|… Sir/Mam what would you like to have?
… Sure Sir/Mam we would love to do that for you!
… We’re extremely sorry for the inconvenience caused to you!
… Please provide your feedback for serving you better in the future! 😊
… Please visit again… We would be glad to assist you again!
Aren’t these lines flattering and sugary? If you were that sir/mam would you like to visit that store again?
Undoubtedly, it would be a big yes from your side! And who would ever have the courage to say NO to a treatment like this? Do you even have a unique name for that?
Well… it’s all about the culture and environment you provide to others. The better you treat others the better you get back from them! The same goes for business too! “Presume that your business customer acquisition rate is showing an increase but the retention rate has started decreasing somewhat compared to the last season. Why?
This is all because your customers aren’t getting the appreciation they deserve and get from other online websites. Customers want a gratifying experience. If they get that they do return back to appraise you for your recognition. But if not… then they prefer to turn into cold customers.
For a flourishing online business gaining new leads (customer acquisition) is not the only thing that matters. The thing that can turn your dropping business is customer retention i.e. how frequently your customers are returning back to your store for completing their online purchase in a given time/campaign.
Well in this post, I’ll be emphasizing the ways to increase customer retention through Facebook Messenger chatbots. So, let’s check out the customer retention chatbot strategies that can bring new bright light in your eCommerce business!
9 Chatbot Approaches That Can Grow Customer Retention Rate
1. Provide Support Outside Your Time-Zone
|Customer- Hey! I need help with my placed order.
Oops… No One Is Here To Help You!
A Big Fat Complete Silence…
It means there is No Retention!
Business size and requirements aren’t the same. Every business has some unique desires in itself. No one can ever set restrictions for it. It’s only you… who can find the inner requirements of your business!
If your customer base isn’t bounded to a city/country then you do need to provide support outside your business time-zone. If you confine your working hours and don’t make it flexible enough then you don’t get the result you supposed to have while establishing your business in different zones.
The thing is- your support can’t provide their live support 24/7. They do need time to breathe, rest, and live their personal lives as well. As a store owner, it’s your responsibility to treat your employees the way it should be. So, that means your working hours will always stay confined and you can’t get the desired results.
No, it appears like that but in reality, you only need a Facebook Messenger Chatbot to do your job.
Train your Messenger Bot keeping your business specifications, test it and make it live to handle your clients’ concerns. Facebook Messenger Bot can provide a natural conversational environment with no dependency on your support. This will eventually increase your customer retargeting. So, do use your customer retention chatbots precisely.
2. Acquire Your Users’ Demographics & Behavior Information
Using Messenger Bots, eCommerce stores can easily conduct surveys for knowing their customer behavior and acquiring demographic details. Let’s explore how it can be achieved through Facebook Messenger Chatbots.
The chatbot I am using for the example is BotMyWork Chatbot Builder. [BotMyWork Chatbot Builder is a Facebook Messenger Bot that provides its support through a Messenger chat interface to reduce support work and provide quick responses without the implementation of programming languages. It is basically designed to support and promote conversational marketing for acquiring better results for retailers of all sizes. Click the link to know the steps to create BotMyWork Chatbot Builder!]
Create your survey for capturing your customers’ demographics and behavior information using these steps.
- Open your BotMyWork Chatbot Builder App
- From the left sidebar of the BotMyWork Chatbot Builder dashboard click on “Stories”
- Now click on add new template box and rename it for better reusability
- Use “Native Elements” for creating a series of the survey for your customers’
- Test your changes using the button named “Test in Messenger” and modify if required
- You’re all set to acquire your customers’ demographics and behavior details!
For instance- The questions can be somewhat like this…
Question- What Is Your Gender?
3. Simply Not Interested To Answer!
Question- In Free Time What You Enjoy Doing?
Question- Do You Enjoy Watching the Harry Potter Series?
1. Yes, I Love To Watch!
2. No, It’s Childish!
3. Please Give Me A Break I Don’t Want To Answer!
This is how using a Messenger bot you can acquire your customers’ demographic plus behavior information. You can have your own bunch of questions according to your business. This will surely help you in retaining your customers’.
3. Train Your Bot With Multiple Languages
I have one question for you!
Which language do you prefer while communicating? Is it English, your clients’ language, or your mother tongue? Which One???
I know nothing can replace the mother tongue. It doesn’t depend on how old we become we’ll always favor our first language over any other. [I have said English because it’s the second most used language in the world you can check here- What are the Most Spoken Languages in the World?]
It’s simple to understand if your customers are spread in different zones of this planet then they’ll eventually speak different languages. And just like you, they’ll also choose their first language.
Here comes the drawback with your support i.e. your support members can form communication in one or two or three languages but not multiple… This restricts your business growth and creates a boundary.
This limitation can be overcome if you have a Facebook Messenger bot that is trained with multiple languages. A complete guide for Multilingual Chatbots you can review this post for exploring more about multilingual chatbots. The multilingual chatbots can provide a better experience to your customers and hence can improve your retention rate.
