Business Growth

The Ultimate Chatbot, E-Commerce and Marketing Dictionary

Kazimierz Rajnerowicz
Posted on

Reading about chatbots can sometimes be difficult for those who are new to the subject. It is easy to get lost in the technological jargon, marketing terms, and many ideas which seem familiar, but have different meanings in the context of chatbots or e-commerce.

Here’s the ultimate lexicon which explains the most important terms related to conversational bots. You can use it as a handy chatbot reference and a first-aid glossary.

Should you encounter any new term you would like us to add, submit your suggestions in the comment section below the glossary. We will provide a straightforward explanation and append it to the list.

All of the terms and definitions are listed alphabetically.

chatbot vocabulary - a

Artificial Intelligence (AI)

A complex set of technological solutions which makes computers more advanced and, at least in theory, human-like. AI can make decisions based on reasoning, learn new things on its own, and imitate human behavior. It uses deep learning and artificial neural networks to simulate processes similar to the ones which happen in our brains.

The field of Artificial Intelligence is rapidly developing, and progress is made every year, although computers still have the intelligence of a toddler (with some mad math skills). AI is used in chatbots for figuring out the intent of users’ messages and coming up with relevant replies.

Automation

It happens when machines replace people for repetitive and uncomplicated tasks. Automation is a concept as old as the industrial revolution itself, but it escalated after the invention of microprocessors and computer processing units. It is hard to think of an industry which hasn’t been affected by the growing degree of automation.

Several decades ago, robots were introduced in car factories. Now, the spiders from Google, stock-trading bots and virtual agents make the world go round. Automation can drastically reduce the workload in logistics, business management, or customer service. Chatbots used for customer support, sales, and marketing automation are a great example of this trend.

Autoresponder

It is a piece of software which automatically send responses for emails. For example, when someone you want to contact via company’s email is on holiday, you may receive an automatic email response that is sent by an autoresponder. It can be an important tool for customer service, but autoresponders sometimes have problems with passing through spam filters.

When your autoresponder replies to incoming spam emails, the messages it sends can be identified as spam as well – it is contagious. Chatbots used as a customer service channel can be a good alternative to autoresponders.

Avatar

Avatar is a science fiction movie from 2009 (directed by James Cameron) which is a soft-reboot of Pocahontas.

Wait… that can’t be it.

Let’s start over. In the world of social and messaging online platforms, an avatar is a picture or an icon which is a visual representation of a person. In a way, it is a profile picture, a portrait, a “face” which we use during our online interactions.

Chatbots also have their own avatars. Sometimes they are linked with a company’s brand identity – a chatbot can simply use a logo or have a “personality” of its own, like Ralph, the LEGO chatbot, or Pancho the weather cat. The latter examples use lego and cartoon characters as their avatars.

chatbot vocabulary - b

Bot 

A virtual equivalent of a robot. Robots (the name robot comes from a science-fiction story by Capek – the Czech word robota means forced labor/slavery) are real-life machines which act like humans (if they additionally look like ones, they are called androids) or perform their labor.

Bots, on the other hand, are mainly virtual – they typically are pieces of software which behave like regular computer users. They send emails, browse websites, play at online casinos, send funny pictures, etc. So far, they don’t take selfies – but some of them are probably stealing your selfies right now!

But, they aren’t all bad.

Some bots are friendly and very useful. For instance, chatbots specialize in online conversations and they can hugely improve e-commerce customer experience.

Brand Voice

When we think of brand identity, the visual identification elements – such as a logo or a mascot – usually are the first elements which come to our mind. But, there is another crucial ingredient to any brand – its voice. Brand voice encompasses everything a brand communicates through words. Advertisements, commercials, website content – they all contribute to defining a company’s voice. It can be witty, elegant, sensual, cool, chilled-out, calming – whatever fits your industry or product.

Your chatbot should be fluent in speaking your company’s unique language and be another asset which strengthens the brand identity.    

chatbot vocabulary - c

Call to Action (CTA)

Click me!

Join us!

View our new tutorial!

