Analysing ‘digital body language’ and getting real-time responses from your users

Can you tell whether your website users are engaged? Frustrated? Bored? Your customers’ emotions and mindsets are valuable information for personalising service. In brick-and-mortar stores, this information is readily available through body language.

The digitalisation of retail removes body language from the equation, and makes online service personalisation that bit harder. Ecommerce brands can’t rely on tell-tale hand gestures or eye flickers to gauge customer mindset. But ecommerce...

By Howard Williams, 17 May 2018, 0 comments. Categories: Best Practice, Customer Experience.

Facebook messaging or live chat software?

Facebook has announced a (free) version of Messenger for use by businesses on their websites. Talk goes that this add-on will swallow the live chat market whole and spell the end for all rival web chat solutions.

There are, however, big differences between live chat software and Messenger when it comes to connecting with customers.

Those who are already predicting the demise of traditional chat channels may wish to take these differences into account before ringing the death knell.

Trust and...

By Howard Williams, 14 February 2018, 0 comments. Categories: Customer Experience.