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3 Ways to Create a Personalized Experience With Live Chat Support

live chat support


Remember the days in the late nineteen nineties when the Internet was in its infancy, websites took a century to load, and the only way to deliver top flight customer service was either through a Hotmail email account or over the phone? We have certainly come a long way in the past two decades, not only in the area of ​​customer service in general but in the broader context of a broader Internet presence in particular. For example, live chat support has migrated from Yahoo chat rooms to millions of customer-centric websites, where it is considered to be at the forefront of all major customer service channels. Here are three ways you can take advantage of the power and potential of live chat support software to connect personally with your customer communities not only during live chat sessions but for many years to come, based on a lasting relationship that you develop. Can and should grow with it. All your customers:

Personalize the Live Chat Experience

Every live chat conversation between your chat agents and your customers usually begins with a short pre-chat form. This form usually asks for the customer's first name and an email address. While an email address is a valuable asset to your CRM arsenal in that you can use that email address to drive continued customer engagement through the opt-in process, First Name is a way for your chat agents to personalize live chat interactions. Provides excellent opportunities. Address your customers using their first names during communication. You might also consider starting the conversation with a welcome message and a reference to the city from which the chat originated, assuming this feature is activated in your live help application.

Suggested Read: A Step-By-Step Guide To Building & Implementing A Successful Chatbot Strategy

Example: "Hi Mike, this is from Daniels (your company name). What's the weather like in Seattle?"

This will immediately put your website visitor at ease and set the stage for a truly productive dialogue. Your customer will take full cognizance of the fact that there is a real person on the other side of the magic window and not a professional computer auto-responding to their chat messages.

send thank you note

Use the email address provided by your chat visitors to send you a personalized thank you message after the chat session ends. The message may include:

- Opt-in link for newsletter or alert sign-up

- A link from where your customers can download a copy of the chat transcript for reference purposes

- Call to Action (CTA) with a proposal

Integrate Live Chat with Your CRM

If you're currently using a customer relationship management application (CRM) such as SugarCRM, Salesforce.com, Write Now, or one of the big guys' products like Siebel, PeopleSoft, SAP CRM or Microsoft Dynamic CRM, open your Live Chat Support Ask the software company if they have an app that integrates your application with your CRM solution of choice. One of the major benefits of this integration is that it further personalizes your chat communications by giving your live chat support operators access to phone records, chat records, purchase history and any other data your CRM captures, categorizes, and more. will help. Categorize.

Enhance Your Visitor Chat Window

Your live chat agents can not only personalize the user experience through targeted communication but also connect with your customers through visuals. Encourage them to use the smileys and emoticons provided by your live chat support service. A photograph of an agent or avatar can also add that personal touch to the whole experience.

According to a Consumer Trends Research study conducted by ATG Global, 90% of customers believe that live chat is beneficial for them to achieve a positive and personalized user experience. Apply these personalization tips and you'll see a marked increase in the number of customers who will give you a remarkable customer rating the next time you go out to survey them.

Suggested Read: Live Chat Software As a Modern Solution

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