The power of chatbots in times of social distancing

Customer Service
14 April, 2020
Written by
Grasp-avatar.webp Grasp

In strange, uncertain times, it’s crucial for businesses to stay in touch with their customers. As the world locked down, many of Grasp’s users reported being overwhelmed by a tsunami of customer queries. More questions than ever, with less people to respond to them.

We decided to change our plans. We were supposed to release a highly anticipated new feature: our Automation and Business Rule Engine. We are now almost done with morphing this engine into a full-blown service bot system very soon. The Grasp chatbot will help companies satisfy more customers than ever via WhatsApp for Business, Facebook Messenger, live chat, and (soon) Instagram Direct Message.

With Grasp Chatbot you add an excellent first-line service rep to your team. It allows you to easily program your most frequently asked questions into smooth, conversational scripts. Use the chatbot as your first point of contact. Review conversations and optimize your scripts to increase customer satisfaction. By reducing the number of transfers to your live customer reps, you’ll cut costs and enable your team to focus on more challenging conversations.

How it works

The Grasp chatbot automates conversations using interactive scripting and your knowledge base. Answer questions at scale while letting your precious team members focus on customers that need a real voice. Grasp’s interactive response Chatbot intelligently links incoming questions to relevant answers from your knowledge base or your other FAQ apps or your other apps. Unlike real people, it’s available 24/7 and can replace as many first-line support agents as needed. And it’s immune to COVID-19 .

The chatbot acts like a co-worker in the team Inbox and talks to your contacts as part of your Grasp account. Each chatbot conversation is treated as a separate conversation in the Grasp Inbox, allowing operators of the team inbox to easily review and, if needed, take over the conversation.

Connecting to other data sources

To make Chatbot really powerful we will soon enable you to hook up with other data sources. For example allowing users to request status updates from their order straight from external apps like your existing ecommerce, order tracking apps, and so on. Also Grasp Chatbot will support integrations based on If-This-Then-That-technology with third party web applications like Zapier.


The Chatbot is available in the Pro and Elite plan. For more details checkout our pricing plans.

For you, from the writer:


Make conversations count

Grasp untangles your lines of communication and creates one story from all your contact moments. It’s how you regain control of your customer service. And now, with Grasp's AI superpowers, exceptional productivity is unleashed.

Get a grip on your customer service with Grasp

  • Accessible in a flash through multiple channels
  • Continuous English support
  • 14-day free trial