Customer Retention Tech: Chatbots, Tracking, Automation, and more

In a world where customers have higher expectations than ever before, everything is on demand. Consumers expect companies to be available 24/7. When questions or issues arise, consumers will keep track of how fast the company responded. If they are too slow to answer, they risk losing customer loyalty which could jeopardize their business.

In fact, there's a study that shows that Twitter users expect the brand to provide a response or resolution within an hour once they pose a question or a complaint. So, customer service companies are having difficult times keeping up with massive loads of user-generated content.

It can be more than they can handle. This is the biggest reason why most companies rely on modern tech solutions such as automation, auto-responders, and chatbots to take over their customer service.

This is the only way to keep customers happy, but most importantly, loyal. Chatbots, virtual agents, loyalty bots, these are all perfect solutions when it comes to the first point of contact with a brand. Most online consumers actually prefer this digital form of customer service.

With all this in mind, we can safely say that modern businesses need some kind of leverage that will work to their advantage and help them raise the bar and take their customer service to a whole new level.

Chatbots and Automation

Perhaps the most important thing about customer service is that it has to be in real time. Complaints and everything customer-related happens in real time. Most importantly, it also needs to happen across various channels of communication that customers use such as mobile apps, SMS, web chat, messaging apps, social networks, and so on.

Brands need to show certain continuity and consistency across these channels and that's where automation and chatbots come into play. With the right customer service platform, companies get a powerful tool that gives them the ability to handle the complexity and volume of inquiries coming from their customers and improve these interactions.

Automated chatbots are designed for scale and speed as they can automate repetitive and time-consuming tasks that prevent brands from effectively engaging with customers. Therefore, they are the key to providing better and more efficient customer services.

This is the main reason why so many enterprises and companies are embracing automation, chatbots, and auto-responders. This technology was designed to help businesses make customer engagement painless and effortless.

Auto-responders are an excellent tool to begin the conversation, they are available 24/7 and respond to customers in real time. The expected benefits from chatbots include:

• Approachability and friendliness

• Getting detailed answers

• Providing quick answers to complex questions

• Providing the best individual customer experience

• Efficient complaint resolution

• Ease of communication

• Providing instant responses

• 24/7 service

Chatbots supported by artificial intelligence provide an effective interface that is the best solution to resolving customer requests. The biggest advantages that chatbots have is that they are able to learn from every interaction thanks to natural language processing and artificial intelligence. They can also predict and adapt to the needs of consumers.

That's why most modern companies are dedicated to developing the most intelligent chatbots that are literally able to mimic a real human conversation.

The best chatbot-building platform, SnatchBot, offers customer service chatbot templates, built specifically for such purposes with the main goal aimed at providing companies with a tool to develop their own, industry-specific loyalty bot as an intelligent means of conversation to boost customer experience.

The Best Tech for Customer Retention and Loyalty

When we say customer retention, we mean developing long-term relationships with consumers. The best way to do this is by earning the customers' trust, maintaining their engagement but most importantly, rewarding loyalty. Most companies see customer retention as a long-term investment and a good business strategy.

The truth is, such a strategy required specific tools to accomplish all those goals. Since customer retention is essential for every business, especially a growing one, it all comes down to addressing the needs of consumers rather than attracting new audiences as the costs of doing so exceed the costs of keeping existing customers happy.

That's why high retention rates are a vital element of achieving excellent ROI. The undeniable fact is that customers who get their loyalty rewarded and their needs regularly taken care of are far more likely to remain loyal to a brand and even provide referrals and positive testimonials.

Therefore, customer retention plays a crucial role in a brand's reputation. Now when it comes to customer retention, there are useful tools brands can use to improve the customer experience and we will name some of them here:

• CRMS - customer relationship management system or platform is the best tool for tracking and managing a consumer's journey, by allowing a brand to store all interactions and customer information in one place

• Customer loyalty programs - perhaps one of the best methods for achieving the most excellent customer retention that can be used to encourage referrals, social media activity, feedback and other things important to company image

• Gamification - a game mechanics application intended for improving the customer experience by motivating them to complete various actions that make customers more competitive, enjoyable and interactive

• Customer experience management - a technology that allows businesses to track and manage customer interactions as well as the entire customer life cycle with customer-centered focus and the main goal aimed at improving customer experiences

Conclusion

Since customer retention and loyalty are closely related, companies need useful tech tools that will help them improve their interaction with consumers and chatbots, automation, artificial intelligence. Customer retention tools are the best way modern technology can help them achieve their goals.

The truth is, anything is possible nowadays with the right tools. Building a loyalty bot that will keep your customers satisfied has never been easier. These bots understand human language, store and retrieve data, read visual inputs, provide advanced functionality and so much more and are the best way to improve customer service and keep consumers loyal.