Chatbot Script Design
Crafting a Chatbot Script for Customer Feedback Collection
This prompt helps customer support teams create a chatbot script designed to gather customer feedback efficiently. It focuses on crafting engaging questions, capturing actionable insights, and directing customers to additional support if needed.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Product
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Define the goals of feedback collection, such as understanding satisfaction, identifying pain points, or gathering feature requests.
Prepare a list of specific questions and response types (e.g., multiple-choice, open-ended).
Collaborate with the analytics team to ensure collected feedback is actionable and trackable.
THE PROMPT
Help design a chatbot script for collecting feedback about [specific software product or service]. Focus on:
Welcoming Message: Starting with an inviting tone, such as, ‘Hi! We’d love to hear your thoughts about [Product Name]. It’ll only take a minute!’
Feedback Questions: Including key questions, such as, ‘On a scale of 1–10, how satisfied are you with your recent experience?’ and, ‘What’s one thing we could improve?’
Guided Input Options: Offering quick reply buttons for ease, like, ‘Was your issue resolved? [Yes/No]’ and allowing open-ended responses where needed.
Acknowledging Feedback: Thanking users for their input, such as, ‘Thank you for your feedback—it helps us improve!’
Next Steps or Support Offer: Directing users who need assistance, like, ‘If you’d like to discuss this further, let me connect you with a support specialist.’
Provide a script template that balances ease of use with actionable insights, ensuring a positive user experience. If additional details about the type of feedback or target audience are needed, ask clarifying questions to refine the script.
Bonus Add-On Prompts
Propose strategies for integrating chatbot feedback into analytics dashboards for trend analysis.
Suggest methods for tailoring feedback questions based on the user’s recent interactions.
Highlight techniques for keeping feedback collection brief while maintaining depth.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus the script on specific scenarios, like post-support interaction or after a feature rollout.
Include recommendations for incentivizing feedback, such as offering discounts or rewards.
Propose ways to segment users and adjust questions based on account type or usage history.
Highlight tools for integrating chatbot feedback with CRM or survey platforms like SurveyMonkey.
Add suggestions for automating follow-ups based on feedback responses, such as escalating negative feedback.
WHEN TO USE
To gather customer insights that drive product or service improvements.
After support interactions or key milestones in the customer journey.
To supplement customer surveys with real-time conversational feedback.
WHEN NOT TO USE
If feedback goals aren’t clearly defined or actionable.
When targeting users who haven’t engaged with the product or service yet.