Listen to our podcast! Read more from our brochure! Visit our website! Buy our product! These are all examples of CTA. A well-crafted call to action is like a period in a sentence, but it doesn’t really end anything. It passes the torch to the customer. Therefore, it should empower and encourage them to take action. Chatbots can do just that – although, instead of shouting at your customers, they have to opportunity to chat with them in a friendly manner and give them a gentle push towards conversion.

Chat Box

A chat box is where an online conversation takes place. It can be a part of the messaging app interface or chat widget. New messages appear in the chat box, and usually once they are sent they cannot be deleted. Although there are some ways to clear the view of a chat box.

Interestingly, there are also ways to see what the others are typing in before they send their messages to appear in the chat box. This feature is available for the users of Tidio Live Chat to provide better support and answer your customers’ questions before they even finished asking them.

Chat Log

Chat logs store the conversation history. Conversations with separate users have their own logs, and you can access them independently. They can be used to retrieve information or analyze customer issues and queries, to better understand their needs. Chat logs can also be used to monitor the interaction between chatbots and users. After all, you didn’t handle the conversation personally – to see how well your chatbot performed you usually need to visit the chat logs.

You can visit the Conversations in your Tidio panel to view the logs and check conversation details – messages sent by chatbots are marked as Automatic.

Chatbot

The word is a compound of chat and bot. A chatbot is a bot which can have a chat with people trying to interact with them. There are text bots, visual chatbots, and voice bots.

Your Tidio powered chatbot can greet your customers and initiate a conversation

Sometimes AI chatbots talk with each other – that can quickly turn into a hilarious and surprising conversation. Sometimes deep-learning chatbots talk with thousands of people to improve their AI conversation skills, and the results are not so funny. The chatbots get corrupted and say things you wouldn’t hear from a docker.

However, sometimes cute cartoon chatbots accidentally say that it isn’t them that are corrupted but the (regime) government. And then they are turned off. Thankfully, ecommerce chatbots have simpler tasks and they manage just fine. They do what they’re told and don’t go off the rails.

Chatbot Builder

Chatbots are computer programs. They are made of several thousand lines of code. To build one you need to code it or use a chatbot-making platform (a chatbot builder). There are several different frameworks and approaches, but a complete chatbot-building solution is best for people who don’t have software development experience.

Tidio chatbots send a message

Tidio comes equipped with a visual chatbot builder which can get your custom chatbot running in a matter of minutes. It uses drag-and-drop mechanisms that make the editor easy and intuitive. You can also test chatbot prototypes without letting them out – it is both a chatbot workbench and training ground.

Communication Channels  

These include phone, email, messaging apps, social media, or live chat. We live in the age of communication, and there are new channels and means to get in touch appearing by the minute.

All of the communication channels can be employed to reach customers and provide better customer service. Each of them has its cons and pros, appeals to different demographic groups, and requires a unique approach. Chatbots are part of the live chat environment – live meaning real-time, not necessarily “alive”. They simulate a human-like conversation and use the communication channel which we all know and enjoy.

It is worth noticing that live chat and messaging apps have recently become more popular than social media platforms.

Content Strategist

A content strategist is a person who decides what type of content works best for a company and plans how to publish it. Content strategists take into account factors such as brand voice, SEO strategies, and customer/user experience.

A content strategist can be involved in all content-related actions – from releasing an ebook to changing the label of a button in the user interface. We can treat chatbot messages and predefined responses as a special case of content as well. When writing a conversation script, it may be wise to consult it with the content strategist of your company, or a person with a similar function.

Do you intend to meddle with words?

Ask your content strategist if it’s a good idea.

Conversation as a Platform (CaaP)

The idea was coined by Microsoft. According to CaaP, conversation is the next step in the evolution of human/computer interaction. This vision has been advocated quite vehemently in recent years.

Cortana (a virtual assistant) has been chosen as Microsoft’s poster child. Now, the technological prophets from Microsoft zealously announce: what a computer mouse and the point-and-click idea was to the age of home PCs, what a touch screen was to the age of smartphones, a direct text/voice conversation with machines will become to the following decade.

Good news for chatbots!

