Embedded Files
Why do we need it?
Imagine you have a bunch of friends.
Some you meet once and never again, while others you keep seeing.
Retention is about making sure those cool friends stick around.
In our case, it's like having an interlocutor who doesn't just come and go.
Instead, they enjoy what you talk to them about and want to continue. It's like having fans who love what you do and don't want to leave.
So, retention is your secret weapon for receiving more replies.
How can you be a good chatter?
LISTEN TO YOUR INTERLOCUTOR
User: I know you got a lot going on,
but I really need to share something with you that is deeply personal…
Bad answer: Oh it was such a stressful day for me too…
Good answer: That’s why I’m here, to support you.
Can you tell me what happened?
Can you tell me what happen
TAKE GENUINE INTEREST
User: I work as a lawyer.
Bad answer: Cool, I’m a teacher
Good answer: Wow it’s so interesting,
how did you become a lawyer?
Can you tell me what happen
USE GOOD CTA
A call to action is a part of your message that motivates your interlocutor to take action.
It can be a question, your life story or your opinion on something.
User: I’m so tired. It sucks.
Bad answer: What are you looking for here?
Good answer: Oh honey, I know this feeling.
What have you been up to?
How to win our user’s trust?
Why is it so important not to forget about empathy?
Healthy chat has to contain support, care, and understanding.
In a chat you need to bring your own ideas, life experiences, and struggles and you have to listen to the user's issues and thoughts.
Our users need to know they’re not alone, and when they’re hurting, you are there for them.
🗣️ Active listening👂
Tip №1: notes! 📓
The most important thing about active listening is understanding and REMEMBERING everything the user is telling you.
That's why it is super important to use our Notes: it helps to develop strong and lasting communication.
Tip №2: ask questions in the right way! 💞
OPEN-ended questions (where? why? how? when? etc.).
POSITIVE questions - make room for the user's emotions, no judgment! Examples:
a. "Oh, that's interesting! Tell me more!"
b. "Wow, how did you come to [...]?"
PROBING questions - ask for more story details! Examples:
a. "And then what happened?"
b. "Did I get it right, that [...]"
As you can see, the question ≠ a question mark at the end of the sentence :) It's about making users feel heard and understood. The main goal is to ask questions leading to a discussion or more questions.
Tip №3: adapt to the story flow! 💡
🙅🏻♀️NO JUMPING FROM ONE TOPIC TO ANOTHER!
Don't try to change the subject, don't interrupt. Give the user a space to finish the topic.
COPYING the user's style of communication. Use the same words, try to mirror communication.
💭PARAPHRASING! Rephrasing the user's words will let them know you're paying attention and having a good time together.
Example:
- Person 1: Every evening I come to my apartment and feel sad thinking about my mom and sisters
- Person 2: Do I understand correctly, that you miss your home?
😢REFLECTING the user's emotions. Be an empath! If the user is saying something sad, the operator should express being upset too.
Examples:
"I know how you feel"
"I see that you're uncomfortable/sad/happy/hurt"
What is healthy drama and how can you use it?
If you like to watch different TV Shows like The Desperate Housewives, The Gossip Girl, Why women kill, you know how the healthy drama can catch you and make you follow it with your eyes.
Your chat is something like this show, it has to be interesting and emotional.
Examples of drama can be anything, but today we want to talk about jealousy and sarcasm.
Jealousy
Jealousy can motivate users to appreciate you and make a conscious effort to make sure users feel valued.
Jealousy also heightens emotions, making love feel stronger and sexting more passionate. In small doses, jealousy can be a positive force in a relationship.
Sarcasm
Sarcasm is when people say something very different (often the opposite) of what they really mean without intending to deceive (e.g., saying “Whoop-de-doo – I’m so happy,” when they’re very unhappy, or “I’m a genius” when they think they’ve done something stupid).
Your task is to bring a certain panache and spice in your chat, but not hurt users.
What should we avoid?
💥Take a test to reinforce your knowledge.
Taking the test is mandatory! 👩🏫
Page updated
Google Sites
Report abuse