Remember those days in the late nineties when the internet was in its infancy, websites took a couple of weeks to load, and the only way businesses could deliver world-class customer service was either through a Hotmail email account or on the phone? Well, we have come a long way since then…not only in the realm of customer service in general, but also in the broader context of an all-encompassing internet presence. Live chat has, for instance, seamlessly transitioned from Yahoo chat rooms to millions of customer-centric websites, where it’s now regarded as the front runner among all the major customer service channels.

Are you Looking for ways in which you can leverage the power and potential of live chat software to personally connect with your customers and grow your online business? If so, you’re in the right place. You can use this short guide to personalize the live chat experience for your website and watch your site’s approval rate climb up!

Personalize the Live Chat Experience

Every live chat interaction between your customer support agents and your customers usually starts with a short pre-chat form. This form typically asks for the customer’s first name and an email address (and in some cases, a phone number and location). While the email address is a valuable asset to your CRM arsenal — you can use it for sustained customer engagement through an opt-in process — the first name provides your chat agents with an excellent opportunity to personalize the live chat interaction.

Address your customers by using their first names during the course of the communication. You can also consider commencing the conversation with a welcome message and a reference to the city from where the chat has originated, assuming this feature is active in your live help application. For example, they could start the chat with: “Hey Marcus, this is George. How is the weather in Los Angeles?”

Send a Thank You Note

Use the email address your chat visitors provide you to send out a personalized thank you message once the chat session concludes. The message can include:

  • An opt-in link for a newsletter
  • A link from where your customers can download a copy of the chat transcript for reference purposes
  • A Call to Action (CTA) with an offer

Integrate Live Chat with Your CRM

If you are currently using a customer relationship management application (CRM) such as Zoho CRM, HubSpot CRM, Insightly CRM, or Salesforce CRM, make sure that the live chat software you choose integrates seamlessly with the CRM solution of your choice. One of the key advantages of this integration is that it will help you personalize your chat communication further by providing your live chat operators with access to phone records, chat records, purchase history, and any other data your CRM is set up to capture, classify, and categorize.

Spruce Up Your Visitor Milwaukee Live Chat Window

Your live chat agents can not only personalize the user experience through targeted communication, but they can also connect with your customers through visuals. If you wish, you can encourage them to send smiley faces and emoticons provided by your live chat service to add that personal touch to the entire experience.

Implementing Live Chat for Your Milwaukee Business’s Website

According to a consumer trends research study conducted by ATG Global, 90% of customers believe that live chat is beneficial to them in achieving a positive and personal user experience. If you are interested in implementing live chat in Milwaukee to make your customer interactions more exciting and helpful to the consumer, contact us today.