Conversation Flow

Simply put, it is the way a conversation goes. In the case of chatbots, a conversation flow is designed by attaching nodes which represent certain actions or messages. It can turn into a complex diagram with many interconnected branches or a straight line with several nodes in a row. To design a good conversation flow, you should know some general rules of how real-life conversations work and the core principles of conversational design.

The way you design your conversation can make all the difference when it comes to user experience and striking a note with your potential clients. A well-designed chatbot can be a huge asset, but it must provide a frictionless experience.

Conversational UI 

A user interface (UI) is conversational when it works just like a chat with a friend. Instead of clicking your way through technobabble buttons and typing in some esoteric-sounding commands, you talk with pieces of software with natural, everyday language.

Some interfaces are conversational in the way they communicate with the user, provide hints, and use intuitive behavior flows – they feel like a dialog. Thera are also solutions which take it to the next level and literally use UI based on conversation, like voice assistants (Alexa, Siri, Cortana) and chatbots.  

Conversion Rate

If you own a store which is visited by one hundred clients per day and five of them buy your product, then your conversion rate for that day is equal to 5%. It gets more complicated and there are different ways to calculate your conversion rate.

websites using live chat get 20% more conversions

In the case of e-commerce, it is generally the number of accomplished conversion goals divided by the number of all visitors. Your conversion rate for people who created an account on your website can differ (it will be higher) from the conversion rate for those who bought your products.

What does it have to do with chatbots? Ecommerce chatbots are proven to boost the conversion rate of online stores – people become more engaged when a virtual assistant offers help (or a discount).

How to Calculate Conversion Rate?

Conversion rate can be calculated by dividing the number of customers who bought your product by the total number of customers interested in your offer – a ratio of buying customers to potential customers. Sometimes it is also calculated by monitoring successful interactions and checking them against all interactions.

Customer Experience (CX)

Customer experience is what really matters in the modern world of retail. People can google the lowest prices, but excellent customer service is worth more than a few lousy dollars saved in your pocket.

Shopping is not a raw transaction of goods, but an exciting adventure – the better you make it, the more you’ll sell. Customer experience is the sum of all emotions, actions, and insights concerning a brand which customers have. Chatbots can interact with customers, and they help to make a good impression – people always prefer solutions that are conversational. 

Customer Relationship Management (CRM)

It is a set of procedures, a strategy, in a way – a special kind of business philosophy. Customer Relationship Management is linked to customer experience – it focuses on all of the contact points between a company and a client. CRM and CX are closely associated, but while CX deals with delivering the best product or solution, CRM is more about receiving feedback, providing support, gathering user data, and optimizing the processes involved.

There are dedicated Customer Relationship Management systems which automate all information-processing tasks that are necessary for the company’s marketing, sales, and customer service. Chatbots can be integrated with various CRM systems – for example, Tidio chat bots can collect leads and send them to Zendesk Sell, Salesforce, Pipedrive, or other sales CRM apps.

Customer Satisfaction Score (CSAT)

We use the CSAT for measuring customer satisfaction and the quality of customer experience. Usually, it is a five-point scale with answers along the lines of:

  1. Very unsatisfied
  2. Unsatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

Customers can give feedback through surveys provided after interacting with businesses. For instance, when you complete a customer support call, you may receive a CSAT survey.

Customer Satisfaction Score is used by businesses to improve their service standards, evaluate the performance of employees, and the quality of their products. Chatbots can be triggered by any type of action customers take, like completing their purchase and used to collect a CSAT score to measure the level of their satisfaction.  

Customer Service

Customer service is any form of assistance your business provides for your customers to help them buy and use your products or services. It should come as no surprise that good customer service adds value to whatever you sell and improves your customers’ satisfaction level. There are many types of customer service channels, but in the case of online stores, they are usually email, live chat, or phone support.

types of customer service

Chatbots can be used as tools that automate your customer service workflow. They can act as virtual shopping assistants, take care of customers’ queries (FAQ chatbots), and collect their opinions about your company.

Customization 

It is frequently confused with personalization.

Customization is every single modification a user can make to improve a product to fit their taste and needs better.

