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Conversational UX

1. What is Conversational UX?

Conversational UX is a user experience that is a combination of chat, voice, or any other natural language-based technology to imitate a human conversation.

2. What is User Experience (UX)?

User Experience (UX) looks after people interacting with your product and the experience they get from that interaction. UX is measured with metrics like error rate, success rate, time to complete the task, and abandonment rate.

3. What is Customer Experience (CX)?

Customer Experience (CX), in contrast, comprises all the interactions a person experiences with your brand. It can be measured in: overall experience, likelihood to continue usage of the product, and likelihood to recommend the product/service to others. In principle, UX is part of a more general CX, but CX includes some aspects outside of a product that UX does not.

600-x-163-UX-VS-CX-drawing

4. How are UX and CX dependent on each other?

A good digital UX gives the user/customer the ability to:

  • Find information on a website quickly and easily.
  • Complete the desired task with ease.
  • Search Web pages with ease.

A good CX gives the user/customer the ability to:

  • Have a friendly yet professional, and helpful interaction with the brand/company and its representatives.
  • Feel generally positive about the overall experience with that brand/company and everything associated with it.

5. 9 tips to make effective conversational designs.

The conversational design is a set of design elements that push users to answer questions asked by web services. Following are tips for an effective conversational design:

Identifying the basic.

A conversation is built step by step and you should always focus on the basic or first part of the information that you need from the user. According to most conversations across web interfaces, it begins with the user’s name, location details, contact information, and queries. These are the four basic categories of information that most web services need to fetch from the users.

Draw user reaction.

The first conversation screen should start with the user’s query - What users need should be focused on. After the users select their requirements, with the help of contextual questions you can continue further along with the query. As soon as they reveal their needs for the following communication you can build a conversational tone. This conversational tone is ensured by extracting the user’s reactions through relevant form fields.

Write as you talk.

There is another way to add a conversational tone to the process. You can make the write up more conversational, just like the way users are listening and responding to questions. By using more direct first-person pronouns and answering hence we can change the atmosphere to a more conversational one.
A question like ‘How can we help you?’ and the answers like ‘I need “xyz”, can you help me with it?’ are through and through conversational.

Offer visual clues.

The overused statement that an image is worth a thousand words is still to this day relevant. Words often are not enough to ask for specific data, that’s when visual clues come into the picture. While explaining the differences between two or more concepts, it gets challenging and is faced by a lack of understanding, while the use of images for each element can be more powerful to express the difference and describe the concept. Likewise, instead of asking for the address and respective zip code, you can ask the users to show their address on a map and thereby you can make a note of the same. You can tell them to only fill the fields for landmarks to allow recognizing the location more precisely.

 

Testing the conversational design.

For the entire design process of developing a conversational system, it is very critical to test it with real users frequently. By testing the real user scenarios, you can come to know where users get confused or search in the wrong place. After knowing their problems you can then update the conversational cues. By repeated trial and iteration you can strike the right balance between the understanding of the user and customer service needs.

Effective Emojis.

In a boring or serious conversation, emojis add some fun and make conversations lighter. These days most people can just scan any text for the important points instead of reading attentively. Moreover, it is always the visual elements that add more value and collect more attraction than a normal text copy. Emojis being lighthearted and warm, can create a light and a positive difference to the discussion. Instead of using the regular emojis, always try to customize them as per the context of the conversation and nature of the website.

Smart use of slang & adding personality.

Human beings are by nature informal and they always prefer communicating in a home-grown, thoroughly informal tone and language, rather than using the so-called formal language of the web. This is where the use of slang becomes more important. You can always give a twist to the language by using informal slang or locally maneuvered English.

Mind spelling errors.

Along with using the correct words, pictures, slang, and emojis, it is the spelling errors that you need to beware of. Spelling mistakes question your professional competence. For example, you can see random spelling mistakes in some cheap local ads and half-baked publications from small companies. But, such spelling mistakes are rare in international standard publications and sophisticated companies. Besides, with spelling mistakes, the meaning and the charm of the conversation can be lost. Always proofread the copy very carefully before publishing it.

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