5 Chat Design Tips To Delight Your Customers

5 Chat Design Tips To Delight Your Customers

Chatbots or chat assistants are increasingly becoming the preferred way of communicating with customers. There is a reason behind this preference. Chatting across devices can be quite easier than typing in text fields (especially if you have fat fingers like mine). Chatbots have led to some amazing customer experiences as well. The only problem is that not every enterprise wants to invest in building and maintaining chatbots. That’s why they prefer using existing tools such as live chat software to communicate with their customers. But even if you are using live chat software, there are some things that can be done to make your customer experience more delightful. Here is a list of 5 tips to help you do it:

1. Offer Autocomplete Suggestions

Autocomplete suggestions are a great way to increase the conversion rate of your chatbot. Autocomplete suggestions work by offering possible answers to a question in order of relevance. It helps users find what they are looking for quickly and effectively.

Let’s say your bot has a feature where users can book flights and hotels from the same chat window. If a user is looking for flight tickets but doesn’t know the exact date of travel, then you can offer to autocomplete suggestions like: “What dates would you like to travel?” or “What days do you want to fly?” This way, your customer doesn’t have to guess which date he or she wants and wastes less time finding what they’re looking for.

2. Use Emojis!

Emojis are a great way to inject some personality into your chatbot, and they can help your chatbot connect more closely with customers.

If you want to use emojis in a professional setting, go for it! But if you’re not sure, don’t worry — the best thing you can do is just try it out and see what happens.

You may find that some customers love them and some hate them, so be sure to test with different audiences before deciding.

3. Understand Your Chatbot’s Personality

The personality of your chatbot is important because it can determine how customers perceive it. This can affect whether they’ll interact with it or not.

You want your chatbot to have a personality that is consistent with the brand image you’re trying to create. For example, if you’re selling organic products, then having a chatbot that jokes around with customers may not be the best approach.

If you’re unsure of what kind of personality your chatbot should have, ask yourself these questions:

  • Is my company professional or informal?
  • What type of experience do I want my customers to have?
  • What kind of personality would help my customers get the most out of my chatbot?

You also want to think about how your chatbot talks to customers. This includes things like tone and word choice. The way you communicate with people can affect how they feel about your company, so it’s important to take this into consideration.

4. Set Up Proactive Greetings

It’s important to set up proactive greetings for your chatbot, which will help you streamline the customer experience.

If you’re using a chatbot for sales, for example, make sure that the first greeting is about introducing yourself and how your chatbot can help them. If you’re using it for customer support, then the first greeting should be about making sure they’re happy with their product.

This is super important because it allows you to get an idea of what they expect from your chatbot before they even start talking! It makes the conversation immediately more personalized and therefore more satisfying for both parties involved.

5. Don’t Forget About the Micro-Interactions

Micro-interactions are those small moments of delight that show a user they’re on the right track. They include things like the loading animation, error messages, and the like. These are often overlooked when designing chatbots because they don’t necessarily add value to the conversation. However, they can have a big impact on how people perceive your chatbot in general.

For example, if you have an error message that says “Sorry! We can’t help you right now, please try again later.” instead of just failing silently with no feedback, your users will be more likely to come back and use the bot again because it gives them confidence in the product.


Chat UI design can be tricky, as you don’t want to overwhelm the user with too many options or information, but at the same time, you want to make all of the options available. But by following these guidelines, you will be able to craft a chatbot UI that is both responsive and delightful to use.