Proven Tips for Turning Customer Insights into Revenue

BrandPost By LogMeIn
Oct 19, 2017
CRM SystemsData Center

The secret? Make data actionable, then proactively communicate with customers to boost customer satisfaction and benefit the business.

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Credit: iStock

In today’s customer-focused world, it’s not enough to simply manage customer interactions. Yes – engaging the right visitor at the right time can significantly impact customer experience and drive greater revenue.

But more personalized (and satisfying) engagement requires context – knowing who’s on your site and what they’re doing, plus knowledge of previous interactions, account/service issues, and more. Using these details, agents can then proactively offer suggestions that drive the right customer actions.

No crystal ball required

Establishing a proactive support strategy requires knowing your customers. Collecting the following types of details can help determine where an agent should assist, and what type of support is required:

  • Where are they are in their customer journey? New customer? Occasional return visitor? Long-time buyer?
  • What website page are they on, or which pages do they visit most often?
  • How much time have they spent on this page (or others)?
  • How often do they visit your website?
  • What items are in their cart?
  • What service issues have they had before?

For instance, if a customer is new to a product or service, an agent should know this—and be prepared to provide him or her with specific prompts and guides to help resolve first-timer issues. On the other hand, for a long-time customer with a simple service request, a quick-start guide might be a more appropriate and personalized response.

In fact, thanks to the Internet of Things – for example, sensors that gather and transmit information about a product’s health – agents can now predict when a product isn’t working properly, and proactively deploy support, often before the customer even knows they have an issue.

Making all the rules

Rules-based tools can also help agents shift from a reactive to a proactive support strategy. Consider, for example, proactive chat. Powered by an automated rules engine, proactive chat works by sending images or pre-defined messages to website visitors, inviting the recipient to engage in a one-on-one chat when the time is right.

For example, one online retailer of healthy home and allergy relief increased its total website conversions by 8%, and its rules-based proactive chat volume five-fold, by carefully measuring and tweaking its deployment of proactive chat. During this same time, repeat visitors were 70% more likely to accept invitations from the company’s chat agents.

In addition to serving as a major sales channel, proactive support reduces cart abandonment, increases average order value through cross-sell and up-sell opportunities, and significantly enhances customer satisfaction. And by giving customers a helping hand at the exact moment they need one, they’re more likely to repeat purchases and become a valuable brand advocate.

Agents aren’t fortune tellers. But by getting to know customers, and anticipating their needs, they can proactively communicate with and guide customers in real-time through a variety of support channels for better conversions and superior support.

To strike up a conversation – and increased conversions – with your customers, visit and discover the power of proactive chat.