Personalization, on the other hand, is the action of modifying the product (or customer experience) taken by a company to appeal to different users by recognizing their individuality. When they put a sticker with your name on a cup of coffee, it is a personalization.

When you can modify your order – add some extra honey and chocolate to your cappuccino, for example – it is a customization. Modern customers love both, and they expect the things they buy to be customizable and that the act of buying will provide a personalized experience.

Chatbots can be employed to suggest customization options and they can personalize shopping, for instance, by addressing your customers with their name or greeting them in their language.

chatbot vocabulary - e

E-Commerce

When you buy or sell something online, it’s basically e-commerce. What email is to regular mail, ecommerce is to the traditional exchange of goods and services. The E stands for “electronic” because while the products can be real things, most of the processes involved with shopping and transactions are purely virtual. Retail ecommerce sales worldwide are about to surpass $4 trillion (in 2020) and amount to almost 5% of the total world GDP. We live not only in the age of e-commerce, but also the age of conversational e-commerce, in which live chat, messaging apps, and chatbots are becoming the most important tools for driving online sales. It isn’t too late to join the wagon.

Email Marketing

We all know email marketing and usually associate it with unwanted spam messages sent in bulk. The thing is, email is still one of the most important communication channels, and email marketing campaigns tend to have a relatively high success rate.

The best way to use them is to target only those who explicitly expressed their interest in receiving materials from your company through email. Chatbots can be useful for getting the leads and convincing you users to sign up for your email campaigns. For example, Tidio can be integrated with Mailchimp and become a part of your email marketing strategy.

Chatbots powered by Tidio can also send emails on their own!

Emoticon

Emoticons, also known as emojis, are graphical representations of emotions which are used for texting and writing online, especially in messaging apps and across social media platforms. They are meant to quickly convey emotions which may be difficult to express in words alone.

Originally, the Internet users created smiley faces and other emoticons with punctuation marks and more or less common characters from the ASCII table (American Standard Code for Information Interchange).

Today, there are small images and animations which can be composed into text. Some of the most common ones, such as 🙂 are now automatically replaced with their visual equivalents.

Emojis are so popular, that seeing a short piece of online writing without any make it appear dry and emotionless. It is a good idea to use emoticons in your chatbot messages to help them connect with users and immediately form an emotional bond.

chatbot vocabulary - f

Facebook Messenger

It is one of the most popular messaging apps in the world. Many young people abandon using Facebook as a social media platform altogether but still use Messenger as their default app for talking with people online. It became so ubiquitous, that it is no longer treated as a part of Facebook, but something else entirely.

In recent years, messaging has overtaken social media use as dominating online activity. When people think about chatbots, some of them think about Facebook Messenger chatbots, which are becoming a kind of standard. Tidio Live Chat can also be integrated with your Messenger and Facebook fanpage/website.

Frequently Asked Questions (FAQ)

Frequently Asked Questions, unsurprisingly, are the questions which the visitors of your website/online store ask most frequently. Instead of answering them manually, you can create a special FAQ subpage on your website with compiled answers to all of the questions your customers ask over and over again. Or better yet, you can create a FAQ chatbot which will narrow down your customers queries by means of conversational progressive disclosure, which is a brainy way of saying – it will make them answer some additional questions and give them the best answer right away, without making them read through endless pages of questions and explanations.

Fembot

A feminine robot, sometimes also known as a gynoid (a female android). Fembots are part of popular culture and the topic is frequently used in science-fiction movies, books, and video games. One of the first science-fiction movies in history, Metropolis from 1927, has a protagonist with an evil fembot doppelgänger. There are many more examples of female robots. It actually raises a question – do robots or chatbots have gender? Chatbots can be equipped with personality through temperament, sense of humor, the language they use, or association with their avatar pictures.

Your chatbot can be a gender-neutral cartoon robot or animal, but it can also be made to resemble a female or a male agent. Notice, that all of the popular virtual assistants (such as Alexa and Siri) use female voices by defaults and are, in a way, fembots or female chatbots.

chatbot vocabulary - i

Integration

Software integration is the process of joining two (or more) different systems, platforms, or applications. Integration is important for transferring data across various pieces of software. There is no “I” in “team”, but “integrations” start with one – they are supposed to provide support and maximize the effectiveness of the core app.

