Conversation Design

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Questions and Answers

What is at the heart of every business?

Products and services

Relationships with customers (correct)

Marketing strategies

Financial growth

What does Relationship Design aim to create?

Marketing campaigns

Automation of customer support

Experiences that foster ongoing engagement and strengthen connections between people, companies, and communities (correct)

User experiences that drive sales

What is the next wave of user experience, according to Salesforce?

Artificial Intelligence

Conversation (correct)

Virtual Reality

Mobile First

What is influenced by conversation design?

Brand impression Signup and view all the answers

What does Conversation Design (CxD) refer to?

The concepts, strategies, and practice of designing conversations to build better relationships with customers at scale Signup and view all the answers

What do successful companies use conversation design to achieve?

Minimize pain points and build customer trust Signup and view all the answers

What is an example of a conversation?

Chatting with a customer service rep through a company's app Signup and view all the answers

Why is conversation design important?

To improve customer relationships Signup and view all the answers

What is the primary goal of conversation design?

To make conversation-based experiences better for users Signup and view all the answers

When is conversation design relevant?

When any aspect of the product experience involves conversation Signup and view all the answers

What is turn-taking in the context of conversation design?

A dialog between a system and a user where both parties respond to each other Signup and view all the answers

What is the significance of a conversation designer in a product development process?

To onboard at the beginning of the process to help make the product experience better for users Signup and view all the answers

What is a characteristic of a conversation in the context of conversation design?

The system and the user engage in a conversation with turn-taking Signup and view all the answers

What is the primary focus of conversation design?

Words and linguistic research Signup and view all the answers

What is the main goal of conversation design for brands?

To design more interactive customer engagement at scale Signup and view all the answers

What happens when a system presents language to a user, but the user cannot respond with language?

A conversation does not occur Signup and view all the answers

What is the next step in designing bots that build relationships with real people through conversation?

Looking at the conversation design process Signup and view all the answers

What can happen when companies design poor conversations with their customers?

Trust is eroded and customer sentiment is negatively affected Signup and view all the answers

What is the primary difference between human-to-human conversations and conversations with bots?

Bots can only follow a script, while humans can go off script Signup and view all the answers

What is the result of good conversation design?

Customers are more likely to feel satisfied and resolved Signup and view all the answers

Why do companies often design poor conversations with their customers?

Due to lack of awareness and intention Signup and view all the answers

What is conversation design not?

Graphical design Signup and view all the answers

What is the focus of conversation design when it comes to voice and chatbots?

Words and language Signup and view all the answers

What is the purpose of conversation design in the context of customer service?

To resolve customer issues and build great customer relationships Signup and view all the answers

What is the difference between conversation design and writing dialogs?

Writing dialogs is a part of conversation design, but not the same thing Signup and view all the answers

What happens when companies intentionally design great customer relationships through conversations?

Scores of conversations with customers are designed Signup and view all the answers

Study Notes

Relationships are at the heart of every business, and conversation is the next wave of user experience.
Conversation design (CxD) refers to the concepts, strategies, and practice of designing conversations to build better relationships with customers at scale.

What is Conversation Design?

Conversation design helps create user experiences that build better relationships between a company, its customers, and the rest of the world.
It's about designing interactive customer engagement at scale, taking into account thousands of conversations that happen daily with voice bots and text bots via different companies' apps, websites, and support phone numbers.

Good Conversation Design

Good conversation design ensures customers have positive experiences, resolving issues and building trust, which bolsters customer sentiment around a brand.
Bad conversation design, on the other hand, can erode trust and lead to negative customer sentiment.

The Difference Between Conversation Design and Graphical Design

Conversation design is not graphical design, as it focuses on language and words rather than visuals.
Conversation design is not just about writing dialogs, but rather leverages decades of research on linguistic patterns to build a strategic system of communication.

When is Conversation Design Relevant?

Conversation design is relevant when any aspect of the product experience involves conversation, such as chatbots or voice assistants.
It's also relevant if there's turn-taking going on in a dialog between the product and the user.

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Description

Discover the importance of customer relationships in business and learn how to foster them. Learn how to build a successful business through strong relationships with customers.

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