To automate communication with website visitors, you need to create a script for the chatbot that accepts appeals. The quality of the dialogs affects the success of the business - positive impressions increase conversion, while negative ones can discourage potential customers. This ultimate guide will tell you how to write a perfect chatbot script.
The first step is to set a goal. It depends on the characteristics of your company and its product. For an online store, the target action will be a completed purchase, for services - an appointment, for a news website - a subscription to a newsletter.
However, not all chatbots are for commercial purposes. Technologies changed commerce and dictated its rules. Today, chatbots can provide reference information on request, assist in navigating the website, tell you about the terms of service, help new employees get accustomed to their jobs, and perform other tasks.
It is crucial to choose a platform for creating the bot at this stage - the chatbot's capabilities will depend on it. Or you can hire a front-end development team, and they will help you with creating more detailed chatbot software if you’re not interested in platforms. Some platforms have ready-made templates for dialogs that can be assembled according to the constructor principle and adjusted to the needs of your business.
A chatbot needs a personality corresponding to the company's field of activity and target audience. In a cosmetics store, the tone of voice should be friendly and recommendatory. In a video game catalog - lively and direct. If you are responding to personal trainers, be energetic and enthusiastic. And in a car dealership - emphatically businesslike and neutral. If the chatbot's personality is rather friendly, nonverbal means of communication (emojis, stickers, pictures, and even memes) may appear in the responses.
Understanding whether a chatbot can be integrated with your CRM or Zapier is crucial. If this is feasible, the dialogs should be personalized by adding a personal appeal to the user and recommendations based on browsing history.
Careful handling of erroneous messages should be provided. In many ways, this is where the chatbot's personality comes into play. Not recognizing the other person's message, may apologize, make a joke, or suggest that the request be phrased more accurately. Consider which response would be more appropriate. And also, localize your chatbot.
A chatbot responds to a client according to the script. It doesn't know how to improvise and rearrange communication if something doesn't go according to plan. That's why it's essential to think out a clear, consistent, and logical communication script for the chatbot:
Following these 5 steps, you will quickly write a job aid for a chatbot.
First, make a list of frequently asked questions. If you have already worked with a call center, you can use its reports as a basis. If not, search for the FAQs of businesses that work in the same field. Run a series of website tests - you can even ask a few people you know to place a test order.
The dialogs for the chatbot should be structured. Combine them by topic. Then enlarge the list again, forming 2 to 5 sections for the main menu. Now you have everything you need to write a script. It should be written as a flowchart, which can be made in your chosen service or even in a text editor.
Creating a structure for chatbots is a complicated and responsible job that requires knowledge of psychology, basic programming principles, and sales techniques. It is desirable to involve a professional who knows how to build the right algorithms. But if your business is gaining momentum, you can start independently. The following tips will help you:
As for the text content of the dialog, it should be composed using simple words. Do not try to sugarcoat the terms, trying to emphasize your professionalism - such a tone of communication may seem contrived and arrogant. After writing the script, you should reread it several times. Consider whether you can simplify things for the client. Check the length of each message. Ideally, it ranges from 50 to 150 characters without spaces. If you need extra help writing your scripts, you could consider hiring a SaaS copywriter who understands the nuances of writing dialogue for chatbots.
Even a perfectly scripted dialog can leave a negative impression because of annoying mistakes. Therefore, it is essential to think through "escape routes" for the chatbot. Alternative scripts are needed in the following cases:
To improve the chatbot, look for successful examples of chatbot dialogs, set up analytics on your website, and test regularly. Once you discover typical errors, don't leave them in your reports, but adjust the script, keeping the visitor's attention and improving conversion rates. But if you need a full-scale chatbot, it is better to use an AI chatbot.
Writing scripts for chatbots is complicated and responsible work at the intersection of several professions. If you are just starting in this industry, you should
Adhering to our tips, you will write a powerful chatbot script.