creating user-focussed content
What we do
Creating plain English, scannable content for chatbots and websites
Research your customers’ pain points, who your audience is, and how to measure your website or chatbots success
Teach chatbot writing best practice to digital content writers
Analyse digital user data to improve content to meet customer needs and measure chatbot performance
Work on existing chatbot content to make sure it is user-focussed and follows best practice
Helping you decide on the look and tone of your chatbot
Your digital product needs to meet your customers’ needs through user-focussed content
engage a specialist
I’m a specialist conversational UI writer. This means I write the scripts used by chatbots to interact with customers. I also write the microcopy that directs a user through a website or app.
I have worked on government and tertiary chatbots, both proof of concept and existing projects. I ensured all content:
– adhered to the chatbots “personality”
– was WCAG accessible
– conformed to department style guides
Once a chatbot has been developed I train content writers to ensure they follow chatbot writing best practice. Understand how to analyse user data and identify content gaps.
What are chatbots?
Chatbots are a conversational user interface that helps your customers.
Chatbots don’t completely replace human agents. Rather, they answer general enquiries and help users with simple transactions. This frees up your staff to help customers with more complex enquiries.
This means less wait times for customers and improved customer satisfaction.
When a user interacts with a chatbot they want their information quickly and succinctly.
Writing chatbot content is a different skill to long-form writing. You need to provide the maximum amount of information in the least amount of words