Some computer programs are extremely useful, but they specialize in selected operations and tasks – to optimize their performance and to successfully incorporate them into your workflow you need to integrate them with other computer programs.

With live chat and chatbot platforms, such as Tidio, combining forces is also possible and advisable. Chatbots can be integrated with messaging apps, ecommerce platforms, website building solutions, and CRM systems of your choice.

Interface

Interfaces enable communication between computer programs and people. The evolution of user interfaces might surprise some of the younger generation born in the era of touch screens and smartphones.

The earliest computer interfaces were based on punched cards. Throughout most of the 20th-century computer history, users utilized computer keyboards to type in commands – the interfaces were text-based. Graphical user interfaces were the next step of the evolution – they made use of a computer mouse to point at elements of an interface or drag them across the screen.

Today, users are accustomed to mixed UI solutions that feel organic to the situation. Chatbots are a particular case of conversational user interfaces – you usually make chatbots accomplish specific tasks by selecting or writing natural language messages. The interaction feels like a regular conversation and the interface becomes natural and transparent.

What Is an Interface?  

An interface is a physical or virtual device/object which is used to mediate communication between a user and a piece of technology. E.g., a keyboard is an element of computer interface, but a “Log In” button is a part of a website interface.

chatbot vocabulary - l

Landing Page

It is a strategic page of your website which introduces the visitors to your business. Landing pages (frequently home pages) are used for lead generation. They are usually the destination pages which users land on after clicking on the search result links.

Most of the online marketing campaigns, as well as other instances of online presence of a company (like a Facebook website), redirect users to selected landing pages. As the first touch-point with potential clients, landing pages are usually fine-tuned and polished.

Adding a chatbot to your landing page increases the level of user engagement and can hugely improve the conversion rate.  

Lead

When a visitor of your website gives you the contact details, registers an account, sends you an email with questions – they become leads. So, what is a lead? A lead is a person interested in your products or services. When potential customers are acquired they become leads, and some of the leads turn into paying customers.

There are two main processes involved in a successful business strategy –  generating leads and converting leads into sales. Chatbots can do both and you can fit them nicely with your sales strategy.

For example, a chatbot can automatically initiate conversation and, afterward, pass selected customers on to live chat operators who specialize in closing deals.

Live Chat

Live chat is an online messaging solution that uses real-time chat conversations to exchange information between live chat users/operators. E-commerce live chat can be used for shopping assistance, customer service, or handling orders. As opposed to email support, the dynamic nature of live chat translates into a more engaging customer experience and, ultimately, more sales.

Currently, live chat is the preferred communication channel among digital buyers across the world. Online shopping of the past lacked the welcoming, helpful, and friendly assistance of a human being which made “offline” retail stores unique. This is no longer the case, as live chat brings the benefits of human interaction to the table.

Live Typing

Before people send their live chat messages, they need to write them first. This process is known as live typing because the user presses the buttons on their computer keyboards/touch screens and the letters appear in the live chat prompt box in real time.

When a message is complete, users can send it – the message will immediately appear in the main chat window/box and the conversation partner can read it. Tidio Live Chat has a premium feature that allows to shortcut this process and read the messages as they are written.

The Live Typing feature is available only on the side of the live chat operators. It is useful to track your customers’ behavior and their intent – it is like playing chess and mind-reading your opponent!

No wonder you (or your support operators) are two steps ahead.

chatbot vocabulary - m

Micro conversion

Conversion happens when a lead turns into a sale. Someone buys your product and usually that is the ultimate goal.

However, it may be tricky.

How to eat an elephant? One bite at a time.

You can accomplish any task if you break it down into manageable components. Instead of focusing on the big conversion (a macro conversion) it might be better to take care of several micro conversions first. All of the small steps – such as subscribing to a newsletter, creating an account, downloading a PDF catalogue – that get you closer to your primary goal are micro conversions.

There are many opportunities that businesses miss because they concentrate on their big goals too much and don’t see that there is much room for improvement of the little things that matter.

