Casper and a chatbot for clients with insomnia
A mattress manufacturing company has developed a chatbot for those who suffer from insomnia. Head of Communications Lindsay Kaplan explained the essence of this project: “We wanted to create a bot that helps people overcome the feeling of loneliness at three in the morning.” Insomnobot-3000 can produce jokes and support interesting topics for those who have problems sleeping: stress, coffee and TV series. You do not need to pay for using the bot. At the same time, it has a very useful function for the company: the program collects phone numbers of potential customers for further sending them advertisements.
Modern company Casper is paytm database one of the few organizations that managed to use a chatbot to good effect. As a result, it achieved an impressive PR effect and increased the base of warm contacts. This story is a vivid example of the introduction of modern technologies into the idea of caring for clients.
KFC and its own university for employees
The international fast food restaurant chain has implemented more than 50 charity projects in the CIS countries. There is a university for employees, where they can study corporate culture, improve their professional level, and learn to be leaders. During the coronavirus pandemic, internal customer focus launched a temporary employment program for the company's partners.
KFC
Checking your company for customer focus
To assess the level of customer focus, it is necessary to establish communications with the target audience. Ask your regular customers to tell you about their own experience of interacting with the company. Do not overlook other sources of information: reviews, social networks, support department. You can personally test the work of your organization. Put yourself in the customer's shoes and go through all the stages that the buyer goes through.
Let's highlight several ideal basic parameters.
Product . Developed based on the analysis of the wishes and requirements of buyers. Absolutely safe and useful for the owner.
Advertising . The declared values of the organization correspond to the ideals of the target audience. The message is given in a language understandable to the potential consumer, without signs of intrusion.
Website . The resource does not violate the rules of good usability. The client can easily find important information. The algorithm of actions is clear to him. The site is filled with useful content. The visitor quickly finds ways to contact the company. Employees conduct a usability audit, assessing the convenience and improving the quality of the resource.
Communication . The organization offers several channels of communication with its employees. At the same time, the buyer is answered very quickly. The employees conduct an interested dialogue with the client in conditions of maximum comfort.
Logistics . Delivery of goods is carried out in a short time. If the agreed terms are exceeded, the buyer is given one of the incentive bonuses. The client tracks the delivery and can always find out about the location of the order at the moment.
A company that meets the above parameters can be considered customer-oriented. If there are gaps in one of the points, the company makes efforts to eliminate them.