Wella + Hapibot - Chatbot Copy - Mac Hasley
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About This Project

How do you make the “technical”—likable? 


Chatbots connect with your prospects because they “talk” to them like a human would.


The key, then, is making sure they sound human.


That’s easier said than done when you have to get technical. Try being charming and approachable while explaining the chemical substitutions in ammonia-free hair colorants.


(And try, we did).


Hapibot brought me in to be the voice of Wella’s customer service bot “Emma.” I took their baseline “command and response” scripts, condensed them for clarity, and injected them with personality—and brought their style guides to life.


 See the full rewrite here

Chatbot, Content