Top Ways to Personalize Chat Experience
People appreciate convenience and speed, but what they really need is personalization. When you take into account the chat experience, you can make the other user feel much more connected. Even if you’re behind a screen, sensing a personal connection with someone on the other side is always comforting.
As a business, don’t forget that your customers are also people who want human connection.
Here are 5 actionable strategies tailored to improve customer interaction through a personalized chat experience.
Use an avatar
Upload an image or photo to represent yourself in the chat room. As professionals, it’s good to have a real photo rather than a fake one since users can easily spot that. Let your team decide on the photo that they want and upload it to their chat profile.
To do that, follow these steps:
- On your admin panel, select Users.
- Click on the username and scroll down to find a box where you can upload photos.
- Select the chosen photo from your device and save changes.
Now, your team will have their own avatars and you can easily identify who’s who in the chat room.
NOTE: If you’re using the chat for an online event, you can also enable guest avatars.
Address your customers by their names
Instead of a blanket greeting, you can address your customers directly. For instance, if you’re a speaker at a small company conference, you can mention a colleague or employee. Then, you can address their question in the chat room if they’re asking about the topic being discussed.
You can use the Mentions feature for that, just type @username, and then the user’s profile will appear. After clicking their username, this will redirect them to the private chat where you can discuss in a one-on-one conversation.
Post polls in the chat to improve future chat experience
After the discussion, send a poll to the members of the chat. Ask about how they liked it, how they would rate you as a speaker, any poll that can be answered with four premade choices.
This helps companies or individuals get invaluable customer insight. Users can then follow up their comments or suggestions in the chat.
Utilize the chat transcripts for data gathering
Since you have sent the polls and gathered the comments and suggestions of the users, you can then export the chat transcript to keep a copy of these messages.
To export the chat transcript, do the following:
- Click Settings > History.
- In the History tab, you will see a calendar.
- Click on that and choose the dates that you want to start and end the transcript.
- Click Export and select from HTML, CSV, or DOC.
You can use this to see all the comments and suggestions of the users. Send this to your team or anyone related to the product or topic being discussed. Then, let this be your guide to improve user experience by listening to your customers’ needs.
Personalizing chat experience
Take advantage of real-time communication with the technology you have, but don’t forget to add a human touch. From a business perspective, you’re just an employee doing his job. However, it’s a person you’re talking to on the other side and not a bot.
It’s your job to make them feel heard and create a connection. This connection lets you land successful sales, events, and team meetings. When you want to have a positive chat experience, personalization gives you a clear advantage over other businesses.
Taking everything into account, it’s hard to create a genuine relationship. You have to work for it. But, it will all be worth it in the end.
Take chat experience to the next level with a dedicated chat platform.
