Creating a strong tone of voice for your brand helps you stand out, but how important is it that you implement it into your conversational AI? Let’s delve into it below…
Upgrading your customer communication with chatbot and webchat options is all well and good, but it usually isn’t as simple as slotting them into your site. The tone of voice in the rest of your customer service should extend to conversational AI to ensure you stay consistent.
In this blog, we’ll dive further into the importance of tone of voice, best practices for brands to follow, and how to give your chatbots or webchat services a winning personality.
Tone of voice is the thing that carries your brand off toward your customers. Therefore, it’s all about establishing methods of communication that work best for the people you’re aiming to target. You’ll need to carefully choose your language and expressions to do this.
Whether you want to be more or less emotive, add in emojis, or keep things formal – your brand’s tone of voice should be unique to you.
The effectiveness of your branding will all depend on whether you’ve done your research and developed a good understanding of how your customer wants and expects to be interacted with.
Your tone of voice has the power to influence the overall customer experience, so it should fit in seamlessly with the rest of your customer service journey.
It can impact customer retention, satisfaction, and ultimately sales and profits. When customers are happy with their interactions, they become more likely to use your services again. But you could push customers away if your tone isn’t quite right.
It can be simple to implement chatbot and webchat into your site with generic scripts. But this isn’t necessarily the best way to engage your customers.
When you configure your conversational AI, you should consider all the ways you can implement your brand tone of voice. This will make it feel more natural for the customer and increase its popularity, which in turn can take the strain away from your live customer service agents.
Still need some convincing on why tone of voice is so important for chatbot and webchat? Below, we’ll go into some of the main reasons it can have a big impact…
Language and expression directly link to our likability as humans, and the same goes for conversational AI. Getting these elements right can boost your likability and make your customers more likely to use and recommend your products or services.
As humans, we crave genuine human interactions. So, even though these communication services are automated, customers will often expect some level of humanity from them. Being able to convey humanity through your conversational AI can make your brand appear more trustworthy and shows your dedication to investing in customer service. At a time when customers have such high expectations, this can be vital.
The messages and interactions from your chatbots and webchat services should be consistent with the rest of your brand image. By managing to achieve consistency across the tone of voice in all your communication channels, customers will come to know what to expect from you.
Unsure how to bring your brand’s tone of voice into your conversational AI? Follow these simple steps below…
If you’ve already established brand guidelines, this is a great first step. These can help you implement the ideas you’ve already come up with into your communication strategy.
The process of identifying your values should involve several questions.
These include:
By answering these questions, you should develop a better understanding of the core values within your business. Pay particular attention to your audience since they’re at the heart of everything when it comes to your communication.
The bare bones of what you’re trying to say are likely to be the same. You want to greet the customer, ask how you can help, and offer solutions.
However, the tone of voice you’re going for will affect your messaging.
For example, a site with a more excitable tone of voice might greet the customer differently than one with a more formal approach.
By mapping out what you want to say first, you can decide on the language, punctuation, and expressions you want to use that best fit with your tone of voice.
Remember, there could be some nuances between chatbots and webchat since these are two different conversational AI services. Click here to delve further into their differences.
Need some extra guidance in establishing your tone of voice? Below, we’ll go through some guidelines to help you…
