Why Saying Goodbye is an Important Part of the Peppercorn Experience.

Chatbots have become a common feature in customer service strategies, providing varying levels of help to users 24/7. There’s a growing comfort and adoption of the technology by customers. With that, customers are learning how best to interact with them to get the most value back. This manifests itself as shorter, blunt statements and very few pleasantries.

Despite this, what we haven’t lost is saying a warmer “goodbye” to the chatbot.

This may seem like a minor detail, but it highlights the importance of creating a human-like experience when using chatbots. Customers are accustomed to having conversations with other people, and they expect the same level of engagement when interacting with a chatbot. By being able to recognise a “goodbye” at the end of a conversation, customers can close the conversation in a natural and familiar way.

There’s nothing more jarring or disappointing to see in a chatbot conversation, than a customer saying goodbye, and the bot follows with ‘I’m sorry I didn’t quite get that”. This diminishes all that has gone before, regardless of how successful the bot was at recognising, assisting and resolving the customers need.

At Peppercorn, we understand the importance of creating a positive customer experience, even when the interaction has come to an end. That’s why we have implemented a ‘closing of the conversation’ strategy that promotes a positive lasting impression.

By providing a personalised and positive goodbye message, our Conversational Assistant aims to create a positive self-remembered experience for the customer. By implementing strategies around these micro-moments, our Conversational Assistant grows in its capabilities to create a more personalised and positive customer experience our customers will remember.

This strategy is already producing strong results for customer satisfaction when using our Conversational Assistant.

Photo by Junseong Lee on Unsplash