Companies, in turn, resort to loyalty programs not only to increase sales south korea phone number library and retain customers. According to experts, retaining existing customers is on average 40% cheaper than attracting new ones. Thus, discount programs allow both buyers and sellers to save money.
To reduce costs even further and supplement the benefits of discounts with useful informational content, you can implement a loyalty program using a chatbot. This is exactly what our client, a manufacturer of everyday medical products, did.
We will tell you how the use of chatbots for a loyalty program has affected the financial performance of the business and customer relationships.
Features of the MCN Telecom client
The difficult situation on the Russian market in recent years has forced many companies, including large ones, to reconsider their marketing budgets. The manufacturer with a world-famous name, which has long and firmly occupied the niche of medical products, was no exception.
At the time of contacting MCN Telecom, the company was implementing a loyalty program through the use of regular customer cards at retail outlets or when purchasing in online applications.
Information support for users of the products was provided on the company's website and at the point of sale in the form of an in-person consultation with a medical specialist. Customers also had the opportunity to take home printed information materials.
Our client was looking for an opportunity to reduce customer retention costs while improving customer service.
Finding a solution
As consumer surveys have shown, even minor difficulties in using the company's medical products often lead to a refusal to use them and a switch to other ways of solving the problem that do not require efforts to develop skills for use.
In connection with this circumstance, it was decided to expand post-sales support. Since basically all the difficulties with the use of medical products were of the same type, we proposed to implement a chatbot, which, in our experience, is cheaper by an average of 30% than a live support service.
The popular messenger Telegram was chosen as a platform for launching the bot for two reasons:
