10 Best Practices for Chatbots in 2025 (That Actually Boost Engagement)

There's no denying, AI chatbots have become a vital tool for businesses looking to improve customer support and optimize daily tasks. The rise of automation in customer service has made chatbots a first point of contact for many customers.

However, not all chatbots deliver the same level of engagement. To get the most out of your chatbot in 2025, it’s essential to follow best practices that combine artificial intelligence (AI) with a human touch.

Here are 10 best practices for chatbots in 2025 that can help your business deliver better customer experiences.

Top 10 Best Practices for Chatbots in 2025

1. Use AI Chatbots for 24/7 Customer Support

Customers expect support around the clock. AI chatbots provide instant responses at any time, handling common questions without letting your customers wait.

For example, e-commerce stores can use chatbots to track orders and answer return policy questions during off-hours. This reduces the workload on human agents and ensures customers feel heard immediately.

Source: Allbirds

Read more: How to add a Wonderchat chatbot to your Shopify store.

2. Personalize Conversations with Customer Data

Personalization is key to chatbot engagement. Use data like past purchases, location, and browsing history to tailor chatbot responses. For example, a chatbot on a travel website can suggest trips based on a user’s previous searches or bookings.

“Ever since implementing Wonderchat on our site, I've seen up to a 70% reduction of customer support queries in my inbox.”

Bryce Conway, Founder and CEO of 10xTravel

Why this works? Personalization makes customers feel valued and increases the chances of conversion.

3. Make Chatbots Easy to Access Across Channels

Your chatbot should be available on multiple platforms, beyond your main website. Think: mobile app, social media, and messaging apps. This lets customers reach you on their preferred channel.

Did you know? Most banks use chatbots on WhatsApp and Facebook Messenger to answer account queries, improving accessibility and convenience.

Example: Alliance Bank Malaysia deployed AI chatbots that engage with customers on WhatsApp during weekends and after working hours.

Source: Alliance Bank Malaysia via Facebook

4. Use Clear and Simple Language

Chatbots should communicate clearly and avoid jargon, or confusing terms. Train your chatbot to use simple, plain language so users can easily understand instructions or answers. This is especially important in industries like healthcare or finance, where confusion can lead to customer frustration.

Tip: Within Wonderchat, navigate to Chatbot Settings -> Main Settings -> Chatbot Role to write your own custom Chatbot Rules. You can specify language, tone or voice of your chatbots.

5. Set Clear Expectations from the Start

Let users know what your chatbot can and cannot do. For example, start conversations with a message like:

"Hi, I'm Alfred, the AI customer service for "ABC company".

I can help with your order status, billing, or product info.

For other questions, I’ll connect you to a human operator."

This simple message reduces frustration and sets clear expectations from the start.

Did you know? Most customers prefer talking to a chatbot, so don't hesitate to let them know they're interacting with an AI agent.

6. Enable Human Handover

Not every problem can be solved by a chatbot. Smart chatbots can use AI to detect when a query is too complex and transfer the customer to a human agent smoothly. This hybrid approach ensures customers don’t get stuck in endless loops with the bot and improves satisfaction.

Tip: In Wonderchat, you can handover conversations to human agents by email or by live chat. Just go to Dashboard -> Chatbot Settings -> Human Handover and toggle on the "Enable Human Handover button.

Learn how to set up automatic handover triggers in this guide.

Source: Wonderchat documentation

7. Improve Chatbot Accuracy with Real User Conversations

One of the main advantages for AI chatbots is that they're able to learn and improve with time. Analyze your chatbot interactions regularly to identify common issues or misunderstandings. Then use this data to optimize your chatbot answers to your audience.

For example, if customers often ask about specific product features that your chatbot doesn’t answer well, you can update the chatbot using Wonderchat’s conversation logs to add those details. Over time, this makes the chatbot more accurate and responsive to real customer needs.

8. Add Rich Media to Boost Chatbot Conversations

Don’t limit your chatbot to text responses. Use images, videos, quick reply buttons, and carousels to make interactions more engaging. For example, a chatbot for an electronics store can show images of products when answering questions about features.

9. Measure Chatbot Performance with Analytics

Track key chatbot performance metrics like:

• overall customer satisfaction score

• response time

• resolution rate

• confidence levels

• good vs bad conversations

• average chat duration

• average messages per chat

These key insights can help identify areas for improvement.

Source: Wonderchat

Did you know? According to a 2024 study by Zendesk, companies that actively monitor chatbot analytics see a 30% higher customer satisfaction rate.

10. Train Your Chatbot Using Your Own Knowledge Base

Generic answers won’t help when customers are looking for product-specific support. To make your chatbot more helpful, train it using real content from your business.

With Wonderchat, you can upload URLs, Files & Videos, Google Drive or PDFs directly to your chatbot settings. Just go to Dashboard -> Chatbot Settings -> Data Source. The chatbot then uses these data sources to give accurate answers, based only on your source material.

For example, instead of replying “I’m not sure,” your chatbot can instantly answer questions about shipping times, refund conditions, or how to use a specific feature, all based on your existing documentation.

Chatbot Best Practices in 2025 Summary

• Deliver 24/7 support

• Personalize experiences using data

• Stay accessible across all customer touchpoints

• Keep communication clear and human-like

• Know when to escalate to a real agent

• Continuously improve based on user behavior

• Offer rich, interactive experiences

• Track what’s working through analytics

• Train your chatbot using your own content

Read more: Learn how to build an ai agent for customer service (step by step) in this post.

Data-Backed Insights on Chatbots and Customer Support

• A report by Gartner predicts that by 2025, 75% of customer service interactions will be powered by AI chatbots or other automation tools.

• According to IBM, businesses using chatbots have seen a 33% reduction in customer service costs while maintaining high-quality support.

• Salesforce’s State of Service 2024 report reveals that 68% of customers expect companies to have AI-powered self-service options like chatbots.

These stats confirm the growing importance of chatbots and the benefits of applying best practices to maximize their potential.

Ready to Boost Your Customer Engagement with Chatbots?

Chatbots are gaining more attention in 2025, and for good reason. They help your business offer customer service 24/7, including weekends and after hours, across multiple channels. This means more customers get quick answers and positive interactions with your brand. By following these best practices, you’ll stand out from generic chatbots and create more personalized experiences.

Start optimizing your chatbots today with Wonderchat!