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Hi,
Yes, I can’t believe it either — it’s December again. This is the time of the year when we look back at what we’ve accomplished. The year-in-review emails have probably started flooding your inboxes by now. Not gonna lie — I was really looking forward to my Spotify Wrapped this year, and I wasn’t disappointed. How did you like yours?
Now, before you go and enjoy some end-of-year time off and start celebrating the holidays with your loved ones, why not take a look at some of the ways you can strengthen the relationships with your customers. And if you haven’t heard or have never used these strategies, chances are you might want to when you’re recharged and get back to work in January. Cheers to you!
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In 2021, we added quite a few bells and whistles to our Mailchimp integration. If you haven’t tried the latest tweaks, here’s how they’ll help you:
- Promote your newsletters with automated messages by creating interactive newsletter invitations based on customer profile and behavior.
- Send personalized signup forms during chats to invite customers to join specific newsletters based on the context of your chat.
- Trigger Mailchimp campaigns based on chat events thanks to chat tags that trigger automated marketing workflows after specified interactions.
That’s not all. Take a look at our Marketplace and discover everything the Mailchimp integration has to offer.
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There are times when a text chat is not enough. Sometimes, it’s easier just to switch to voice or video calls or share your screen with a customer to cut to the chase. Did you know that you can do this with Live Chat? All you need to do is integrate LiveChat with SnapCall. Once you’ve done that, your agent will be able to invite customers to voice and video calls with a single click, right in the Agent app.
Does it get any better than this? Yes! We’ve recently made the SnapCall integration available in the mobile app. Now, you can quickly jump on a video call on your phone, wherever you are. Demonstrate your product in your store, showcase a hotel room to a potential guest, or take soon-to-be newlyweds on a virtual tour around a wedding venue.
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Can your customers contact you with just a few taps on their phones? If the answer is no, you can change that by adding the WhatsApp Business integration to your communication channels. In doing so, you’ll allow your customers to chat with your support agents in the same way they chat with their friends and family.
Take advantage of a new communication channel used by over 2 billion monthly active users. Route chats to a dedicated group of agents, handle high traffic with ease, and never lose your chats again. All thanks to the stability provided by the official WhatsApp Business API.
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LiveChat’s vision is clearly defined. We want to enable “customer communication without barriers.” We knew that we couldn’t just talk the talk — we also needed to walk the walk. And what better way to do that than by making our tool more accessible?
Accessibility means that you design and develop a website so that its content is available to anyone, including people with disabilities. When you comply with accessibility standards, you make it convenient for people with disabilities to perceive, understand, navigate, interact, and contribute to the Web.
We made our Chat Widget more accessible by adding support for assistive technologies like screen readers. Now, they can read messages in the chat out loud. We also adjusted color contrast and keyboard navigation. All these changes help our customers with different types of disabilities interact and make LiveChat more inclusive.
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While working on improving our Chat Widget’s performance, our main goals were decreasing size and increasing loading speed. We needed to do that because the installation of the Chat Widget used to impact the performance of our customers’ websites. The main problem was that the Chat Widget increased website asset size. This, in turn, slows down a website. Website speed is becoming more important for SEO, and widget performance was a significant issue for our customers.
With the changes we’ve made, you won’t have to worry about your website being slow to load and hurting your SEO ranking. You’ll also decrease the number of visitors bouncing off your website — they’ll no longer get frustrated because your website’s taking ages to load.
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In case you missed it, you can allow your customers to rate chats they have with your agents. Now, while you have little to worry about when happy customers don’t rate their chats, it might be a real threat to your business if unhappy customers do the same. Why? Statistically, only one customer in 26 that leaves a company due to bad customer experience will tell them about it. That’s why it’s crucial to give your customers an option to rate chats.
So far, your customers have only been able to give your chats a thumbs up or thumbs down. We believe that’s not enough and there’s more to chat ratings than just labeling it as good or bad. Before we do anything about it, we need your input to validate our ideas. Join the conversation in our Community to let us know what you think about the new rating options and why we should or shouldn’t move forward with them.
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Thanks for reading and sticking around this year! If there’s anything on your mind you want to see more of in this newsletter, now’s a good time to let me know about it. Feel free to reply to this email or get in touch with me on LinkedIn.
Happy Holidays and Happy New Year on behalf of the whole LiveChat team!
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