The integration of chatbots into e-retailing platforms has emerged as a transformative tool for enhancing customer service and improving user experiences. This study investigates how specific chatbot characteristics—such as responsiveness, accuracy, personalization, and reliability—influence customer satisfaction within the e-retailing sector in the Coimbatore region. Using a descriptive research design, data were collected through structured questionnaires from 106 respondents who engage with online retail apps and chatbots. The findings reveal that while chatbots are generally perceived as effective tools for streamlining interactions and providing timely assistance, their impact on customer satisfaction varies based on factors such as usability, trustworthiness, and perceived efficiency. Statistical analysis, including percentage analysis, chi-square tests, and ANOVA, was employed to evaluate associations and differences across demographic variables. Results indicate that while chatbot usage is largely favored, concerns regarding privacy, functionality, and contextual understanding persist. The study concludes that optimizing chatbot features can significantly enhance customer satisfaction, although continuous refinement and alignment with user expectations are essential. These insights provide actionable recommendations for e-retailers seeking to improve their digital engagement strategies through more effective chatbot deployment