News & Insights

The role of chatbots in the customer journey

24/10/2025

From websites to mobile apps, chatbots can automatically answer frequently asked questions, collect customer information, and guide users to relevant content. With AI, chatbots understand context better.

How chatbots support each stage of the customer journey

1) Awareness

• Answer quick questions such as pricing, delivery policy, and promotions.
• Collect user information (email, phone, needs).
• Suggest relevant products via short, natural questions.
• Automatically send links to product pages, blogs, or landing pages.

Example: A cosmetics brand can use a Facebook chatbot to ask “What is your skin type?” and immediately suggest suitable products.

2) Consideration

• Auto‑reply detailed questions (returns, warranty, payment flow).
• Recommend alternative or discounted products to keep users engaged.
• Let users book a consultation with a staff member.
• Send special promo codes to encourage purchase.

3) Conversion

• Guide step‑by‑step checkout and payment.
• Send fast‑pay links (e‑wallets or cards).
• Upsell related items and cross‑sell complementary products.
• Handle issues during checkout (errors, slow confirmation, invalid promo code).

4) Retention

• Send thank‑you messages after successful delivery.
• Automate satisfaction surveys (CSAT/NPS).
• Remind users about warranty, maintenance, or subscription renewals.
• Suggest new products based on purchase history.
• Resolve complaints quickly before they escalate publicly.

Upsell, cross‑sell, and nurturing

Designed well, chatbots are not only customer support tools but also automated sales assistants that increase average order value and nurture long‑term relationships.