Multi-Channel Help, Proactive Chats & Extra

In at the moment’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 priceless insights into the newest options in the customer support business that assist enterprise house owners ship top-notch buyer assist.

From Stay Chat to Textual content

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

With their assisted customer support strategy, Textual content allows companies to deal with frequent buyer queries and automate repetitive duties. Their AI options, equivalent to canned responses, AI help, and chat abstract, make it simpler for customer support brokers to present fast and correct responses to often 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 tackle this, Textual content affords seamless integration with well-liked 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 change between completely different tabs or apps.

Enhancing Ecommerce with Greetings and Personalization

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

Greetings could 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 purchasing journey.

Proactive Chats with Customers

Kaia introduces the “visitors part,” which gives real-time information about web site guests, together with pages visited, time spent, and pursuits. This information could 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 and marketing

Kaia highlights that Mailchimp integration provided by Textual content is one in all 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 robotically 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 observe subscriber patterns, make focused suggestions, and successfully handle their electronic mail campaigns.

Textual content for Ecwid Shops

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