Chatbots are conversational tools that improve website engagement, and experts agree that businesses of all types should have them in their support suite. Chatbots have many uses, like answering FAQs, helping customers make purchases, searching for information, and many others.
Chatbots, when designed right, can open up many opportunities for your medical aesthetics practice, particularly in attracting more clients. After all, most clients prefer reaching out to businesses through mainstream channels like social media, live chat, and chatbots. If you’re reading this, you must be contemplating designing one but need guidance. This article will discuss the seven best practices in designing a chatbot to win more clients for your medical aesthetics practice.
1. Identify Your Target Audience
Every business has its eyes on a diverse group of target audiences. Taking their distinct personalities into consideration, you can also adjust your conversations. Besides, wouldn’t it be strange to speak to an elder similarly when you talk to a youngster? Likewise, consider your target audience when creating the chatbot’s tone. Here are the top factors to consider when establishing the conversation interfaces.
· Brand voice: Your brand’s tone should be consistent across all channels you use. It allows clients to link your brand with its communications. You can liken your brand to a person who dresses and speaks in a specific way. Similarly, your tone should directly reflect your brand’s personality.
· Demographics: When delivering your messages, you must consider gender, age group, and other parameters. Suppose your practice receives an elderly customer, and your chatbot has more of a youthful profile. In that case, your patients can misconstrue your messages.
· Social profile: You should be aware of your client’s hobbies and jobs. Delivering chat communications can help you become more sensitive to their interests. If you miss out on doing this, your practice might lose many potential leads.
2. Offer Human-Like Interactions
One of the best practices for designing chatbots is being transparent about using a bot for customer service. However, chatbots can often confuse users into thinking they are interacting with a human. While live chat and chatbots are both effective for providing real-time assistance, the latter lacks the empathy of a live agent. It is one of the primary differences between chatbots and live chat. Hence, you need to be upfront that the user will engage with a bot as it helps level expectations.
An excellent idea is to incorporate humor to keep the conversation flowing. However, if your medical spa or clinic has clients who expect a certain degree of formality, being conservative is critical. Humor is a rule of thumb for good customer engagement, but it shouldn’t be met with an awkward pause!
3. Be Transparent About Limitations
Believing that a machine can compete with human understanding is a long shot, particularly in customer support, where the lack of empathy can even be more obvious. Therefore, you should always remember that your bot can only bring some interactions to a close. One worst practice is denying access to other support channels, especially when a chatbot cannot resolve a query. Instead, you should be geared for the possibility of a user wanting to speak to a human agent. When this happens, acknowledge this request and reroute the chat.
4. Use Analytics
To understand your clients, you only have numbers; that is where analytics gets into the picture. Using analytics can help you gain insights into where clients spend their time and the overall quality of engagement. Therefore, these versatile tools are the most efficient brand touch point right now! How? You can keep track of form submissions on your chatbot. And using this knowledge, you can establish a lead-generation strategy that tests the timing and wording of the form. You can review relevant customer data to figure out what works; then, you can pivot this strategy.
5. Make Use of Quick Replies
Another best practice for chatbot designing is to use quick replies. This technique allows you to manage multiple chats simultaneously. Every time you receive a routine request, you can respond to the customer immediately with a pre-written message. It would help if you utilized them at the onset of the chat, as they are less flexible. Moreover, quick responses are predefined replies that your chatbots can offer the users to select. It would be best if you focused on using fewer words in them to avoid having your clients lose interest.
A quick reply is a feature on various messaging channels like WhatsApp. You can use these instant responses to simplify business communication. As a result, your clients will be more comfortable engaging with your brand as you offer instant and easy-to-understand answers.
6. Integrate With Other Messaging Channels
Messaging is more popular on social media platforms than on a website. Thus, you can engage with your customers from any channel possible. You can also connect with your leads by sending regular updates via Facebook Messenger and WhatsApp. Especially now when WhatsApp commands a presence of two billion users. Additionally, WeChat and Facebook Messenger are the top messaging platforms you want to consider.
7. Use the Correct Type of Chatbot.
The two types of chatbots are rule-based and AI, and each bot has its advantages and drawbacks. Rule-based chatbots are known as decision tree bots and can offer answers limited to only what you programmed them for. On the other hand, Artificial Intelligence (AI) chatbots leverage machine learning to discover the query’s intent. These chatbots can answer complex questions using natural language processing or NLP.
While AI chatbots are much more advanced, they sometimes need to be revised in doing the job. After all, they are bots with limitations. But they can be handy for your practice. On the other hand, rule-based bots can be quite flexible in handling customer cases. And if they can’t manage queries effectively, you can work on improving these flaws in your customer service.
Designing a chatbot will be most effective when you seek help from professionals. Growth99, a leading digital marketing and technology company, is ready to help you get started. Book a free consultation to learn more about our team!