Sales channels are paths that sales teams use to sell solutions to end customers. Automated chatbots are an up 'n' coming sales channel that can help teams build relationships with customers. Chatbots can also streamline common sales team tasks, such as customer segmentation, CRM updates, and lead qualification. While chatbots can be a cost-saving and highly effective sales channel, complex implementation and poor user experience often prevent businesses from reaping the high return on investment that chatbots can offer.

To reduce that burden, I collaborated with a conversation designer to bring a simple and consistent voice and tone to our first-ever sales chatbot.

I also worked with engineers and process automation subject-matter-experts (SMEs) to create UI text for the bot's low-code flows.

And I worked with a UX designer, product manager, and many engineers to craft the bot's pilot and beta onboarding experience.

Use simple, human language to deliver a streamlined, accessible, and enjoyable conversational experience for sales prospects, opportunities, and leads.

In my revision, I created messages that better aligned with the chatbot’s target personas using user interviews, competitive analysis, and existing user research. I also simplified messages and reduced the number of steps required to complete key tasks.

Use consistent and descriptive language to create a straightforward and navigable flow builder experience for sales teams.

I created UI text and API names for functions, formulas, and variables that align with Salesforce Flow content patterns. I also worked process automation SMEs and engineers to simplify flows and reuse variables across flows.

Use proven patterns and concise language to craft a cohesive onboarding experience for a complex sales chatbot.

I designed a guided setup modal and onboarding checklist that 'chunked' the complex setup process based on user goals. I also worked a product designer and engineers to combine steps, test the setup experience, and align documentation with the user experience.

Strong error messages can reduce frustration, increase product satisfaction, and build trust. Snazzy empty states can educate, delight, and motivate users. Concise warnings can prevent data loss disasters. Check out some of the small but mighty UI text I've crafted.