Every business has questions that customers ask again and again.
A clinic gets asked about timings, fees and reports. A coaching centre gets asked about batches, fees and demo class. A shop gets asked about price, delivery and return.
Your team knows all these answers. But they have to type them every time.
Now think of a small chat box on your website and on your WhatsApp. The customer types the question. The answer comes in a few seconds. Day or night.
It answers common questions at any time. When it does not know the answer it does not guess. It passes the chat to your team.
It is made from your own questions and your own answers. So it talks the way your business talks.
How to make it
- Write 20 to 30 common questions. Take them from your old chats. Use the customer's words.
- Write a clear answer for each. Short and correct. The way your best staff member would say it.
- We turn the list into a chat helper. It understands the question even when it is asked in a different way.
- Your team handles only the hard questions. They get a message when a person is needed.
Mistakes to avoid
- Letting it answer questions about medical advice or legal matters
- Not telling the customer that it is an automatic reply
- Never updating the answers when prices change
- Giving no way to talk to a real person
Read the chats once a week. You will learn what customers really want to know. Many times that gives you ideas for your website and your ads also.
Add the new questions to the list every month. It keeps getting better.
What to do in the next 7 days
- Day 1: Take the questions from your old chats. Use the customer's own words.
- Day 2: Write the answers and get them checked by your best staff member.
- Day 3: Decide which questions must always go to a person.
- Day 4 to 7: Start with the chat helper on one page and read the chats every evening.
We can set this up with your own questions and answers. Message us on WhatsApp
Would you be fine if a chat helper answers your customers at night? Tell us what you think.
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