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January 21 · Issue #14 · View online
Every busy UX writer can save time reading this.
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Hi there, šš Remember who was hot in 2016? š¤ Justin Bieber. š„ And also ā¦ the chatbot.Ā š¤ Then what happened? Well, not as much as predicted.
So, how come chatbots havenāt become a massive hit?Ā š¤ I believe that words are the number ONE reason. See, words are tricky, words take time, and too few writers are given the responsibility to write jargon-free, personalized and conversational dialogues for chatbots. This need to change!Ā šÆ And thatās why this issue of UXWS has kind of a special theme: š„ How to write for chatbots. š„ And if you are into chatbots? Keep reading.
Youāll get these 3 articles super-summarized:
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5 benefits of using a chatbot šŖ
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4 steps to writing engaging chatbot dialogue āļø
- Should your brandās chatbot have a character? š¤
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First, just to make sure weāre all on the same page:Ā
A chatbot is software that can have one-on-one conversations with people in a pretty natural way. The chatbot can help and guide visitors on websites or online shops. āļøāļøā”ļø
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5 Benefits of using a Chatbot - Chatbots Life
Chatbots are gaining more popularity in the marketing industry and this is because they are bringing a new way for businesses to communicate with the world and most importantly with their customersā¦
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Hereās the thing: How come chatbots are popular? Well, because they bring a new way for businesses to communicate with their customers. There are plenty of reasons to use this technology. Wasulu Habib Olawale, Marketing Communications Lead at Ingressive in Nigeria, lists 5 great things. The take-aways:
- 8 of 10 customers need support during shopping. An interactive chatbot assists them in real time, like a sales person in a real store, only this is 24/7. šš
- WhatsApp, WeChat and Messenger are already peopleās favorites apps, and 65% of smartphone users see no reason to download any new apps (they havenāt for a month or more). Thatās why itās wise to integrate your chatbot into one of those popular platforms; your customers are there already, which saves you time and money. š¤
- Every brand wants to engage their customers. Social media might do the trick. Olawale claims that your chatbot will engage even more and increase sales, because itās a ācharacter-driven experienceā.Ā š¤“
The quote: āAdopting the chatbot technology will give you a major advantage as a marketer over competitors. With a chatbot youāre able to reach a broad audience on messenger apps, and to automate personalized messages.ā
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4 steps to writing engaging chatbot dialogue š„ - Chatbots Magazine
When it comes to chatbot dialogue, just answering questions isnāt enough. Users expect more. Much more. (Pssst. check out www.conversationalacademy.com This is where we now train and certifyā¦ |
Hereās the thing: Writing dialogues for Conversational UI requires a Conversational UX Copywriter ā or Superman. Hans van Dam at Robocopy shows how to combine a ton of fun with āget things doneā (hey, that rhymes!). š The take-aways:
- Figure out what to write before you write. Donāt be creative, smart or funny (yet). Also, donāt be dull. Let your chatbot be a trustworthy character with its own voice, since itās an extension of your brand.
- Help people not to get lost, or to wander off in the middle of the conversation. Look for the highest drop-offs, and improve right there.
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Write to solve a problem. Thatās how a chatbot succeeds and brings value.Ā š°
The quote: āWriting chatbot dialogue is not easy. There are thousands of interactions and an infinite number of variations. Luckily, thereās a method to this madness: Know what to write, how to write it, how to measure it, and how to improve it.ā
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Should Your Brandās Chatbot Have A Character? - Chatbots Magazine
Weāre living in a screen-obsessed world, spending on average 2 hours on social media and messaging services. But even if weāre tech savvy people, weāre still looking for more human interaction. Theā¦
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Hereās the thing: To have or not to have ā¦ a chatbot character? TO HAVE, shouts Dariusz Zabrzenski, product owner at ChatBot.com. Why? Because a character with personality makes everything more human. Make your chatbot more than a š¤!Ā The take-aways:
- The first step, before you start designing your bot, is to go through all conversations youāve had with customers. What do you know about them? Whatās their language like? What do they ask you again and again? What features do they like the most? This will help you to be helpful.Ā
- Next, take the things people ask about and like the most, and do more of that. This will make your chatbot as good as your customer service employees.Ā
- Then, check, check and check again that the conversation runs correctly before you make it public. Become a human brand!Ā š
The quote: āWeāre living in a screen-obsessed world. But even if weāre tech-savvy people, weāre still looking for more human interaction.ā
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Want to be up to date with chatbots? Follow people like Rob Lubow, Dustin Dye, Vittorio Banfi, Yoav Barel and Hans van Dam on Linkedin and Medium.Ā *** Tomorrow, Iāll be meeting a team of 15 from one of the biggest banks in Northern Europe. Weāll spend the day together talking about and working to get even better at writing for chatbots. Exciting to say the least! šŗšŗšøš“ó §ó ¢ó „ó ®ó §ó æ *** Itās started, itās on:
The first online education UX writing program in Swedish! šøšŖ Iāve spent many hours (and a lot of blood, sweat and tears) putting together a 6-week experience with live lectures, one-on-one feedback sessions, and 3 great UX writing books included. Iām so happy to help people become better at words that help, guide and make things happen. *** ***
How many emojis is enough in a newsletter like this? š¤·āāļø Well, it depends, on who you ask. The satisfied-with-everything-else follower Julia told me that she had a problem with my āexaggerated rush of emojisā.
Is she wrong? What do you find to be the appropriate amount of emojis? Reply to this newsletter, and tell me: 1) Too many, 2) Sweet spot found, or 3) Give me more. š *** The great team at UX Writers Collective will shortly launch a course in āWriting for Chatbotsā, for writers who want to craft wonderful chatbot conversations that sound more like a human, and less like a robot. Canāt wait! |
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Right now, Iām trying my best to keep my head above water (sooo many fun things to do). š And Iām counting down the days until mid-February (18th to be precise) when we pack the family together, and head off to 8 weeks of workation in Spain. Back to La Cala de Mijas! š“š»šš“ Itās gonna be awesome. Most of the time ā¦ after all, we do have two kids, aged 2 and 5, who get all our time, love and energy. šĀ Now, take good care of each other.
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The next issue will be out on March 24, 2020.Ā šš
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