Are you personalizing your website’s chatbot?
Chatbots on websites have exploded in popularity in recent years, and for good reason. The early versions of AI chatbots were typically only used by very large companies. They weren’t very user-friendly, they didn’t always provide the correct information, and they could be frustrating to interact with. It was the online version of an automated customer service line that wouldn’t connect you to a real person, no matter what selections you made. Times have changed, and chatbots are now being utilized by businesses large and small. Rapid technological advancements have made chatbots much more pleasant to use, creating a personalized experience for the user, sometimes even using real-time activity to anticipate a customer’s needs.
If you have a chatbot on your website, personalization is key to making your customers feel like they are being taken care of, rather than forced to interact with a computer instead of a real person. There is no one-size-fits-all method for personalizing your chatbot, but there are some common customizations you can use to make your users have a better experience on your website.
First Impressions are Important
Just like meeting a person for the first time, you want your customers to have a positive first impression of your chatbot. This is easily accomplished by making sure that your chatbot provides clear, concise directions, explaining its purpose and capabilities. You want these first messages to reflect your brand’s tone and give a straightforward call to action so that the user knows how to respond.
Personalization Means Personality
Chatbots used to be cold, mechanical and annoying to use. Now that personalization is standard, it is easier than ever to give your chatbot a “personality” that reflects your brand and resonates with your audience. You can give your chatbot a unique voice, and even add emojis, custom responses, and avatars. There are even ways to make the chatbot match the tone and personality of the user, providing a more comfortable experience that your customers will appreciate – even if they don’t know it’s happening.
Attention to Detail
You can give your chatbot access to information about the user, which allows for better interactions and more personalization from the beginning of the chat. For example, the chatbot may know what time of day it is or mention the local weather in the user’s area. If you have a website where your customers can log in, the chatbot may be able to refer to them by name, give them prompts anticipating their needs, or create personalized recommendations based on their purchase history or browsing habits.
While having more information about a particular user is helpful, small details, such as greeting your user with “Good morning!” rather than a generic “Hello!” can be helpful in creating a more personalized experience. The more small details you include when designing your chatbot, the more natural and human-like it will seem.
Determine How Your Chatbot Interacts
You can decide how your chatbot interacts with users in a variety of ways. Do you want your chatbot to communicate by giving the user defined answers they can select, or do you want the chatbot to be capable of interpreting text that the user types in? The simpler your chatbot is, the easier it will be to use and set up, but it will not provide an impressive interaction like a chatbot that can answer text.
When you are designing your chatbot experience, you will want to start with how you believe the conversation will flow with your customers. Many businesses will create a mind map or flowchart in order to anticipate and program responses to questions or concerns their customers may have. Creating a natural conversation with a computer is difficult, and there are many different frameworks to choose from.
Creating a Tailored Experience
If your users are able to log into your website, you will want to create a tailored experience for them that draws from all of the information you have gathered, which is as basic or detailed as your customer profile. When you are creating your framework, you will want to take into account whether or not you have personal information about the user, and whether they have used your chatbot before. You can then create new responses and interactions for your chatbot to display which will give users a personalized touch, even if the user is only able to choose their responses from a selection of answers.
Using Professional Copy for Chatbots
If you want professionals to create a voice for your chatbot that reflects your brand, you may want to hire a professional content writing agency. Amplihigher employs knowledgeable, professional copywriters who are experienced in brand building and can help you create an interactive experience that your customers will appreciate. Contact Amplihigher if you need to create a voice for your brand’s chatbot!