, which stirs queries. However, customers now have steady access to answers about products and services using a chatbot platform to communicate with customers.

8. Chatbots Conduct Surveys More Easily

Chatbot platforms can be programmed to send out survey generation forms at the end of conversations. Generating surveys will be more effective, and more engagement will be generated by including the conditions in personalized messages using a chatbot platform.

9. Chatbots are More Effective in End-of-transaction Feedback Generation

In e-Commerce, particularly its digital marketing aspect, transactional notifications also serve as an avenue to communicate with your customers. You can add appreciatory and feedback generation messages to your transactional messages to communicate with your customers to request feedback to aid you in serving them better and inform them of any detail that may not have been stated on the terms page. These messages can be programmed into the coding of a chatbot platform for automatic distribution.

10. Chatbots Reduce the Workload for Service Agents

Chatbots are making them available to schedule physical appointments and answer calls; Customer service agents that represent a chatbot-enabled e-commerce company usually have less work than normal. This spare time can be channeled into another important business process where their services will be more critical. They will also be supportive in the call center to reduce the wait time for call queueing and fix physical appointments.

11. Chatbots Offer an Overall Better Customer Experience

The services provided to a customer while facilitating a transaction are usually important as they determine customer loyalty, especially for first-time purchases. Customers who transact online via a chatbot platform are generally very satisfied with the services and are less likely to respond with queries. Instead, they patronize the brand again.


US-based product and brand developer Connie Edler once said, "Excellent customer service is the number one job in any company! It is the personality of the company and the reason customers come back. Without customers, there is no company.

Customer satisfaction is huge and should be given much attention. Chatbots may be very effective in solving customer queries due to their personalized approach but, chatbot platforms perform in correlation to their buildup, which is also determined by the online chatbot builder used in designing them since they are mostly not scratch-code programs.

Chatbot builders are packed with actionable features to make your chatbot-building journey easier. However, you have to pick the best in the industry to ensure maximum efficiency and zero queries in the future. An excellent online chatbot builder that offers chatbots to fit every criterion is the BotUp by 500apps. For more information about our products and services, visit the website.


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