While chatbots used to be a futuristic idea, they are now becoming mainstream as businesses can use them to support and scale their relations with customers.
One of the main issues with chatbots is if they are too generic, not personable, or the script isn’t written in a concise way, you can lose customer engagement.
So, with this said, here are 8 rules to use when creating your chatbot scripts.
1. Understand Your Script Objective
Before you can even begin, you must understand what you are writing for. If you don’t know this, you can’t create an entire conversation because you won’t know how the other person will react or respond to your chatbot. What is the industry? What will people ask questions about? What are consumers here to buy or look at? The answers to these will point you in the right direction.
2. A Little Personalization Goes a Long Way
While a chatbot is already a personalized experience, you can give your chatbot a name or add in the user’s name during the conversation. Have your chatbot greet them and thank them after the conversation.
3. Make the Conversation Human-like
When creating your chatbot script, take the time to make the conversation as human-like as possible. This will require you to do some brainstorming around what type of personality your chatbot is going to have. Want them to be personable? Natural? Intelligent sounding? Remember, the conversation isn’t a sales pitch, a social media ad campaign, or a FAQ.
4. Choose Precise & Direct Language
No one wants to read a long wall of text. Instead, get to the point immediately by being direct, succinct, and concise.
5. Experiment with Response Speeds
We live in a day and age where response times are critical as everyone expects a timely response. However, chatbots are meant to mimic human responses, which means you want your chatbot to take a minute or two before responding. You will need to experiment with different speeds to find out which delay is your sweet spot. The perfect delay will be dependent on your target’s age range, industry, and what services you provide.
6. Strategically Place Call-to-Actions in Your Responses
Regardless of the result of the conversation, there are strategic places where you can drop in call-to-action buttons throughout the conversation. This allows your business to upsell, provide advantages, and make quicker and heftier sales. For instance, if you are running a website design chatbot, while the end goal may be to get them to buy a website package, you can drop in extra call-to-actions for web hosting, audits, and SEO reports.
7. Provide Options & Clicks!
Individuals are more likely to choose the option that has less work involved. This means that if you allow users to click on an option that they want, rather than requiring them to write it out, not only are you going to have a higher engagement rate, but they will get through your funnels quicker.
8. Be Simple & Condense Information.
One of the most frustrating things as a consumer is being bombarded with loads of information. Rather than providing every option, service, or choice with incredible detail, you want to keep the message, the choices, and the descriptions as simple as possible. Otherwise, the human on the other end may just close the chat altogether.