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.
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.