A single interaction with a chatbot may seem insignificant if we look at the big picture, but it is a good example of micro conversion. If there are hundreds of such interactions, you can get several paying customers. Remember that everything counts in large amounts.      

Microcopy

Microcopy is a short copy – a small piece of writing which appears as notification messages, button labels, or short instructions. Copywriters create microcopy mainly for user interfaces to enhance the conversational qualities of their design.

Chatbot messages, as well as chatbot quick reply suggestions, can be considered as microcopy, because they need to be short and user-friendly. The term is related to the broader field of UX writing.

Creating good microcopy content is an essential skill for making well-designed chatbots and conversational user interfaces.  

Mobile App

Mobile apps are programs which you can install on your mobile devices. Some of the mobile apps are created exclusively for smartphones while others are mobile counterparts of popular desktop software.

Usually, the mobile equivalents are trimmed down and lack some of the more advanced features which require more processing power and memory.

However, mobile apps are extremely handy in situations when you cannot access your desktop PC. Tidio Live Chat is a platform which can be used either in your web browser, as a desktop app which you can install on your PC, or as a mobile app. It enables you to use the live chat feature and answer your clients’ queries wherever you are.

chatbot vocabulary - n

Natural Language Processing (NLP)

Natural Language Processing is a technology frequently used as a chatbot and virtual assistant software feature. NLP interprets user input and tries to understand it.

This technology can make human/computer interaction much more natural. Instead of writing precise commands and requests, people can express their intent with everyday language.

The NLP skills of common chatbots have been improving gradually, but they are still quite basic. Even the most advanced AI chatbots can’t really hold a complex conversation without misunderstanding messages and being repetitive.

For now on, it is very important to provide hints concerning the type of input a chatbot expects in a specific situation.   

Net Promoter Score (NPS)

It is one of the core metrics used for measuring the customer experience. The standard question used to calculate NPS is:

How likely is it that you would recommend our company/product to a friend or colleague?

The answers range from 0 to 10 points, with 0 being “not at all likely/very unlikely” and 10 being “extremely likely/very likely.” People who answered 9 or 10 are tagged as promoters, and people whose answers were between 0 and 6 are marked as detractors.

There are also passive customers (who chose 7-8), but they don’t come into the equation. The Net Promoter Score formula is simple – you count the percentage of your promoters and detractors and then subtract the latter from the first one. The result is your NPS.

How to calculate nps

Chatbots can be used to conduct NPS surveys – they also create a better customer experience and, very likely, improve your Net Promoter Score.

Nodes

In general, nodes are intersections within a network. Conversations built with visual chatbot editors usually are made of interconnected nodes. You can think of them as checkpoints which help to navigate conversational design.

At each node, an action is performed either by the chatbot (sending a message, asking a quick reply question), the live chat engine (like checking if specific conditions are met), or the user (sending a message or choosing one of the suggested answers).

Nodes direct the flow of conversations and different node routes are taken in varying scenarios. Tidio’s visual chatbot builder uses drag-and-drop nodes which you can connect. It is easy to create even the most advanced chatbot designs and make your chatbot ideas come to life.

chatbot vocabulary - o

Objective Tone

It is frequently used in technical writing. Objective tone is impersonal, neutral, unbiased, and user-oriented. Sometimes it is good to use objective tone when you want to draw attention to the topic you write about, and not yourself. With this type of writing tone, the figure of the writer automatically becomes transparent, omniscient, and authoritative.

It works really well with technical writing, as well as UX writing, because it feels reassuring and helpful. After all, when you need guidance with your app, you don’t want your tech support specialist to talk about their vacation plans or favourite movies when you need assistance.

Your chatbots don’t have to be one-dimensional and stiff, but in some cases objective tone is the way to go.     

chatbot vocabulary - p

Persona

Persona is an imaginary “template” of your perfect customer. To create a persona of your clients, you need to know as many details about them as possible.

What age are they?

Where do they live?

How do they like to spend their free time?

All of these characteristics should give you insights about who they are, what they like, and how to reach them. Equipped with this knowledge, you can adjust your marketing and content strategies to communicate on the same wavelength.

