Building bot scripts

How to create your own chatbot scripts

64% of businesses are reluctant to use chatbots on their site because their customers would rather converse with a human than a computer. The key to a successful chatbot experience lies largely in the chatbot script. To keep your customer engaged, you want the script to sound human, conversational, and informed.

Moreover, chatbot scripts have to be geared towards their target audience and purpose. You have to make sure that your scripts are not only engaging for the user but also fit for purpose.

What is a chatbot script?

A chatbot script is exactly what it sounds like: it’s the outline for a sequence of conversational messages between the user and the bot. The bot script will include pre-determined questions and answers, as well as actions, for the bot to offer to the user. They are meant to guide the user towards a solution – whether that’s to answer an FAQ, contact a specific department, book an appointment, or order a product.

Why are chatbot scripts important for customer service?

Chatbot scripts are essential for customer service for a huge number of reasons.

User experience

Firstly, they improve the user experience. A well-written and personable chatbot script can help establish the tone of your brand, and form connections between the consumer and your business. Your chatbot software is the brains behind the operation but, without a natural-sounding and intuitive script, these conversations can feel impersonal and cold.

Not only can a good chatbot script put your customers at ease, but it also helps them address more minor issues they may be having in a timely manner. This, naturally, has a positive impact on their impression of your customer service and, therefore, customer satisfaction.

Customer-brand relationship

Nowadays, a personalized user experience is one of the most important aspects of positive customer service. 80% of consumers are more likely to give their business to a brand if they offer a customized user experience. Chatbots are just one tool you can use to help deliver this experience to your clients.

From something as simple as a personalized greeting when the conversation starts, to leveraging customer analytics, previous interactions and purchase history, an effective chatbot script can help create a seamless and custom experience for both new and existing clients.

Client satisfaction

The positive impact an efficient chatbot can have on client satisfaction can’t be overstated. Thanks to chatbot APIs, your chatbot can be integrated with your site and social media platforms to help your customers receive timely assistance with ease. When customers feel able to connect with your brand in a way that suits them, their impression of your brand will only improve.

How to write a chatbot script

In order to create a helpful and useful chatbot, you need to write a chatbot script that’s efficient, fit for purpose, and engaging for the customer.

1. Greet your customer

Firstly, your chatbot script must start with a genuine greeting to the client. This is the perfect opportunity to establish a human tone of voice, introduce the service, and identify that this is an automated chatbot. 

Greetings can easily be tailored to your target audience with the inclusion of preferred brand messaging, emojis, GIFs, and more. Adding some flair to your greeting is an easy way to immediately make the chatbot experience feel more human to the consumer.

2. Introduce actions

Even if your opening greeting sounds human, it is still a chatbot. So, to fulfill its function effectively, the human input needs to be simple enough for it to understand. Make sure to include simple instructions in your chatbot script so your customer can get their query addressed quickly and efficiently.

Something as simple as “Type ‘Help’ to view more options” or “Say ‘Hi’ to begin” can initiate this interactive experience and help determine the bot’s next steps.

3. Suggest options

It’s important that the chatbot gives the customer a range of options to choose from during the conversation so they can more easily navigate the site and what they are looking to accomplish. For instance, you may want to give them options to check their account or purchase history, amend their billing details, or suggest a product you believe they may be looking for.

Including options in your chatbot script is a surefire way to facilitate the user intent and presents another opportunity for an upsell or cross-sell for your business.

4. Have a conversation

Chatbot scripts have to be the perfect balance of functionality for your business and personable for the consumer. Throughout all interactions with the chatbot, you want your customers to feel valued and as though they’re talking to a member of your team – even when they know that they’re not. 

Incorporating your brand voice throughout the interaction helps make your brand stronger and keeps your customers engaged.

5. Write personalized responses

Personalized responses in your chatbot script demonstrate a thorough understanding of your customer base and make them feel valued by your brand. Not only do they go a long way in creating a human experience in the chat, but they also help you capture new shopper information and deeper analytics.

Discover our chatbot script templates for various scenarios

5 Chatbot script best practices to follow 

Once you know the purpose of your chatbot for website or social media channels, it’s time to start writing the chatbot script. When writing the perfect chatbot script, there are some important best practices to follow to ensure a coherent user experience.

1. Avoid complex sentences

Your customers don’t want to be bogged down with unnecessary information: they’re using your chatbot to get a helpful and timely response to a query or problem they’re having. Keep your script simple, flowing, and easy to read. Not only does this make the chatbot experience more streamlined for your customers, but it also makes it feel more like talking to a human being and less like talking to a computer.

Try designing a chatbot script that allows plenty of chances for consumer input and interaction, allowing them to answer one chatbot question at a time.

2. Keep the tone of voice neutral

A neutral tone of voice is the safest way to ensure a natural conversation between your chatbot and the customer. The customer is aware that they’re not talking to a human, but writing the chatbot script in a neutral and respectful tone makes it feel less robotic and keeps the conversation flowing.

There’s nothing wrong with including a few emojis or some flair but keeping the tone of voice neutral overall makes the interaction feel more engaging and professional.

3. The word “No” is off limits

Nobody likes to be told “no”. The moment your chatbot says no to a customer, you’ve lost their interest. It’s a small word but it can make a big impact on their impression of your brand.

Instead of saying no, write your chatbot script so that it offers helpful, practical solutions to the customer’s query. If the chatbot can’t identify necessary keywords in the client response, asking a customer to rephrase or giving them a menu of potential options to choose from is far more engaging – and helpful – than shutting down the interaction with a “no”.

4. Manage expectations

While chatbots are an excellent tool for both you and your customers, they have their limitations. They’re perfect for quick fixes, such as answering an FAQ, tracking a shipment, or navigating a website. However, they can only perform the functions that the bot has been built for, so it’s important to manage the customer’s expectations of its capabilities immediately.

Including an overview of the chatbot’s functions in its introduction, for example, is a great way to quickly let the customer know if they’re in the right place for what they need. If the chatbot can’t understand what’s being asked of them, it should direct the customer to a channel for contacting a human operator.

5. Avoid lengthy messages

Customers don’t want to sift through long-winded messages to get to the crucial information. Make sure that your chatbot script is comprised of short, succinct paragraphs and separate messages where possible.

Writing short messages gives the customer the chance to reply and voice their issues. Snappy, engaging sentences help to keep your customer involved in the conversation and make it easier for them to find their solution.

The importance of conversational chatbot scripts 

Having the right chatbot script is essential for having a useful chatbot service. It’s another way in which you can represent your brand and show the level of care you put into your customer service.

With a purposeful yet conversational chatbot script, you can help put your customers at ease, improve their impression of your brand, and find solutions together quickly and effectively. Knowing how to speak to your clients, when to ask questions, and how to keep the conversation flowing are all vital things to consider when writing the perfect chatbot script.