Multi-Channel Assist, Proactive Chats & Extra

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

From Stay Chat to Textual content

Stay Chat, a trusted customer support platform for over 20 years, lately rebranded to Textual content. This alteration signifies their evolution from a single-product firm to a complete suite of merchandise reminiscent of a reside 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 strategy, Textual content permits companies to deal with frequent buyer queries and automate repetitive duties. Their AI options, reminiscent of canned responses, AI help, and chat abstract, make it simpler for customer support brokers to present fast and correct responses to regularly requested questions.

The Significance of Multi-Channel Assist

Textual content understands the challenges confronted by small groups who must handle buyer communication throughout varied platforms. To deal with this, Textual content provides seamless integration with standard 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 completely different tabs or apps.

Enhancing Ecommerce with Greetings and Personalization

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

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

Proactive Chats with Buyers

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

Kaia additionally highlights the significance of personalised and proactive chats with guests primarily based 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 certainly one of the hottest e mail advertising and marketing software program integrations obtainable. The mixing permits companies to harness the lead-generating energy of Textual content by enabling clients to subscribe to campaigns and newsletters whereas filling out the pre-chat survey. Clients who subscribe are mechanically added to Mailchimp audiences.

The agent’s chat view shows details about which newsletters and campaigns clients 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 e mail campaigns.

Textual content for Ecwid Shops

If you run an Ecwid retailer, you may shortly 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.