Chatbots are one of the best customer communication tools ever conceived, but it can easily lose you business if you don't create the right interactions. Sarah Schreiner is a chatbot writer for GoDaddy, and she will give you 5 crucial strategies for making sure your chatbot is building good customer relationships, not destroying them.
- The difference between human and chatbot communication
- Some psychology regarding self-help and automation
- How to overcome user assumptions to craft helpful conversations
A little bit about Sarah:
My name is Sarah Schreiner, I'm a playwright, UX nerd, and Conversational Designer at GoDaddy.
I didn't plan to write for bots. I was going to be the next Joss Whedon. I got my MFA in Writing for the Screen & Stage from Northwestern and I'm still working on the next Buffy, but luckily, understanding character motivation and story structure is wildly useful in the bot world.
Working in customer support at GoDaddy taught me a lot about the issues our customers face and how they describe them. It also gave me intimate knowledge of the repeated tasks that force people to call in. Now, after two years automating those engagements, I'm chock full of learnings on best practices and dangerous pitfalls. And I'm going to share them with you.