Keeping in touch with clients using chatbots

Apr 10, 2019

Chatbots / AI can help airlines extend their brand presence beyond the cabin and provide support to customer service team. 



Has your customer forgotten about you? Could love be rekindled? Is there a chance for an upsell or a recommendation to their best friend?. If you don’t reach out, you will never know. And if your customer list is long, you will probably never start. After all, what are the chances of them actually being interested? Is that small chance worth the time and money needed to find that diamond in the rough?

If you are a traditional company that still operates like it’s the 1950s, chances are that the answer is a resounding NO. It would be incredibly impractical to hire enough staff to lick all the stamps, write all those letters, and call up anyone who has ever been in touch with you.

How chatbots can help retain customers

Thankfully, if you are reading this, you have probably abandoned the 1950s long ago and are ready to embrace a future where finding these diamonds has never been easier. It is a wonderful future where robots have become a business’ best friend, can do all that digital stamp licking and messaging by themselves, and only call their human overlords when they come across a real diamond. We are talking, of course, about chatbots.

Chatbots are essentially computer programs that can talk to people through messaging apps like WhatsApp, WeChat, or Facebook Messenger. They can be incredibly useful for businesses and, if used well, can generate plenty of new leads.

Most of the time they are used to respond to incoming messages, qualify leads, or just entertain people until a human can take over, but there’s nothing stopping companies from using them to get back in touch with past clients and see if there’s a chance to generate new business.

Where to start

As long as a company doesn’t overdo it, getting chatbots to help with this task can bring back the brand in the consumer’s Top of Mind. Very often a consumer will be happy with what they have purchased from your company, but their purchase becomes such a normal part of their daily life that they don’t often think about the brand. If a company then reaches out, even just to say hi, or ask if they are still happy with their purchase, it can drive back up in the client’s top of mind.

Checking-in to see if the product is still working well or if they are still happy with it can also be perceived as a caring gesture, improving brand image, and giving the company useful feedback.

The tools and opportunities to set up this kind of interaction are endless and can be confusing. That’s why we decided to write these articles and have put together a team of experts that is more than happy to guide you through this wonderful new world. To reach out to them.