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By studying this section, you will learn to write retention messages that will bring back your users (in gray chats) and consistently elicit responses in active chats. π
π§πThere is a theory in psychology that in moments of difficulty, when users are dissatisfied, a response should consist of 3 parts:
π«
I Hear You π (validating the person's feelings, showing attention)
Naming the Feelings π¬ (anger, frustration, irritation, sadness)
Redirecting the Negative Sentiment into a Positive Direction πΒ
We call it the Constructor Retention Messages
Procedure to Use the Visual Guide:
Write a Message from "I Hear You" Column:
Start by selecting a statement that shows you are listening and understanding the user's perspective.
Add a Message from "Name the Feelings" Column:
Follow up by identifying and validating the user's emotions.
Finish with a Message from "Redirect to a Positive Outcome" Column:
Depending on the user's situation, choose an appropriate response to steer the conversation positively.
Create Your Own π
Create Your Own π
These are just examples. Feel free to come up with your own messages that fit the structure of acknowledging, naming the feeling, and redirecting positively.
By using this structured approach, you can create a cohesive and empathetic response to address your userβs concerns.
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