Augmented live chat experiences allow brands to improve overall consumer experience

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 13, 2019, 12:41 PM UTC

Communicating clearly on live chats can help marketers retain consumers.

This piece says that improving live chat experience with quick responses to consumer queries can help brands enhance the overall consumer experience. Marketers should communicate with their client as clearly as possible and avoid using slang and abbreviations to prevent any confusion.

Brands can further build consumer trust by providing confident and knowledgeable answers to consumer issues on live chat. While providing solutions to consumers on chat, marketers should first test out the recommended solutions to avoid any possible errors.

Backing up solutions with well-written articles based on the issue allows consumers to resolve the problem themselves, increasing the support efficiency. The author contends that marketers can also use emojis to appear more friendly and approachable to consumers.

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[4 minute read]