This post will help you learn everything you need to know about conversational UX by answering the following questions:
- What is conversational user experience?
- How does it impact tech and web users?
- What are the best ways to include it in your business?
If you are interested in learning how to improve user experience with this innovative approach, keep on reading!
What Is Conversational UX?
Conversational UX is a type of user experience that uses voice, chat, or any other form of language-based technology to simulate real human conversation. The end goal is to create the feeling of true human communication.
It defines the way businesses build chatbots, with seamless interaction as the final goal.
Why Is Conversational UX Important?
Let’s go over the three main reasons why conversational UX design is important:
Higher Agent Efficiency
When live agents are free from dealing with basic questions that chatbots can handle, they can focus on more delicate requests that cannot be completed without human contact.
The agents will no longer feel overwhelmed by the number of mundane tasks and they will be able to handle more queries.
More efficient workflows will also uplift the agents’ mood which directly improves the quality of customer support.
Better Customer Experience
Today’s customers have high expectations when they interact with businesses.
They seek convenience and solutions that will work around their schedule.
That is why the use of chatbots that are available 24/7 can improve the quality of the helpdesk experience dramatically.
Client satisfaction, another benefit of conversational UX, is one of the best marketing strategies.
According to Deloitte, customers are very likely to share positive experiences with nine other people.
Conversational UX can be a great tool for lead generation, upselling and cross-selling.
For instance, many businesses use chatbots to collect valuable marketing information from visitors before they get a chance to ask questions.
Gathering visitors’ names and email addresses helps marketers create strategies to increase the number of conversions.
5 Conversational UX Best Practices
If you’re looking to implement or improve your conversational user experience, take a look at our list of five best practices:
Establish the Basics First
Although jumping into the practical parts of conversational UX, in order to do it right, you need to determine some of its basic components.
Trying to answer the following questions will help you set the foundations for your new chatbot UX project:
- Where will you use the conversational interface? (website, social media etc.)
- What will be its format? (a voice-based or text-based interface).
- Does the project require advanced features such as AI?
Match Customer’s Intent
In order for your design to work, it needs to go hand in hand with your customers’ intent.
You will only be able to write successful scripts if you have a good understanding of all the potential conversational UX use cases.
Customer interactions are either related to sales or to support, and you should determine which of the two types dominates your business.
If most of your interactions are sales-based, create conversational UX scripts that lead to conversions.
On the other hand, if the interactions are mostly support-related, build a design that spins around informational use cases.
Gather Customer Context
Sometimes chatbots are unable to gather the context of the conversation, and the best way to prevent that is to build your chat flow with both optional and mandatory variables in mind.
Mandatory variables are the key pieces of information that are crucial for the communication to flow, while optional variables stand for additional details that are not essential for the conversation, but they can make it more efficient.
Chatbots will use this data to move smoothly through the conversation and provide helpful answers as fast as possible.
Mimic Natural Conversations
The best chatbot scripts are written with the customer’s perspective in mind, and formulated with structures used by humans.
There are several useful ideas that can help you mimic real human interaction:
- Know the language your client base uses, avoid jargon and complicated terms.
- Keep the answers short and concise.
- Use ‘welcome back’ intents.
- Include different agreement tokens such as ‘Perfect’, ‘I think so’, etc.
- Create repair sequences to use after an error or a misunderstanding occurs.
- Include phrases that show politeness and sociocultural elements.
Analyze and Review Regularly
Your conversational UX interface needs to keep up with the changes in your customers’ needs and desires.
To keep exceeding client expectations, you will need to revisit the setup regularly and modify it as needed.
Take some time each month, or stick to any other interval, to inspect the efficiency of conversational flows, as well as to analyze past conversations.
Look for patterns that will help you fine-tune the scripts and address common pitfalls.
Need Help Getting Started with Conversational UX?
If you think your business can benefit from conversational UX but you are not sure where to start, feel free to contact us at Demakis Technologies.
One of our seasoned professionals will be happy to assist you.