Think of the general tone your chatbot will have. Make it one of the action points of your chatbot UI design. Even though it is just a piece of software, give it a face, a name, and a voice tone according to your customer service standards. Besides, it is a part of your brand image, adding to its recognition. Nevertheless, your bot should have a personality, as it contributes to building an emotional bond with the customer. Moreover, 48% of customers do not care about the chatbot’s personality as long as it can help them resolve their issues. You will never fool customers into believing they are chatting with a real person. This flow is created with the chatbot builder powered by HelpCrunch, where you can compile chatbot scripts from scratch, use one of the available templates, and edit them to fit your purposes. ![]() The messages and the corresponding CTAs serve this purpose. See the sample flow below, designed to offer a special discount to the customer. Is it meant to offer support, direct customers to the product pages, collect their details, or make updates on their behalf?Īnswers to these questions will help you shape the chatbot script scenario and decide whether you will need any calls-to-action and where you might place them. Define the goal of your chatbotĬontinuing the topic of the previous paragraph, let’s think of what you want your chatbot to do. A checkout page chatbot will be more on the support side and ask if the customer needs assistance. A homepage chatbot may be more focused on lead generation and open up with an offer to subscribe or book a demo. A bot on the homepage and a bot on the checkout page will need different phrases to address the visitor. By the way, mapping a user journey is always recommended, whether you are using live chat or chatbot as your customer support channel.ĭepending on the journey stage, the chatbot script will be different. The best idea is to look at the journey the user takes across your website and see where they might need a little help. Map your user journeyīefore you start writing, think about where you would like your customers to interact with the chatbot. Follow the steps below to give voice to your customer service bot. OK, now roll up your sleeves, and let’s write some scripts for our chatbot. Open an empty canvas and knock yourself out.įor example, this simple sequence took about five minutes to create in Google Drawings.Ĭhatbot sequence Guide to writing a chatbot script However, you can use any drawing software, such as, Lucidchart, or Google Drawings, to sketch sequences and plan chatbot responses. Often, a platform that you have opted for includes a website chatbot builder where you can create all sorts of conversations for all possible scenarios. For example, if your website is hosted on WordPress, you can select the best chatbot for WordPress based on this review. Tools you can use in chatbot script creationĪt this point, you must have already chosen a customer communication platform where you will run your chatbot. ![]() Now comes what you have been waiting for – a practical guide to chatbot ideas and writing chatbot scripts with useful tips and examples. You must not miss a single conversation turn and use all strategic points to create the best customer experience. It seems so simple at a glance, but in fact, a truly successful chatbot script is a product of hard work and thorough testing. When the user’s message contains the word “delivery”, the bot offers a link to the delivery conditions. This is, basically, what a chatbot script is – a set of pre-programmed responses and actions that a chatbot should execute under certain conditions.įor example, when a user opens the chat, the chatbot issues a welcome message. It can “say” only the things that you program it to say. Without a script, your chatbot will be silent. ![]() For example, implementing a script for chat support makes agents’ lives much easier and creates highly professional impressions.Ĭhatbot scripts, however, are never a “nice-to-have”, they are rather a “must-have”. Customer service scenarios need scripts, too, as scripts allow them to cover most of the possible cases. There are many situations in life when you need a script – when you are planning a lecture, presentation, or speech when you are getting ready for important negotiations, or an artistic performance. OK, let’s talk about chatbot scripts □ What is a chatbot script? In general, you can benefit from the chatbot in many ways depending on its type, but some of the best practices for chatbots are usually related to customer service. For the purposes of customer service and support, a rule-based chatbot is more than enough.
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