Every client wants to feel understood and appreciated. Personalization is something that can be implemented through chatbots: they can adjust their responses based on the available and received data about the client and their previous interactions with the company. Personalization of communication .
This goal is achieved through the use of :
friendly but professional wording . Although night clubs and bars email list business rhetoric is important in B2B communications, this does not mean that your chatbot should sound like a typical bureaucratic clerk: write scripts and customize phrases so that they are friendly, lively, understandable, still look professional, but not clich. Personalization of communication
stickers and emoticons . Of course, if such informality is acceptable when communicating with your audience. Stickers and emoticons help create a warmer and even cozier atmosphere. However, it is important to consider brand standards and the appropriateness of such communication. And also remember that everything is good in moderation;
Personalized greetings and messages . If the bot knows the customer’s name or company, why not use it? The greeting “Hello, *name*! Nice to see you again!” sounds much nicer than the neutral “Hello, how can I help you?”
Let’s say:
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Example : if you are a manufacturer of building method to improve your internal linking thanks to search console materials, then it is worth using all the possibilities of personalization. Let’s say that a bot can immediately offer a client in the form of a large construction company the products that similar companies most often order from you. This approach will save the customer time, and communication will be more effective.
Using scripts for complex queries . B2B clients often ask technically complex profile questions, and regular chatbots in such a situation can be “confused”.
How to avoid this :
Implement automatic recognition of keywords and phrases . Train the chatbot to understand and interpret complex technical spam data queries. For example, when a customer asks about the compatibility of equipment with a certain system, the bot can provide detailed technical documentation or links to relevant resources;
use step-by-step scenarios . Sometimes customers need to perform a series of actions to find and receive a solution to their problem. In this case, a chatbot can offer detailed step-by-step instructions, ensuring that the user does not get confused and insuring him in the process;
Don’t forget to set up the transfer of complex requests to the manager . If the bot understands that the request is beyond its competence, it should correctly and promptly transfer the conversation to a person. Ideally, together with the collected data, so that the specialist can quickly get to the heart of the problem.