One of the most common questions posed by organisations is “how can I improve client satisfaction?”.
We know that consumers feel more appreciated and satisfied with groups that offer fast and reliable communication services. In the age of instant gratification it can be difficult to keep up.
Consumers do not always understand that we have fewer staff, are attending a business meeting or, away on a break for the holidays. So, how can we communicate with them instantly despite these barriers?
The answer to this question comes in the form of Chatbots, also known as Bots, and automatic reply messages.
Communicating with Chatbot technology allows us to intereact quicker with current and future clients. Bots can be programmed with answers to questions in order to quickly give a consumer access to their information.
Google and Facebook have been working on developing Chatbot technology and while many brands using them don’t keep clients engaged, this is something that can be fixed.
Keep it simple
In order to keep clients interested and attentive you need to keep your Chatbot’s replies simple and straightforward. The Chatbot should sound like a real person. If this is not possible then shorter replies are easier as they can sound more natural.
The Chatbot is there to help consumers. Consumers should be able to easily maneuver the Chatbot in order to become accurately informed. If the Chatbot is programmed with lots of long responses then the clients needs can be lost in jargon.
You can also programme the Chatbot in a way that allows consumers to select their needs. There are set situations or responses that clients can select in order to review the information required.
An example of this is when a consumer is looking for entrance fees to a museum. They message the museum page and the museum’s Chatbot replies with:
“Hello, are you looking for:
Costs and fees,
The consumer can reply with ‘Costs and fees’ and the museum’s Chatbot will send the information through to the consumer. This automatically gives the client the information needed and allows manpower to be directed elsewhere if needed.
If the client selected ‘something else’ the Chatbot can easily reply with something similar;
“of course! XZY will contact you when we open at 10am. Further information can also be found on our website.”
This shows the customer that the museum cares about their needs and will make an effort to contact them as soon as possible. It also enourages two-way communication with consumers.
Be honest with your consumers
Many consumers do not mind if they are initially communicating with Chatbot technology, as long as they know a real human is there if the bot can not answer their query.
It is perfectly fine to let consumers know they are talking to a Bot and that if they require one, a real human can talk to them at XYZ time or as soon as possible.
While Bots are not as engaging as human responses, the gratification of gaining required information immediatly can balance this.
Don’t let Bots completely take over.
This is not a War of the Worlds warning but instead a practical insight. Do not allow Bots to take over the way you communicate.
Bots are certainly very useful but human interaction is still vital for any business or organisation that focuses on keeping organic relationships with consumers.
If you wish to grow as an organisation then you must still have a human side that clients and stakeholders see.
Chatbots are a tool, not a new method of getting rid of staff. When we are communicating with Chatbot technology we need to ensure that consumers still feel a connection to our organisation.
People need human interaction. This is what allows them to build an emotional bond to your group and ultimately leads to brand loyalty.
If we distance ourselves too much from the people we are trying to reach we become obsolete, unrelatable and unapproachable.
This would be the death of any organisation. So use your Chatbots wisely and well in order to appease your patrons desires but in a way that ensures you only continue to thrive!