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Video: 5 Best Ways To Personalise Your Web Chat Interactions

Personalisation is a popular buzzword nowadays. With companies across multiple sectors trying to find bigger and better ways to connect with their customers, it's more important than ever before to understand the do's and don'ts of personalisation.

Adding a web chat feature to your website can do wonders for improving your online experience. To take their experience to the next level, watch the video to master the best ways to personalise your web chat interactions, ultimately leading to higher conversion rates and customer satisfaction.


Hello everyone! So today we're going to be talking about the 5 best ways to personalise your web chat interactions. So, let's get started!

The first way is the personalise your chat invitations. A lot of you will be thinking: "I know how to do this, I'll just put their first name in the chat invitation!" Well, I've got a newsflash for you: there are more ways you can do it!

Try to personalise the invitation based on the web page they're currently looking at. That way, you can make the invitation highly relevant to them. For example, if a customer is looking at hotels around Greece, why not try something like: "Good choice!48 people have booked hotels in Athens in the past 2 days, how can I help you?" Or: "Did you know this hotel has a 9/10 rated restaurant- want to learn more?"

Number 2 is to show them your personality. Competence and professionalism hugely important in a web chat, but that doesn't mean you need to be cold and distant. Show the customer your personality empathis with them and speak to them how you would in person. If it's appropriate, you can even use emojis and colloquialisms to convey a warm and friendly tone.

The third way is to address your customer using their first name. People respond positively when you use their first name, so why would you not do this online- it's human nature. Addressing someone by their first name can be quite direct and personal, but when it's used effectively it can go a long way building rapport with a customer. This is especially true when thanking a customer. Decide for yourself which sounds warmer: "Thank you" or "Thank you Patsy!"

The 4 way is to listen to the customer. Ultimately, the reason why the customer is engaging with the chat is because they need more information, so try to hone in on what the customer actually needs. Here's the catch: it might not be what they think they need. You're the expert, so offer them the best solution- one they might not have considered before. After all, the customer is going to be much more grateful to you for not leading them down the garden path with a service they don't need.

And the fifth way is the end the chat in a friendly manner. You know the phrase "end on a high"? Well that applies to your web chat conversations too! The way you end a web chat is just as important as the way you start one, because the way you end a chat is what the customer is going to be left with. Make sure you've answered all of their questions and that you say goodbye in a positive and friendly manner. This leaves the customer feeling satisfied and happy with the service they've received.

So there we have it! Those are my top 5 ways to personalise your web chats. If you want more information, head over to Talkative.uk. See you soon!

Patsy Nearkhou

Patsy Nearkhou

Patsy Nearkhou is a Content and Digital Marketing Executive at Talkative. She is passionate about creating content, keeping the human touch in tech and all things digital marketing!

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