How to Write a Conversational Chatbot Script
With the world of digital transformation increasing, business owners are turning to new ways to keep their customers happy while also maintaining an effective workflow within the company.
In most cases, good customer services play an important role in improving satisfaction that leads to consistent sales. Chatbots make a great choice to keep the connection with your customers.
A conversational chatbot will change your mind about how this technology works. It can be as effective, or even more effective, than the regular person in charge of handling customer complaints. Conversational bots can help customers accomplish their objectives while keeping communication channels open.
Getting Started with a Conversational Chatbot
Chatbots are a great choice for a number of reasons. First, they’re efficient and well-rounded technologies. They can keep your customers happy, and better understand how you’re providing service.
Chatbots also help improve your brand’s way of communicating with customers by answering queries quickly and easily. That’s because chatbots use artificial intelligence and machine learning to detect any command and respond to it right away.
However, chatbots can sometimes become annoying for the end-user because they don’t practically solve some complex problems. This is why you should make sure that your chatbots don’t become an obstacle in your customer’s journey.
For example, if you want to provide excellent customer service, make sure to A/B test your chatbots using different cases and train your bots with unlikely commands before integrating them into your website.
People coming to your company representatives only ask for a solution or a way to achieve their goals. They don’t care whether they are talking to bots or the actual person from your company.
In fact, 68% of them agree that online chatbots provide a good experience as they see a quick response 24/7 with 54% of customers using this feature to ask about a product or service.
It is safe to say that users appreciate chatbots being used in customer service as they can be good problem solvers.
How to Create a Conversational Chatbot Script?
When it comes to writing a chatbot script to captivate audiences, conversational tones must come first to mind. That’s how people communicate in the first place.
Your audience should never feel like being in a pointless exchange with bots as they’ve already expected a chatbot template response. Add human touch in your chatbot scripts to evoke emotion.
1. Outline the scenario for your script
The best way to get your project off to a great start is to outline the scenario for your chatbot script. This will help you better understand the customer’s needs and requirements, as well as the projects you’ll be working on together.
Outline the customer’s pain points, requirements, and wants. Write down the customer journey when they start a conversation. Include keywords to nudge your bots to provide the right response. By pointing out what will be the “problem/question”, you can identify areas that chatbots may not understand. Once you’ve identified these areas, brainstorm possible solutions to address them.
2. Set up the right welcome message
It’s important to make an initial dialogue by creating a welcome message for your bot. Welcome messages will set the tone for the rest of the conversation, and also help you make your business message pop out across the screen. As with everything you do, make sure to keep the welcome message simple, clear, and to the point.
Welcome message examples include:
- Hey, nice to see you on board! I’m your virtual assistant, Ariana.😊
- Do you need any help?
- Good evening! How can I help you today?
- Welcome to [your business name]! I’m Harry and I will be assisting you today. You can ask me anything!
3. Use conversational tones
Conversational tones can drastically improve the flow of communication, as well as the overall experience of your customer. Choose a tone that’s appropriate for the situation at hand, as well as your audience.
When you’re having a discussion with a customer, choose a tone that’s both engaging and helpful. It’s important to remember that chatbots are customer service representatives, so people expect genuine and helpful service. You can create a tone that’s both friendly and helpful by using buzzy words and phrases.
Make sure to use active voice in writing your chatbot scripts. Active sentences are easier to understand and don’t sound commanding to the readers. Surely, you don’t want the audience to feel uncomfortable conversing with you, and you don’t want to cause any surprises or customization issues later on.
4. Add personalization
Personalization is a great way to change the way a customer experiences your business. First of all, you can introduce your chatbots using a representing name to give a warm intro to a full conversation. Or, you can personalize the experience by including emojis for emotional appeal.
Another great way to personalize your welcome message is to add related keywords for your conversation. This will help you easily spark customer interest in your business, and also give you a chance to link your business to a relevant product or service or collect their contact details.
5. Pay attention to brevity
Brevity is a very important factor when it comes to creating a great customer service experience. Make sure to send a concise text of about 60-90 characters instead of going with a full block of message. Long texts will only look cluttered on your audience’s screen, and no one is going to focus on those messages.
Make sure to set a frame of time whenever you want to answer questions. Break your responses into a set of replies to mimic an actual conversation. That way, people will be more engaged in paying attention to your message.
Also, don’t rush the response just because you want to. If your entire customer service experience is focused on making the customer feel rushed by the process, they’ll likely walk away from your support chatbots quickly.
6. Include impressive closings
Closing statements are important as you don’t want to leave a bad impression on your audience. That’s not how an actual customer representative does in handling issues.
You can give the end-user a quick summary of the whole conversation and ask them if they need more help from you. Let them know that you’re always there to aid them with another solution should they are not satisfied.
Or, you can provide them with a call to action (CTA) to a certain product page if it’s something about the product. You may also request their email addresses saying an agent will contact them soon about the query. These will give your customers an excellent example of how your chatbots helped them achieve their goals.
Now that you’ve got a basic understanding of how to create a conversational chatbot, you can now turn your attention to creating one for your business. The best way to start is by creating a small sample project that showcases the functionality of your chatbots and then applying them to your site.
Make sure to write chatbot scripts that truly assist your audience in finding their objectives. Conversational chatbot scripts help boost your company branding as you can deliver customer service at scale.