You walk into a retail store. A salesperson approaches you, asks you questions, tries to understand your needs, and then recommends a perfect product based on your responses.
In another case, you go to a shop, and the sales rep directly slaps you with the plethora of products they have at the store.
What do you like more?
The first case, right?
And this is how every customer experience must be personalized, whether it is in-store or via chats!
In today’s world, where more and more customers are purchasing online, chats replace physical representatives. Even customers love it! Statistics suggest that nearly 63% of the customers would return to a website that offers chat support.
Despite the chat’s popularity, surprisingly, most of the chat conversations are impersonal. However, the brands that tailor messages to the user’s real-time behavior, location, interests, etc., outperform others. Thanks to companies like Amazon, buyers are expecting personalized messages at all touchpoints.
But there’s nothing to worry about! You, too, can personalize chat and carve a niche for yourself amidst the cutthroat market competition. Check out the proven tips-
Establish Stronger Connections
Who doesn’t love to be called by their names? Even as you offer support through chat, it is no excuse for you to skip your customer’s username while addressing them. Welcome customers like they are your old friends, even if it means going ahead and tapping into their location.
When you see where they are located, you can speak their language, greet them in a familiar way, and provide them with more reasons to stick around.
1. Chatbot Trends Report 2021
2. 4 DO’s and 3 DON’Ts for Training a Chatbot NLP Model
3. Concierge Bot: Handle Multiple Chatbots from One Chat Screen
4. An expert system: Conversational AI Vs Chatbots
Prepare yourself to travel the extra mile by remembering your customer’s purchase history, previous chats, and more. This practice will only help you establish a better relationship with them and show them that they’re more than just a number.
Take a look at Amazon’s chat options, for an example!
Isn’t it amazing how well this chat understands the customer without wasting a lot of time!
Make Way for Clearer Conversations
One thing that customers are head over heels in love with is a faster resolution. You can take chat personalization to the next level with features like audio and video chat, remote access to your buyer’s account, etc.
Not only can it help you get close with them but also reach the heart of the matter, more quickly and in a friendly manner.
Prepare, Personalize and Chat!
Chats for businesses are the 21st century’s gateway to enhanced sales, unparalleled satisfaction, healthy relationships, and many more. The only question is, are you willing to tap into its potential with personalization? The sooner you start, the better you will reap its benefits!