How To Keep Users In The Loop Using a Chatbot

According to Bain & Company, customers spend 20% to 40% more money if they are involved. Keeping clients in the loop is essential.

How to provide customers’ smooth experience and keep them attracted? Enhancing consumer engagement is one of the main chatbot’s benefits. For example, social media are supporting engagement, while chatbots make it more interactive, thus live. A Chatbot is an AI-enabled virtual assistant smart enough to emulate human-like conversations with its user.

Here is the list of top 5 benefits of using a chatbot for business:

  1. Providing support 24/7/365.
  2. Balancing between real-time assistance and interactive communication.
  3. Low maintenance cost while high efficiency.
  4. Personalization and customization possibilities.
  5. Higher customer engagement and boosting sales.

Benefit #5 is probably one of the most important because keeping customers engaged brings about not only an increase in sales but also a possibility of building a strong relationship with your clients, which is crucial for every business today.

The PointSource conducted a survey when explored chatbot adoption and attitudes toward it:

  • 34% prefer to deal with chatbots,
  • 36% wish a human contact,
  • 38% have no particular preferences in interactions,
  • 39% find chatbots extremely helpful for tracking deliveries online,
  • 38% say chatbots are the best at checking inventory.

How to build bridges with your customers and keep them engaged? 

Here are seven actionable insights:

#1. Be transparent.

Customers use chatbots with more confidence and comfort when they clearly understand how companies use their data. The user’s demand for transparency is evident.


#2. Keep humans on the first line.

A lot of people using chatbot believe that it is a suitable addition to their customer experience, and still, they need a human touch. Moreover, it is human who makes a customer believe that chatbots are secure and keep engagement level higher. According to PointSource research, 49% of users would be more comfortable with chatbots if they were sure they have an option to switch to interaction with humans whenever they need it.


#3. Strive for accuracy in personalization.

Accuracy of information improves over time: a chatbot aggregates data from different sources, employs machine learning algorithms, learns, and uses it for better personalization. And it is the primary concern to escalate this process because personalization drives engagement.


#4. Make using a chatbot enjoyable.

There’s one thing all customers have in common – they want to enjoy their experience interacting with your chatbot. Use as few messages as possible to solve the user’s issue. Employ all the necessary tools to help people swiftly:

  • voice recognition,
  • user menus,
  • contextual control, etc.

Avoiding friction and clearly identifying user’s needs they want a chatbot to address may keep clients satisfied, thus keep them in the loop.

#5. Prevent errors.

Realizing that errors are inevitable, work on improving your chatbot continuously. Language ambiguity usually is the main reason for the error. For instance, using voice recognition might be a challenge with languages containing words that sound similar or have multiple meanings. To minimize such error number, you could ask customers to confirm their intention recognized by the chatbot at some checkpoint (usually, crucial point). It is unlikely that a user will continue interacting with a chatbot after facing an error more than once, and it goes without saying, he/she will not be really into at all.

Here is the example of chatbot Siri error related to English language ambiguity (at this moment, Siri has already refined and it doesn’t make such obvious errors):

#6. Use storytelling.

Many users try interacting with a chatbot as if they talk to a human, and when they don’t receive the relevant answer, they disappoint and think that a bot is not smart, to say at least. Successful chatbots address this issue, offering users a smooth onboarding process. During their first interaction, users find out the capabilities of a chatbot. This approach keeps customers’ expectations clear and increases their engagement level.

The storytelling technique is useful as part of the onboarding process. For example, a customer asks some simple common questions trying to interact in a human-like way – ‘Where are you from?’ or ‘How are you?’ Here is the perfect moment to employ storytelling – tell customers about your company or brand when answering such a question instead of throwing out a standard ‘Please, select an option above’ message for every unrecognized phrase.

A well-thought-out onboarding process definitely will keep users in the loop.


#7. Create a chatbot with its personality.

Creating a chatbot with a human-like touch is possible with modern chatbot platforms, and making a chatbot having its personality is a great idea. Let’s say your chatbot has character, traits, and preferences. Then imagine this bot having small talk with a client – this may define onward user experience!

Lessons Learned

  1. Chatbots continue to revolutionize the way customers interact with businesses. Still, there are a lot of challenges, both for technical and creative teams, to keep users engaged.
  2. Before implementing any more or less creative ways to increase customers’ engagement, assure that you worked out the obvious things, like language ambiguity error preventions or making data using policies transparent.
  3. Keep real humans within one click. Most users are still relevantly conservative and prefer interacting with a real human. At least, let your customers know that they can switch at any moment they might need this.
  4. Engaging users and keeping them in the loop require a bunch of efforts but provide tremendous value that may help to impress the most demanding users and make them coming back over and over.