Reactive and automated
Posted: Sat Dec 21, 2024 3:55 am
Chat
It is not new anymore to have a conversation with a chatbot . Many e-commerce platforms use or experiment with artificial intelligence -based chatbots, which can answer simple questions at any time. But you can also proactively open a chat window to encourage the customer to take a certain action. To use the example of jeans again: you can have a chatbot ask what the customer prefers in terms of color, size and waist height. With the combination of this information, the chatbot can give personalized advice.
chatbot
The conversations are becoming more advanced, so you can also ask open questions such as 'What exactly are you looking for?' Customer: 'I am looking for airy trousers for this warm weather, that are definitely not too tight'. The chatbot then refers the customer to a special page with summer offers and also draws his attention to the current discount promotions. In this way, as an organization, you make smart use of existing content (the summer campaigns) and help the denmark telegram data customer quickly to his desired product (summer trousers).
Messaging
In essence, messaging is much the same as chat via a website, but by communicating via private messages via social media , the contact seems much more personal. In addition, you tap into a new generation of young customers through this always-on channel. For both your company and a customer, communicating quickly via messaging is a win-win situation. If the customer sends you a message via Facebook Messenger, for example, it is not much different from the contact he has with friends and acquaintances via this channel.
Also for customer service, little changes if you have all communication via one centralized system. It does not matter whether the question comes via Instagram, Facebook, Twitter or a chat via the website.
Four ways
You can use chat and messaging at different moments in the customer journey . Think of a first visit to the site, during the check-out process or when the package or service has been delivered. There are roughly four ways to send chat messages:
1. Proactive and automated
A customer buys a pair of jeans from your online store and the next day he automatically receives a message thanking him for his purchase.
A customer bought a dark red pair of trousers, but after one wash the colour has faded. The system recognises the question and immediately sends the customer the correct information to report the complaint and return the trousers.
3. Manual and one-to-many
Pop-up stores with swimwear are opened at the more well-known beach tents by the sea. You send a standard message to a selected group of people (based on age and location) to point them to the temporary sales points.
4. Manual and one-to-one
A customer is very happy with his new swimming trunks and enthusiastically shares a beach photo on Facebook in which he tags the location and the brand. To thank him for this, he receives a personal message with a discount code for his next purchase.
It is not new anymore to have a conversation with a chatbot . Many e-commerce platforms use or experiment with artificial intelligence -based chatbots, which can answer simple questions at any time. But you can also proactively open a chat window to encourage the customer to take a certain action. To use the example of jeans again: you can have a chatbot ask what the customer prefers in terms of color, size and waist height. With the combination of this information, the chatbot can give personalized advice.
chatbot
The conversations are becoming more advanced, so you can also ask open questions such as 'What exactly are you looking for?' Customer: 'I am looking for airy trousers for this warm weather, that are definitely not too tight'. The chatbot then refers the customer to a special page with summer offers and also draws his attention to the current discount promotions. In this way, as an organization, you make smart use of existing content (the summer campaigns) and help the denmark telegram data customer quickly to his desired product (summer trousers).
Messaging
In essence, messaging is much the same as chat via a website, but by communicating via private messages via social media , the contact seems much more personal. In addition, you tap into a new generation of young customers through this always-on channel. For both your company and a customer, communicating quickly via messaging is a win-win situation. If the customer sends you a message via Facebook Messenger, for example, it is not much different from the contact he has with friends and acquaintances via this channel.
Also for customer service, little changes if you have all communication via one centralized system. It does not matter whether the question comes via Instagram, Facebook, Twitter or a chat via the website.
Four ways
You can use chat and messaging at different moments in the customer journey . Think of a first visit to the site, during the check-out process or when the package or service has been delivered. There are roughly four ways to send chat messages:
1. Proactive and automated
A customer buys a pair of jeans from your online store and the next day he automatically receives a message thanking him for his purchase.
A customer bought a dark red pair of trousers, but after one wash the colour has faded. The system recognises the question and immediately sends the customer the correct information to report the complaint and return the trousers.
3. Manual and one-to-many
Pop-up stores with swimwear are opened at the more well-known beach tents by the sea. You send a standard message to a selected group of people (based on age and location) to point them to the temporary sales points.
4. Manual and one-to-one
A customer is very happy with his new swimming trunks and enthusiastically shares a beach photo on Facebook in which he tags the location and the brand. To thank him for this, he receives a personal message with a discount code for his next purchase.