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One of the key differentiators for building a successful business is Customer Experience (CX). Customer experience is the sum of all interactions that a customer has with a company or business. From the initial search for a new product or service, all the way to being a happy customer. Each step in this journey is equally important where none of the steps should be overlooked. When optimizing the CX, it’s smart to break down the journey in smaller pieces. A common breakdown of the journey is as follows: Awareness: In this stage, a potential customer sees and ad of your product or service Consideration Here your brand is on the shortlist to buy a product or service Purchase: At this stage the product or service is bought and serviced Retention: Here the customer decides to buy again from a brand Advocacy: Finally, a happy customer can turn into a brand advocate, actively promoting a brand to others. Managing and   delivering an excellent experience in each step of the full customer ...

  Every entrepreneur is looking for ways to grow their business. Adding   live chat   to a website or eCommerce shop is a great way to engage and connect with customers. It allows you to communicate with your customers on a 1–1 and personal level. Here you’ll find 5 reasons why live chat matters to your business. #1 Live chat improves the support experience for your customers First, live chat improves the experience for  y our customers when they are looking for support. There is nothing more annoying than searching for an answer when you have a question, especially if the only availability is a ton of FAQ’s to go through. With live chat, you just ask the question and get the answer straight away. Adding a live chat feature to your website is a relief to many customers and it will make them happy. And happy customers are good for business. #2 Live chat converts website visitors into leads and buying customers Have you ever looked at Google Analytics and wondered who ...

  Social Commerce is booming. Recently TikTok announced that they’re launching shopping features on their platform. Kylie Jenner with her Kylie Cosmetics brand will be the first shop to launch. Other social platforms like Facebook, Instagram, Pinterest and Snapchat have already successfully launched shopping features.But what is social commerce actually? And how does it help to grow your business?  What is Social Commerce? Social commerce is the process of selling products directly on social media platforms like Facebook, Instagram and now also TikTok. The entire shopping experience takes place on a social platform, from the initial product discovery to the checkout and payment process.It allows shoppers to buy directly from social channels without leaving the app and having to visit an eCommerce website. The big benefit of social commerce is the removal of friction. For example, you bump into a nice pair of shorts for the summer on your Instagram feed, hit “shop now” and comp...

  Adding live chat to your website or webshop is a delight for customers. For them it’s an easy way to reach out to your business and ask questions.  It helps your business to turn website visitors into leads and to drive more sales. Live chat is also an easy way to increase  CSAT  scores and that will positively impact brand perception.  There are many live chat solution providers out there and implementing a live chat solution is easy. It’s just a matter of putting the embed script to your website and off you go.  Things to consider about using live chat for your website However, before you implement live chat there are a couple of things to consider. Offering live chat to your customers raises expectations. If these expectations are not met, it can hurt your business more than it offers. Bad live chat experiences occur when customers have to wait too long for a reply. They have to keep their browser open in order for you to reply to them. These situation...

  Messaging automation is booming. More and more companies scale up their customer conversations using chatbots and automated messaging flows. However, the quality and experiences offered by these chatbots differ heavily, and sometimes ruin the customer experience. Why is this and how to prevent bad automated messaging experiences? Automated messaging and chatbot experiences that ruin the customer experience Let’s start with analyzing a typical messaging experience that is created with a DIY flow builder. These flow builders are very helpful to set up automation without any coding or hours of training a chatbot. With a drag-and-drop builder, you can create your own flows and turn them into action. How e ver, these flow builders work using a very rigid decision tree type of structure. It only allows for closed-ended questions and forces your customers to answer those closed-ended questions. A typical conversation with such a chatbot goes as following: Hi, I’m Jake and I’m your suppo...

Great customer service is key to growing your business. Many companies differentiate themselves with it. When done right, it can be a real money maker for a business, but when done wrong it frustrates customers and hurts the brand image.  Providing great customer service is challenging. It takes time and effort to manage customer inquiries. Customers expect quick answers and they want to engage with brands via the channel they prefer.  It leaves businesses with a dozen messaging channels to manage and a ton of replies to handle. How to scale up customer service without losing the service? A customer messaging platform, powered by AI and chatbots is key.  What is a customer messaging platform? A  customer messaging platform  is simply put, a platform that manages customer conversations. It’s designed to support a variety of messaging channels like live chat on your website but also social messaging channels like Facebook Messenger or Instagram DM. A good customer...

Chatbots,   Conversational AI   and customer support automation are booming. More and more companies are getting aware about the advantages that a chatbot can offer. These advantages are obviously cost savings. But when used smartly, a chatbot can also provide extra sales. In this article we discuss what makes an AI chatbot software provider good and what criteria to look for when selecting an AI chatbot software provider. What is AI chatbot software? AI chatbot software is used for automating customer support and to proactively service webshop visitors. Simply put, it’s the employee in a store that helps you, but then it’s automated and online. Automating customer support is important. Good customer support takes a lot of time and effort. Especially nowadays when customers are using a wide variety of channels and expect a quick answer too. With smart and intelligent chatbots you can increase customer satisfaction levels and make them come back to shop more. But be aware, when...