Your chatbot design should reflect or address some of the personal qualities of your customers – it will make the experience much more immersive for them.

Progressive Disclosure

Progressive disclosure is a content strategy which helps to manage the amount of information users receive while navigating a website or using an app. It is based on one simple idea – it is better to give people short, digestible chunks of information instead of overwhelming them with huge amounts of data and long passages of writing.

Progressive disclosure correlates with better customer experience and is one of the principles of user-friendly design. Well-designed chatbot conversations should also use the strategy of progressive disclosure – multiple short and snappy messages are preferred to blocks of text. Brevity is wit.   

chatbot vocabulary - q

Quick Reply

When people think about chatbots they usually believe that you can have regular conversations with them – it is only partially true. Quick replies are different, so to say, “dialogue options” which users can choose when they talk with a chatbot. Chatbots frequently mix quick replies with some Natural Language Processing and keyword-based automatic responses.

A quick reply node in Tidio chat bot editor is a safe bet when you don’t want to confuse your chatbot users. It presents a choice of template messages which users can send instantly to your chatbot.  

chatbot vocabulary - r

Response Time

In the context of customer support, response time is how long it takes before you answer the query. Today, email communication seems to take far too long and live chat is the most popular communication channel among online shoppers. Live chat is quick and direct.

Customers are getting used to fast responses – after sending a live chat message to your company they won’t wait more than several minutes. More than that and they’ll move on. Therefore, it is essential to keep your average response time short.

You can work on it by using Tidio’s quick responses, which are “canned” replies to frequent questions prepared beforehand.

Alternatively, you can try chatbots powered by Tidio – they are able to stall for time before a human live chat agent takes over or they can handle some of the less complex queries on their own. This can dramatically reduce the amount of time customers have to wait to get assistance.

Try Tidio Chatbots for free

Retail

It is the process of selling consumer products or services to end-users. Usually, retail is the final step and the last stop before a product gets into the hands of customers.

For example, a piece of garment is manufactured, then shipped to wholesale distributors, and then retail stores. The closer you sell to the final customers, the more you need to think about a customer experience (CX). In the modern world of e-commerce, dropshipping, and blurry boundaries between wholesale and retail sales, one could even say that modern retail is more about selling CX and providing a great customer journey than selling any particular product (which could probably be bought cheaper somewhere else). It is known.

Chatbots can do just that – create unforgettable and conversational buying experiences.

Return on Investment (ROI)

It is a metric used to calculate the profitability of an investment. To calculate ROI we take the net profit and divide it by the original amount of money invested. If we bought a $10 worth of tomatoes, smashed them, and sold the tomato sauce for $13, our Return on Investment would be 30%. Why? Because $13 minus $10 amounts to $3 of return, which we then divide by the $10 cost of investment. Therefore, 3 dollars/10 dollars = 30%. It is one of the less commonly known facts about chatbots, but their ROI can blow through the roof. Amtrak’s chatbot Julie within a year made so much money that its ROI was 800%.

You can check our own Return on Investment calculator in the tools section of Tidio website.

chatbot vocabulary - s

Shopify

Shopify is one of the best and most popular all-in-one ecommerce platforms.

It is a complete, highly customizable e-commerce solution. There is no need to build your store from scratch, it does not require the involvement of developers and it is a perfect platform for small and medium-sized entrepreneurs.

Quite similarly, Tidio application is an out-of-the-box chatbot and live chat solution for e-commerce. It has a variety of ready-made bots at your disposal as well as an easy-to-use bot editor.

You can learn more about why Tidio and Shopify are a perfect match on the Shopify app store page.

Shopping Cart Abandonment

It is the stuff of nightmares of every online store owner. People usually don’t complete their purchase when buying online. Some customers use their shopping carts as a handy shopping list which they might use some time later, but it usually means – never. Abandoned shopping carts are conversions which almost happened. If only there was something you could do to encourage those customers to complete the order.

But wait!

Chatbots to the rescue! One of the most popular chatbot templates is a chatbot that prevents shopping cart abandonment. It intervenes and starts a conversation when customers are trying to leave the website without finishing their online shopping. It doesn’t work all the time, but some of the poor little abandoned carts get proper care from their owners once again.

