Chatbots have a different life: how to write an engaging text for messengers?

Chatbots are used in various fields, including business, marketing, education, healthcare, and others. They can help simplify and automate communication between a company and its customers, reduce staff workload, and increase business efficiency.

For example, a chatbot can be used for:

• Answering frequently asked questions from customers
• Providing information about a product or service
• Ordering a product or service
• Tracking the status of an order
• Processing payments
• Customer support
• Conducting surveys and questionnaires
• Providing personalized recommendations and solutions
• And many other tasks.

What you need to know about texts for chatbots: 4 main rules

Text – is the main tool in a chatbot, and if it doesn’t work, if the bot doesn’t match the client’s communication style, then the rest is pointless.

Chatbots have certain features:

• Concise text, while providing enough information for decision-making. A chatbot is still about short and quick communication. If you decide to expand your text, it should primarily be interesting for users. A chatbot is about “harmony”: the text should be as concise as possible while providing enough information for a person to make a decision and understand what it is about.
• Clear text on buttons considering character limits.
• A consistent communication style throughout the entire chatbot chain and in newsletters.
• A chatbot simulates a dialogue. This applies to both the texts in the chatbot and the buttons. Your subscriber should have the impression that they are in a dialogue: buttons respond to the subscriber’s replies, and text messages answer questions.

If the text in the chat is poorly written, no complex development or well-thought-out chain will save it. A chatbot is not an email; you can’t fix the situation with an image!

What is the conservativeness coefficient and how to use it in writing texts?

The conservativeness coefficient is a mathematical indicator that is calculated simply – as an arithmetic mean. It may suit you if you are not creating any global portraits of your target audience, you are a beginner, and you need to understand how to address the user in a chatbot: informally or formally.

There are two indicators:

• The first – the field of activity of the chatbot owners. You look at the table to see who you are.
• The second – the level of the target audience.

Making decisions on what to do: to keep it simple or to do it beautifully and qualitatively?

If “keeping it simple”:

• welcome message: determines whether a person engages in correspondence with the chatbot; sets the atmosphere.

• Filling the chatbot: it is necessary for it to be aligned with the message.

Example 3. The text is written in a certain style, there are no specific characters, and slang is absent; at the same time, there is a psychological tone, friendly in a way that encourages the person to take further actions.

• Messaging: Clear offers. Concise messages.

Example 4. Note that there is very little text here, meaning it shows exclusively the target offer. It is written in clear language, with food-themed emojis. In this case, the image with text provides an option where one simply wants to click and place an order.

In short:

• Short text without emotional provocations and careless attitude towards the reader
• Text with a clear purpose. After reading the text, the reader should immediately understand what action they need to take next.
• A description of what awaits the person

If you want to “get into it”:

Example 5. A character with a certain image appears. The message texts are written in a “cat” style and complemented with graphics.

Example 6. Delicately played with humor. Such an initiative, some “highlight” will allow you to stand out among others and make the chatbot memorable.

In short:

• Explain what exactly the person needs to do
• Provide enough information for decision-making
• Do not use incomprehensible slang
• Encourage
• End the statement with a question or a call to action
• Push gently, but without “hey hey”
• Label buttons with concise trigger words. One word that makes the next step in the dialogue clear.

Overall, the use of chatbots can improve customer service quality, enhance business process efficiency, and improve marketing and sales effectiveness, making them useful tools for any business.

To dive deeper into the topic, you have the opportunity to check out the report in video format with answers to questions.