Multi-Channel Help, Proactive Chats & Extra

In at this time’s fast-paced and fiercely aggressive enterprise panorama, delivering distinctive customer support is completely essential for attaining success. That’s why we had a chat with Kaia Madalińska from Textual content (previously LiveChat) to get some useful insights into the newest options in the customer support business that assist enterprise homeowners ship top-notch buyer assist.

From Dwell Chat to Textual content

Dwell Chat, a trusted customer support platform for over 20 years, just lately rebranded to Textual content. This transformation signifies their evolution from a single-product firm to a complete suite of merchandise akin to a dwell chat, chatbot, assist desk, information base, and open widget. It is anticipated to allow companies to present even higher customer support.

With their assisted customer support method, Textual content allows companies to deal with frequent buyer queries and automate repetitive duties. Their AI options, akin to canned responses, AI help, and chat abstract, make it simpler for customer support brokers to present fast and correct responses to ceaselessly requested questions.

The Significance of Multi-Channel Help

Textual content understands the challenges confronted by small groups who must handle buyer communication throughout varied platforms. To handle this, Textual content gives seamless integration with widespread channels like Instagram, WhatsApp for enterprise, and Fb for enterprise. This integration permits companies to consolidate all buyer messages in one place, eliminating the must swap between totally different tabs or apps.

Enhancing Ecommerce with Greetings and Personalization

For ecommerce companies, Textual content gives a vary of options designed to improve the procuring expertise and drive gross sales. One standout characteristic is greetings, which empower companies to personalize interactions with web site guests.

Greetings may be used to generate leads, automate focused advertising and marketing, information prospects across the web site, and even allow them to schedule appointments. By utilizing greetings, companies can proactively have interaction with prospects, cater to their particular pursuits, and ship a seamless on-line procuring journey.

Proactive Chats with Buyers

Kaia introduces the “site visitors part,” which supplies real-time information about web site guests, together with pages visited, time spent, and pursuits. This information may be used to personalize interactions with guests.

Kaia additionally highlights the significance of customized and proactive chats with guests based mostly on the information obtained. The dialog touches on the use of exit intent popups to have interaction guests earlier than they go away and the integration of Textual content with platforms like Mailchimp to seize customer emails even when a sale can’t be made.

Enhancing Emal Advertising

Kaia highlights that Mailchimp integration supplied by Textual content is certainly one of the hottest electronic mail advertising and marketing software program integrations accessible. The combination permits companies to harness the lead-generating energy of Textual content by enabling prospects to subscribe to campaigns and newsletters whereas filling out the pre-chat survey. Prospects who subscribe are routinely added to Mailchimp audiences.

The agent’s chat view shows details about which newsletters and campaigns prospects have signed up for, permitting for simple administration and follow-up. This integration permits companies to monitor subscriber patterns, make focused suggestions, and successfully handle their electronic mail campaigns.

Textual content for Ecwid Shops

If you run an Ecwid retailer, you possibly can rapidly join it to Textual content to present customer support and proactively promote your merchandise and companies to website guests. Simply go to the Ecwid App Market and set up Textual content’s app.