A multilingual chatbot can turn into a customer retention chatbots for your eCommerce business. So, don’t make your language a restriction for your business success do leverage these customer retention chatbots.
4. Ask For User Feedback
Customer feedback book! A book that offline store owners use for knowing and improving their customer service. Customers put their thoughts and feelings about the service provided to them using colored pens in the notebook.
A customer feedback book is an attractive approach used by retail stores to keep their customers theirs! The benefit of using a customer feedback book is that you can review all your feedback at a single place plus you can filter the areas where you need to put more effort.
Having an online store doesn’t mean you can’t have your own customer feedback book. You can still have it using a Messenger bot. Every time your customers complete their new purchase you can ask them whether you’ve succeeded in meeting their requirements or not! If desired you can even save each feedback message to review it in the future and work accordingly on your services.
BotMyWork Chatbot Builder facilitates the same from the Stories section. You can even review all your feedback under the Attributes section of the live chat. So, ask your customers to provide their feedback for retaining them.
5. Provide Purchasing Ability Directly From Chat Interface
Reasons are all that your customers need for returning back to your online store. If you think you are providing enough functionalities to your customers and don’t need to work further then you’re wrong. You’re in an online business your competitors are putting their best to defeat you with their new functionalities. If you don’t pull up your socks then you might not be able to keep your existence in the competition.
All you need to do is add additional functionalities for captivating your customers back to your store. Using your chatbot, provide the purchasing facility directly from the chat interface. This will bring your customers back to your store as you’re reducing the friction involved in online shopping. So, this is how a Messenger chatbot can turn into a customer retention chatbot for your business.
6. Automating Your FAQs
No one has time neither you nor your customers! You want sales and revenue and your customers want quick responses. To achieve both at the same time you need a chatbot that can provide quick responses.
The chatbot developed by BotMyWork facilitates its users to create a series of FAQs to resolve customers’ queries in minimum time. This eventually reduces the manual engagement required by the support members. Create your series of FAQs and automate your work process with FAQ chatbot. Train your bot to trigger with the right keywords for customer retention through the chatbots.
7. Send Thank You Greetings
A simple thank you message can make your customers delighted and compel them to return back to your e-store. Well, you need to and you should compliment your customers for completing their purchase from your store for showing their trust and loyalty in this hacking-world.
For creating your thank you message you’re required to follow a few easy to implement steps: Go to Broadcast from the left sidebar -> Click on the Create option -> Draft your thank you content -> Click on the Create button -> Filter your message -> Click on Send Broadcast button. That’s it, you’re all set to rock and regain your customers by a simple appreciation.
8. Providing Content With Context & Variety
Facebook Messenger enables users to send promotional + non-promotional content. It holds some restrictions for the same but that can be resolved if you’ve your chatbot. I am stating content because the content is the only means of communication through which you can stay connected with your potential customers.
All you need to remember is your content should add quality and value to your customers’ lives. If you are planning to send promotional content in a row with your chatbot then please don’t even try to imagine that! As it can say goodbye to your qualified customers.
Whether its’ about converting your potential leads or retargeting your lapsed customers, you need to have a content plan for everything. I would suggest sharing educational, inspirational, downloadable, and free content as it can provide context with variety. Moreover, it’ll keep your customers satisfied with your services.
9. Include Chatbots In Your Loyalty Program
Loyalty programs can benefit from customer retention. So, why not include chatbots with it?
Train your chatbot so that it can ask for referrals, provide discounts, and reward your loyal customers. Make it do everything that’s a must for your loyalty program. According to the latest discount statistics, 69% of customers are influenced by loyalty programs. Referrals, coupons, discounts, and rewards appear captivating to your users. And they do like to admire them!
Your customer retention chatbot should be well-trained to allure your customer base towards your offers.
A Small Suggestion For Better Results!
Understanding & Accepting Your Users Preferences and Not Imposing Things Only For Business Revenue!
Showing trust and loyalty isn’t easy for your Customers. If they’re doing so then it’s your responsibility to appraise them. Keep your business revenue aside for a while and think from your customers’ perspective. If you put effort into understanding and accept your customers’ actual needs then they will surely revert back to you! They’ll realize that you do care about them and want to add quality in their lives and just not in your business. This will eventually increase their retention rate towards your business. That’s my opinion about retaining customers! If you like it do comment and share your thoughts about the same… Well, we were talking about customer retention chatbot. Let’s start wrapping it.
Customer Retention Chatbot…
Retaining your existing customers only sounds terrifying but in actual it’s damn simple. You can take your efforts to the next level by including a chatbot for customer retention. The benefit of chatbots is that you can easily target your audience. I’ve spotlighted the approaches for increasing customer retention rates if you have anything to share for the same do comment below.
If you’ve any doubts regarding BotMyWork Chatbot Builder contact our support at firstname.lastname@example.org or Facebook Community.