Thanks to chatbots!

abandon shopping cart

Skeuomorphic Design

It is often employed in user interface design. Skeuomorphic designs are based on real-life objects to be more intuitive by means of common associations. An email hosting service could use an envelope icon, although there are no real envelopes involved.

You can answer a phone call on your new smartphone by clicking an icon which looks just like the receiver of a regular cord telephone from the old days. There is also a dash of skeuomorphism involved in chatbot design. They mimic online chat conversations and imitate humans – they use emoticons and everyday language, but when you think about it, can a chatbot really be embarrassed by not being able to help you or roll on the floor laughing when it sends you the ROTFL emojis?

That’s some heavy skeuomorphic stuff.

chatbot vocabulary - t

Turing test

Originally, Alan Turing (a computer scientist) came up with a three-player party game called the “Imitation Game”. One of the players was supposed to exchange written messages with the other two and guess which of them was a woman and which was a man. This innocent game evolved into an important theory of computer science and AI development.

The proper Turing test is basically the same, but instead of guessing whether someone is a female or male, the goal of the test is to tell if the written messages are sent by a human or a computer. As of today, chatbots can’t fool us for long and they still fall short of passing the test.

chatbot vocabulary - u

UX Design

UX stands for User Experience. UX designers make apps and websites more user-friendly by employing good design principles, behavioral psychology, data analysis, storytelling tactics, and many strategies which use cognitive capacities of the human mind.

In a way, UX design is brain hacking – used for the benefit and convenience of users. However, there are some who abuse this power and design dark UX patterns. It is not a good idea to trick your users into doing something they don’t really intend to.

You should always make your chatbots with adherence to the rules of good user experience design.

Welcome Message

A welcome message is an automatic message someone receives upon entering a website, turning on a computer program, or using an app for the first time. To send these messages in an elegant and unobtrusive manner, it is best to use chatbots. They are far more effective and enjoyable than pop-ups.

Welcome message chatbot

You can make the first impression only once, and that’s why good welcome messages are essential. It instantly grabs the attention of anyone who browses your website but does not irritate like ads. Try to think of shopping assistants who approach you in real stores, welcome you, and ask if you need any help. They are real-life counterparts to chatbots.

Now, think about people handing you advertisements on a busy street. These are real-life equivalents of pop-ups.

Which one do you prefer?

Widget

A widget is a part of graphical user interfaces. The most popular proper widget is a window. Consequently, some of the desktop or browser-based simple computer programs which run alongside your full-screen piece of software or main website are frequently called widgets as well.

For instance, we commonly refer to Tidio as an app which adds a live chat widget to your website – that’s completely true. A live chat window/widget/box is added, and it operates as a separate entity – an independent application. Widgets do not interfere with the main content of a website which uses them.

You can also customize the look of the Tidio live chat widget.

What Is the Difference Between a Widget and an App?

A widget is designed to perform a very specific task – enable live chat conversations, display weather forecast, monitor the temperature of your CPU – and it takes only a small part of your screen and processing power. Apps are used for more complicated actions and usually run in windowed mode.

WordPress

It is one of the greatest website-building solutions. WordPress single-handedly revolutionized the way modern internet websites are made.

It has an awesome content management system and countless design themes to choose from.

Additionally, there are tens of thousands of plugins to customize your website according to your needs and whims. Tidio Live Chat is also a WordPress plugin (and it the highest-rated WordPress live chat plugin with more than 50K+ installations).

You can add it directly from your WordPress dashboard in the apps menu.    

chatbot vocabulary - z

Zapier

Zapier is like glue (or duct tape) which can join together computer programs that don’t normally integrate with each other. It is accomplished by sending and receiving zaps – universally recognized signals which can trigger a response.

Basically, all apps which integrate with Zapier can be connected. It is like an auxiliary black box which translates inputs and outputs and sends them across different pieces of software. Chatbots powered by Tidio can send and receive zaps as well, which creates unlimited possibilities of incorporating chatbots into your application flow.

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