Legendary management guru Peter Drucker once famously said, “What gets measured gets improved.” In the fast-paced, ever-evolving world of online marketing, staying on top of your website chatbot’s performance and the quality of the user experience can make the difference between your senior living community thriving at full occupancy, or languishing with empty rooms.
Five key metrics to consider as you track the effectiveness of your website’s chatbot are:
- Engagement: The number of people who interact with your chatbot, including the number of messages exchanged, the duration of the conversation, and the number of users who return to the chatbot.
- Conversion rate: The percentage of users who complete a desired action, such as making a purchase, after interacting with the chatbot. Track this metric by analyzing user behavior before and after interacting with the chatbot.
- Customer satisfaction: Ask users for feedback after they interact with the chatbot to gauge customer satisfaction. Do this through surveys or by asking for ratings within the chatbot interface.
- Deflection rate: The percentage of inquiries that are successfully resolved by the chatbot without the need for human intervention. A high deflection rate indicates that the chatbot is effectively answering user questions and reducing the workload for your support team.
- Abandonment rate: The number of times the chatbot fails to understand or answer a user’s question. This metric helps you identify areas where the chatbot may need improvement, such as adding new responses to common questions or refining its natural language processing capabilities.
Monitoring these metrics over time, using tools like:
With the insight you gain into the effectiveness of your website’s chatbot, you can make any improvements you need to optimize its performance.
To be sure your senior living website’s visitors enjoy the best possible experience, consider using Waypoint’s Navigator tool.
Waypoint’s Navigator and its Lifestyle Quiz feature allow website visitors to engage with your community and your brand while providing vital data about their needs and preferences. Waypoint’s Lifestyle Quiz collects the knowledge your sales team needs to personalize each prospect’s experience, letting you build the rapport that takes them from prospects to residents.
To learn more about how Waypoint can help you make the most of your senior living community’s online presence, contact us today!
Or to see a sample Navigator in action, click here.
