Personalizing messages based on the user

One of the fundamentals of improving customer conversations is to avoid the usage of jargons. In fact, it’s one of the easiest things to do. And it helps in personalizing your customer conversations.

Personalizing the messages to your customer can really go along way in improving their customer experience. Let’s say you are using a live chat tool such as a Freshchat, you can set up personalized messages to different sets of customers. For instance, you can set a specific kind of messages for users in your highest plan, specific messages to free users from a particular region and so on.  Similarly, you can also set up automatic triggered messages based on the pages of the website a customer has visited, or an action they have taken. Here are some examples of when and how you can personalize your messages:

• If a customer hasn’t used some of the key features of your product for almost a month, you can reach out and check if you can help them in any way.

• You can also reach to all your customers who are about to exhaust your product credits, and remind them of the number of credits they currently have.

• If a prospect is on the check out page of your ecommerce site and seems indecisive, send them a discount coupon to help them complete the purchase.

• Want a feedback on a new feature recently launched, trigger a message asking for feedback as soon as they have finished using the feature on your product.

Sending the right messages at the right times helps in not only improving the experience but also contributes to customer retention and increased revenue. However, it is equally important to try not to interrupt the customer’s flow as much possible. It is advisable to  categorize your messages based on what needs immediate response and the ones that can wait.

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