PerfectBot can quickly process all the information from your Help Center, providing your customers with prompt and reliable answers they can trust.

Uncover the techniques to optimize your content for AI support, whether you're creating new support materials or fine-tuning existing ones.

Before You Get Started…

Gather Information

Begin by gathering information from various sources such as FAQs, contact pages, policies, manuals, and your blog. Make the most of the content you already have!

Listen to Your Customers, Not Just Your Instincts

Research the questions your clients genuinely ask, the information they are seeking, and where they encounter issues with your products and services. Then address those needs. A common mistake we often see is when business owners explain topics that are important to THEM but not necessarily to their clients. As clients' needs evolve over time, keep an eye on the questions they ask and update your FAQ accordingly.

8 copywriting tips for creating chatbot-friendly customer service content

Be Concise and Direct

Don't risk losing your clients' attention by having them stop reading in the middle of an answer before finding the information they were looking for. Start each answer with the most important information, and then provide supporting facts, explanations, and examples. This follows a "inverted pyramid structure".

Good practice

For home deliveries, please have someone available between 9:00 am and 5:00 pm for package inspection. .If you can't be there, you can authorize the courier to leave the package, but if you do so, we won't be able to validate the cause of any damage.

Poor practice

For residential deliveries, you or your authorized agent must be present to accept deliveries between 9.00 am to 5.00 pm. If you are not likely to be at the nominated address, please comply with an authority to leave. If you authorize an authority to leave with the courier, and in the rare event there is any damage that has occurred during transit, we are unable to validate the cause. With this said, we highly recommend being home during delivery.

Keep It Short, but Include Everything Necessary

Be informative and ensure you include all vital information related to a given topic. Your answer should be as short as possible while still covering all the necessary points.

Good practice	For home deliveries, please have someone available between 9:00 am and 5:00 pm for package inspection. If you can't be there, you can authorize the courier to leave the package, but if you do so, we won't be able to validate the cause of any damage.
Poor practice	For home deliveries, be present between 9.00 am to 5.00 pm or authorize someone else. If you can't be there, you can authorize the courier to leave the package.

Avoid Mixing Multiple Topics

Don't combine multiple topics in a single FAQ answer. Instead, organize your FAQs logically and distribute the content evenly across various answers, keeping their lengths similar.

Good practice	Do you offer free shipping? We offer free domestic shipping across the entire United States. There is a variable fee for foreign shipments outside of the United States. What are your delivery times? We typically take one to three business days to process orders. After production, you can expect your order to arrive within 3 to 5 business days.
Poor practice	Do you offer free shipping? We offer free domestic shipping across the entire United States. There is a variable fee for any foreign shipments outside of the United States. The standard turnaround time for all orders is one to three business days. Your order will arrive 3-5 business days after production.

Incorporate Keywords

Make sure to include various important keywords or phrases in your answers that are relevant to the specific question. This will help the AI understand the broader context of your content.

Good practice	Can you check my order status? You can track your order on our website: www.perfectbot.ai/track-order. Once your order is shipped you will receive an email with your tracking number. Enter this number in the dedicated field to check your order status.
Poor practice	Can you check my order status? Enter your tracking number on our website www.perfectbot.ai/track-order to see your order status.

Minimize Marketing Language

Focus on providing information that is directly relevant to your client's needs instead of inserting your slogan in every possible place.

Good practice	Do you offer free shipping? We offer free domestic shipping across the entire United States. There is a variable fee for foreign shipments outside of the United States.
Poor practice	Can you check my order status? Ensuring top-quality service is our primary focus, and we strive to achieve it wherever possible. Customer satisfaction remains our highest priority. We offer free domestic shipping across the entire United States. There is a variable fee for foreign shipments outside of the United States.

Use Plain Language

Make your clients' lives easier by using everyday language and short sentences. Avoid jargon, complex wording or lengthy sentences. We strongly recommend using plain language for customer service content, prioritizing clarity over marketing goals or your preferred tone of voice.

Good practice	What are your delivery times? We typically take one to three business days to process orders. After production, you can expect your order to arrive within 3 to 5 business days.
Poor practice	Can you check my order status? What are your delivery times? The standard turnaround time for all orders is one to three business days. Your order will arrive 3-5 business days after production.

Explain Difficult Terminology

If you come across a difficult word that can't be omitted, create a separate answer to explain its meaning. This ensures that those who want to understand it can "unpack" its definition. It's good practice to provide a definition for every term that is important to your business but not widely known, including your rewards program name, and so on.

Good practice	What is GeniusRewards? GeniusRewards is our loyalty program that allows you to earn points with each purchase made on our online store. These points can then be exchanged for discounts on your future orders. You can redeem every 100 reward points into a $1 Gift card.
Poor practice	(GeniusRewards concept not explained)

Restate Questions in Your Answers

When crafting FAQs, respond with full sentences and restate the questions. Avoid starting your answer with a simple "yes" or "no," as clients may ask the same question in various ways. If necessary, PerfectBot will begin the response with "yes" or "no," so there's no need to include it in your content.

Good practice	Do you offer free shipping? We offer free domestic shipping across the entire United States. There is a variable fee for foreign shipments outside of the United States.
Poor practice	Do you offer free shipping? Yes, across the entire United States. There is a variable fee for foreign shipments outside of the United States.

By following these copywriting tips, you can create customer service content that is not only chatbot-friendly but also engages and satisfies your clients.