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Chatbot phrase, also known as chatbot script is a document that includes the sequences or a flow of a conversational message based on your user’s intent and by what he/she selects.
Before you start writing your chatbot script, you need to understand your business process. That includes answering questions like:
Once you complete the above steps, you need to start the execution process by:
It's preferred to build a narrative first because adding and editing them in your chatbot platform later might get frustrating at times.
Work on building effective scripts to convert your MQLs into SQLs because that's the first and most important step. Building your bot gets easy once you know how it's going to assist your customers.
The steps on writing a good chatbot phrase/scripts are listed as follows:
You need to constantly focus on your goals while writing your chatbot scripts. Always remember what purpose are you trying to serve for your users and work towards it.
You need to be clear on what goal you are serving only then can you achieve the task of being clear with your customer. Stick to your point, don't try to over complicate it and confuse your customers along the way. Always remember who you're talking to and how would your consumer want you to talk to them.
Stay focused and consistent with your message. Work on building your brand's unique personality and make sure you build a good and strong character. To reach this goal you need to be consistent with your:
a. Speaking Style
b. Vocabulary
c. Tone of voice, etc.
Make sure you stick to the point and not exceed beyond the limits.
Make sure the content is mobile-friendly; try to keep it under 90 characters.
Also, try breaking down long paras into bullet points. Try to make it look like a real conversation and not like an automated transcript.
Always make sure that you add multiple responses to your script. Identical answers would frustrate your consumers affecting the whole customer journey.
Once you are done with your conversation always make sure to add a simple "thank you" message and wish them well to end on a positive note.
Try to have a flow in your conversation, and try having a normal conversation with your consumer. Talk like a real person and represent your brand through your character.
Set a pace on the conversation, don't revert with instant responses; it might affect the overall flow of the conversation. Set a delay of 0.2 to 0.5 seconds to make it look like a real conversation.
The most important thing which you need to understand is that chatbots are built for effective filtration and not for closing sales for your business.
Your initial conversation can create an MQL for your business which can later be passed on to an agent to convert them into your customer. Integrating Live chat platforms with your chatbot can be effective in this process.
The awareness stage consists of your launch message.
Here are some examples of how your launch messages must look like:
Once you complete your first stage, the next task is to break down the conversations from the options chosen above. You now need to create an individual chat flow for all the available options. Try going deeper to solve your customer's problem.
You can include questions like:
The last and final stage is the Decision phase. The last phase of the script can have 2 endings:
a. Either they would connect with your agent, OR
b. They would like to know more information before progressing ahead.
Creating a flow can help create an effective navigation channel. You can either have:
(i) A custom landing page with free downloads, OR
(ii) Obtain leads and nurture them through the mail.
Here's the list of response you can add:
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