We are Welcome

Welcome's blog covers the latest commerce growth tips, shopper insights, and strategies for improving customer experience.

TryWelcome.com

Anatomy of a conversation

Anatomy of a conversation

What makes a consumer convert after chatting, and what makes them leave you for a competitor? Welcome’s consumer experience team highlighted one great and one not so great conversation to show what works and what doesn’t.

Key takeaways

1. Be natural

The best conversations read like a text interaction with a friend. It establishes trust between the representative and consumer.

2. Don’t keep the customer waiting

Fast response time shows you value the chatter’s time.

3. Do your due diligence

Be knowledgeable about the use cases of the different products, because customers care about whether they can use it in their life, not the features touted in the product description.

4. Listen to the customer

You have the knowledge of the products to give general advice, but the best interactions that lead to a purchase occur when the representatives take into account the specific needs of the customer. Jen gave the customer real recommendations and told her not to get a certain product because she wouldn’t be happy with it.


Meet Belle Huang

Belle is an innovative project manager with years of experience creating and optimizing SaaS products for the retail industry. Being an NYU graduate, she is based in NYC and is also known as the go-to person for restaurant and food recommendations in the city. 


 
KVIs and why they are the hidden gem of data intelligence

KVIs and why they are the hidden gem of data intelligence

How to increase basket size with emotional connections

How to increase basket size with emotional connections