1) Define your audience

Keep in mind who your audience is. If you have a younger audience and your brand tone is informal then add emojis 😀 and animated GIF.

As a rule, older and more formal audiences prefer text based.

2) Be honest and clear

Tell your customers they are talking to a bot and not a human, but also tell them that humans will read the responses. The more information you share about how the results will be used will encourage the respondent to engage.

3) Be consistent

Keep to language that is consistent with your brand. Try to use the same phrases, font or text style and create a personality for your bot that matches your brand identity. A good starting point to is use the same voice as your customers service agents do.

4) Be on brand

If you are creating your own bot design then think about what would work best. You could create a new character, use a generic stock human image or perhaps even a real person in your organisation. Remember, if you are using a human then make sure you are clear to your respondents that this is a bot and don’t try to mislead them into thinking they are speaking to a real person. A simple brand logo can work well if the brand has a strong identity and personality.

5) Be engaging

Wizu allows you to get creative and use content such as a meme, GIF or even embed a video. Try to vary your question types and utilise the reactions to keep the conversation flowing more naturally.

6) Be concise

Remember a large amount of your respondents might be answering on mobile and may only have a limited time available. Wizu delivers better completion rates than standard surveys but doesn’t mean you should push your luck with long surveys. Only ask questions that you really need or want to know about and try not to ask for any information you might already have.

7) Question inspiration

If you have created surveys using traditional methods before it is easy to fall back into habits of using the same types of questions. However, conversational surveys allow you to expand the approach to gather more insightful feedback and the better your questions the better the response. Below are some suggestions for some more open, conversational questions that might provide you with some inspiration:

• Tell me how this experience made you feel

• Tell me about yourself

• What did you like most about our new product?

• What changes would most improve our service?

• What are the top priorities in your business at the moment?

See related articles:

Writing Conversationally-8 tips to get you started

Guide to building conversational surveys

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