Executive Education

How to Take Advantage of Customized Messages for Customer Engagement

The term live chat sounds more like answering the questions that are lingering in your customer’s minds, which is partially fair. Live chat is a very underutilized and undervalued tool that has many benefits to offer when it comes to fortifying your customer relationships. It can be used in initiating a chat with your customers and engage them when they are just browsing your website.

In real, non-digital world, when we enter a well-reputed restaurant, we are mostly greeted by a representative who asks us about the number of people we are accompanied with in order to help us settle well.

This is what a live chat agent does when a customer or prospect visits website. When you are interested in buying a pair of jeans online you will linger around the jeans categories and skim all the products to select the right one for you.

“Your most unhappy customers are your greatest source of learning.” – Bill Gates.

This behavior tells the chat agent about your interest who is keenly observing your activity from the other end of the website. Now that the agents know what to talk you about, s/he can easily send you’re a chat request.

The chat agents usually have access to your information like your geo-location, sections/pages you are browsing as well as your online activities like shopping cart abandonment before completing the order.

Tips to use customized messages to engage your visitors

Many chat software available over the Internet allow the users to create a few sorts of greetings for your website visitors, including those who spent some time on a certain page, those searching for a product using specific search keyword, those who are the first-timers, those who have returned and those belonging to specific countries or region. Moreover, you can modify a greeting on specific pages, for the customers directing from a referring page, or synced with your code or API.

Mentioned here are some usual instances for greetings:

1.    Custom messages to the first–timers

What if a customer is roaming from page to page on your website without taking any action? You cannot let that customer go, can you? You can initiate a chat in the real time to determine if s/he needs help with anything. You can also redirect them to the right way, maybe they have to make an order, update information on the website or just want to ask something.

Online store that offers garments
“Greetings! Need assistance? Or are you happy browsing?

Travel portal to buy a trip
“Hi, planning a trip to Bangkok? Let me know if you want help with anything. I’m here for the assistance”

Website where you can create blogs 
“Interested in creating a blog? Let me help you get started. Don’t worry! It’s a simple process. “

College Website for online admission process
“Hi, want to apply to ABC college? I’d be a pleasure to address any query regarding the recruitment process.”

Job portal where candidates search for job
“Hi, I am here to answer all your queries and questions regarding our services. Let me know if you want help in getting someone to review your resume!”

Using these messages to greet your website visitors, you let your customers know that someone is there to get their needs covered and to guide them whenever they are stuck. Maybe the competitors are offering a better deal, but just because you tap into the customer’s mind and start talking with them, you got a lead or sale that your competitors did not. Moreover, if they do not feel like talking to you – at least they know where to go when they need help.

“It is not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.” – Henry Ford

2.    Connecting with the returning visitors

According to Monetate’s report, the worth of returning customers is greater throughout several product categories, and that value keeps on growing each year. Therefore, it is beneficial to set a greeting for the visitors who have returned to your website. When you greet those visitors, they will most probably remember you, get interested in your brand and engage in a better way.

Here are some of the samples you can use to engage your returning visitors

“Hi, welcome back to our website. Is there anything I can help you with?”
“Hi, it’s good to see you again. Are you sure there is not anything you would like to ask?”

Or the visitor is checking out the same pair of jeans, again and again, you can try something creative and individualized such as:

“Still unsure about buying the jeans? Let me know if you need any suggestion or help!”

3.    Minimize the chances of shopping cart abandonment

If you have to deal with the visitors of an online retail store, you know it is general practice to abandon a cart. Similar is the case with the travel industry, and online brokers. Same goes to the human resources web portals where visitors are filling up a job application and leave it half-done along the way. To prevent letting them go, you can engage them by starting a chat and providing them guidance throughout the entire process of ordering or filling up a form.

Human resources 
“Thanks for taking the time to fill out an application. Please let me know if you have any questions about the form, or if you run into technical difficulties.”

Web Hosting service
“Stuck somewhere? We are offering free help right here. Please tell us if you have any doubts.”

Online retail website 
“Hi, I observed that you haven’t completed your order. Do you want some assistance?”

4.    Provide help on the pricing page

Website visitors may find it hard to make a decision about the prices when considering a purchase, but they’re uncertain which way to go. If a visitor has made his mind to leave at the moment, s/he never return again. Therefore, it has been suggested to reach out your website visitors proactively and wipe off their doubts or else you are going to miss an opportunity.

Check these questions:

“Hey, want to ask anything about our products?” 
“Hi, can I help you in selecting the best plan as per your budget?” 
“Hey, do you have any questions about our pricing.” 
“Not sure which package is the right fit? Let’s discuss it!”

5.    Engage the visitors on “contact us” pages

Visitors visiting the contact us page of your website might want to ask something. Why don’t you meet their requirements and initiate a chat?

“Looking for an instant response? Let’s chat”

“Prefer typing than talking on the phone? Write us a line here.” 
“Hi, chat is the fastest and easiest way to connect with us. No need to wait any longer!” 
“Hi there! We are so excited to start talking to you. if you need help with anything regarding our services I’d be a pleasure to help!”

6.    Greet according to the occasion

To make your greetings more personalized, you can use season based greetings, such as:

“Merry Christmas! Hope you are enjoying your time. Let us know if you need any assistance”

“Happy thanksgiving! Let us help you find the best product for you.”

To wrap up

Customized greetings can do a lot when used well by your chat agents. You can also consider live chat outsourcing for the holiday seasons to be always present for your customers when they need you. Let us know if you have ever used the customized greetings and the response you have got from it.

Written by: Alice Watson is a creative writer; she works in an IT house. Alice loves researching new trends and share them in her writing pieces. A writer by day and a party animal by night. Alice holds a dual degree in Creative Writing and Marketing.

Track Latest News Live on CEOWORLD magazine and get news updates from the United States and around the world. The views expressed are those of the author and are not necessarily those of the CEOWORLD magazine.
Follow CEOWORLD magazine headlines on: Google News, LinkedIn, Twitter, and Facebook.
Thank you for supporting our journalism. Subscribe here.
For media queries, please contact: info@ceoworld.biz
Featured columnists
Featured Columnists at the CEOWORLD Magazine is a team of experts led by Camilla O'Donnell, James Reed, Amarendra Bhushan, and Amanda Millar. The CEOWORLD Magazine is the worlds leading business and technology magazine for CEOs (chief executives) and top-level management professionals.