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 worthwhile insights into the newest options in the customer support business 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, just lately rebranded to Textual content. This alteration signifies their evolution from a single-product firm to a complete suite of merchandise akin to a stay 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 permits 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 continuously 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 tackle this, Textual content provides seamless integration with in style 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 provides a vary of options designed to improve the purchasing expertise and drive gross sales. One standout function is greetings, which empower companies to personalize interactions with web site guests.

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

Proactive Chats with Buyers

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

Kaia additionally highlights the significance of personalised and proactive chats with guests primarily based on the knowledge obtained. The dialog touches on the use of exit intent popups to interact guests earlier than they depart 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 e-mail advertising 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. Prospects who subscribe are routinely 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’ll be able to rapidly join it to Textual content to present customer support and proactively promote your merchandise and providers to web site guests. Simply go to the Ecwid App Market and set up Textual content’s app.