Churn is an important factor for many businesses. In fact avoidable churn is costing US businesses $136 billion a year. 

There are a few schools of thought on how to stop people from leaving you, but have you ever thought of the effect chatbots could have?

Chatbots can help to increase customer satisfaction, improve onboarding and reduce customer effort which could all help to lower your churn rate.

Let’s explore how they may help your churn reduction strategy in more depth:

Increase Customer Satisfaction

Keeping your customers happy by providing exceptional customer service may help to reduce your churn rate. Chatbots can help to increase the level you provide. Depending on your budget you may not be able to provide 24-hour live support. Chatbots can provide out of hours assistance for customers issues. They can collect information to make things simpler when an agent clocks back in or they may even solve customer’s issues with predefined responses or linking them to a relevant section in your knowledge base. 

Improving Onboarding

Having a smooth and efficient onboarding process may help to reduce churn. How? Some of the benefits include giving a good first impression of your company and stopping customers from getting frustrated and going elsewhere. A chatbot can help with this process. A chatbot can assist with onboarding out of hours, and can answer questions immediately, consistently.

Reducing Effort

Another technique that could reduce churn is reducing effort for your customers, the easier the better. Chatbots can help here too. They can help stop customers having to repeat themselves. By asking pre-chat questions, you can gather important information about the customers issue which should help to get their issue solved in the first instance. Also, in some instances, customers may not want to get bogged down in a conversation with an advisor when using live support software, they may simply want to help themselves, but get pointed in the right direction. Chatbots can direct users to relevant articles in your help center, hello happy customers.

Speed

In this day and age, people want things sorted quickly. If you take too long solving an issue, customers may be inclined to go elsewhere. Chatbots help because there is no downtime, they can respond instantly. Helping out agents that are busy and not able to respond straight away.

Live Support’s Little Helper

Live support can be a great tool to help with churn, and when you add a chatbot into the mix, you could be on to a winner. A quality live support software such as Xeno makes it easy to integrate these as part of your customer retention strategy. With a conversational chatbot to help automate sales, marketing and support tasks, request tracking so you never miss a trick, and analytics to keep your process continually optimized. Get started with Xeno today.