One of the most important tools associated with great customer engagement is an excellent support system. Nowadays businesses don’t reply on the traditional support channels like phone or email for replying to customer queries. Customers need instant assistance and providing real-time support is possible via live chat software.
Being a widely accepted customer engagement platform, live chat software will become more and more advanced. So let’s discuss some of its futuristic possibilities that can completely transform the face of customer engagement.
1. Customer interaction through voice and video chat
Apart from live chat, voice and video chats are the other 2 great platforms for customer engagement. With the advancement of webRTC technology, customers will be able to initiate free voice and video calls from the website itself whenever they need to communicate with the support team.
It eliminates the requirement of having an extra land line number or mobile phone. In short, it’s a great way to engage with customers from all over the world without any hassle.
Your customers may not be very tech savvy and need extra support while browsing your website or tring to make a payment. Screen share is a great functionality that allows both the customer and support agent to share their screens so that the agent can guide him whenever needed. It gives a seamless experience to both your customers and support agent.
Several live chat software offer such functionality as an additional feature. All you need to do is integrate that live chat software with your website and you will have access to all such features.
3. Providing instant customer support inside your mobile app
Whenever a customer enters in a brick and mortar store, sales people are always available to greet him and help him out whenever he needs any assistance. Don’t you think you should offer the same experience inside your mobile app also?
You can offer live chat assistance within your mobile app through which customers can live chat with the support team whenever they need.
Being one of the best customer engagement tools, several live chat software provide this kind of services and REVE Chat is one of them. REVE Chat has complete Developer API and mobile SDK that can be integrated for providing instant live chat support to the customers within your app itself.
Chatbots are basically computer programs developed to simulate interactions between a machine and a human user. With Artificial Intelligence (AI) and several carefully designed scripts, chatbots can understand, process the language of customers and give answers to their questions. The surprising thing is that the person will not even understand that he is conversing with a machine.
These chatbots enable customers to interact seamlessly with the brand through their preferred messaging apps instead of going to the brand’s website. By using an artificial intelligence powered bots platform, you can develop any advanced bot as a service for your brand.
5. Customer data will play an important role
Once you have the detailed information about your customers, you can use those findings to communication and engage with them in a better way.
Live chat software provides several analytics regarding your website visitor like his country, geographic location, past visits, current page views, IP address, browser, chat history etc. Based on all these information, you can segment customers for more personalized engagement and effective advertising.
Chat history allows you to view past interactions between customers and your support team. Based on this information, you will understand customers in a better way and set personalized triggers for better engagement.
6. More and more customization
The growing trend is to offer more and more customization of the products. It really helps to increase customer engagement, sales conversions and boost brand loyalty.
As a customer support tool, live chat offers several options for customization. You can change theme, colour, text, font, language of the live chat software to match with the look and feel of your website.
7. Turn voice into text
This will be popular in the near future. This speech to text functionality will make writing easy for you. You just need to speak whatever you need to write and the speech to text software will convert the voice signals into test signal and it will be written on the screen. It will save your time and energy.
Let’s hear from you!
Do you know any other latest technologies for customer engagement? Share with us in the comments section.