Retention rates are vital, especially with chatbots. Primarily because chatbots my act smart and technology is providing them with more human-like interactions, but they still are not humans.
Chatbots can’t see if the customer is satisfied or not, so you have to find a way on how you can learn if the interaction went well.
To help, here are several tips on how you can improve chatbot retention rates:
Set Customer Expectations
Customers, in general, intend to remember bad experiences over the good ones. That is why you need to provide realistic information on what you are able to provide to your customers.
If you are selling online, give yourself time for errors, such as other companies that you use to deliver a package, for example. Give your customers detailed information on when they can realistically expect a delivery and which company will provide that service, such as USPS, FedEx or UPS. Additionally, give them tracking information. With this option, you will give them information up-front of what to expect.
Use the Words They Love to Hear
You should know your audience and be prepared to provide the words that they want to hear. If you are selling surfboards, for example, you don’t want to use the phrases like “Yes Madam” or “Yes Sir.” You are dealing with a more energetic group of people that are thrill chasers, so you need to address them in a way that feels natural to them. Be sure to learn your audience and give your chatbot the acceptable language for your customers. Some words encourage the customers to buy, some may not.
Take Advantage of Your Products’ Power
When you have a unique product, you will feel the excitement; show that excitement you have for your product and spread it via the chatbot and represent it to your customers. Increase the conversion flow with something different.
Make It More Personal
You need to care for your customers, and you need to show them, so they know. You need to find ways, and by putting yourself in the shoes of the customer, you will see if some ideas are okay to implement, or not.
For example, you can send them a happy birthday message and even a coupon just for them. With this kind of activity, you can even utilize reciprocity and gain more loyal customers.
When you find out that they received the product, ask them if everything is okay with the order. In this way, you will give the chatbot a better relationship with the customers. Build trust through relationships.
Implement Customer Feedback Surveys
This is a convenient tool; with feedback and surveys made through the chatbot, you can collect so much valuable information.
With the information gathered, use it to improve your business and the interaction between the chatbot and your customer.
Be the Expert They Want You to Be
Provide customers with a chatbot expert, mentor your chatbot, widen its knowledge base, and put your experience to it. Customers will expect you to do that.
Final Thoughts with ChattyPeople
When working with people, there are always ways to make a mistake, so all you can do is to provide the best customer service that you can, and you should improve on it all of the time.
Use our platform here at ChattyPeople where you can easily update the database of your chatbot with new ideas of how it should interact with your customers.
Register for free and use our free starter plan to build your chatbot. And, give your customers the opportunity to reach and interact with your company, 24/7.
Posted by Slobodan S.