How Channel Talk’s CRM Engages VIPs and Drives Retention

How Channel Talk’s CRM Engages VIPs and Drives Retention

What is the core of any successful customer engagement strategy?

Personalization.

This applies to any field whether you are a sales rep writing a cold email and you include a line about a mutually loved sports team or you are a customer service agent and you offer a discount to a frequent shopper.

And on the recipient end?

Simply put, a personalized touch feels nice.

At Channel Talk, we prioritize having conversations with customers.

And the way we empower our clients to have meaningful personalized connections with their customers is through our unique CRM system.

We are the only live chat software to offer a CRM feature that allows you to:

• 📊 Track and organize customer interactions

• ✉️ Send personalized marketing messages

• 🌟 Engage and retain VIPs

All in the Channel Talk platform.

1. Be the First to Talk to Your Customers

When you walk into a store, the sales associate will greet you and ask if you need help with anything. From there, you can ask about sizes, colors, discounts, etc. With all your questions answered you can make a purchase.

Shouldn’t it be the same experience online?

Channel Talk offers a live chat platform, with an emphasis on live. Unlike competitors like Gorgias or Zendesk which are ticketing systems, our focus is to help you build strong customer relationships through conversation.

Here are the benefits of a truly live chat CRM platform:

• Proactive engagement - Just like an offline store, greet your customers when they visit your website.

• Real-time communication - Guide customers through the purchasing process and answer questions as they occur

• Meaningful connections - Foster loyal customers through the first interaction.

Here's how one of our Channel Talk clients, Timely Basket, has their Front live chat screen set up to greet customers.

2. Personalized Conversation is Key

Channel Talk CRM software helps you understand your customers by organizing customer data.

1. Easily Track and Organize Your Customers

Have all your customer information in one place.

2. Create Customer Segments

Segment your first-time visitors to your VIPs.

3. Send Personalized Messages

Send pop-up notifications and emails.

Create different chatbots for different customer segments.

Greet your first-time visitors with an introduction to your loyalty program. Reward your VIPs with free shipping.

Timely Basket's notification about their free shipping offer.

3. Engaged VIPs = Retention

Channel Talk empowers your business to prioritize VIPs through seamless communication channels.

With our powerful CRM, you can identify and categorize VIP clients, ensuring they receive personalized attention and tailored offerings.

Whether it's a personal shopper assisting with product selections or exclusive deals delivered directly to their inbox, Channel Talk enables businesses to foster meaningful connections with their most valuable customers.

Let’s walk through an example scenario.

Imagine you're a luxury fashion brand leveraging Channel Talk's CRM to nurture VIP relationships.

1. Personalized Greeting:

   • VIP customers are greeted upon logging into the website.

   • A personalized message from their designated personal shopper appears, offering tailored style recommendations based on past purchases.

2. Real-time Access to Preferences:

   • The CRM system flags VIP customers, granting their personal shopper access to purchase history and preferences in real-time.

3. Seamless Shopping Experience:

   • With insights at their fingertips, the personal shopper provides a seamless and personalized shopping experience.

4. Exclusive Deals and Notifications:

   • VIP customers receive exclusive deals and early access to new collections through targeted pop-up notifications.

5. Fostering Loyalty:

   • These efforts enhance the VIP customers' sense of exclusivity and value, fostering long-term loyalty and advocacy.

Channel Talk's CRM facilitates personalized interactions and exclusive offerings, helping retain VIP customers.

Conclusion

In summary, Channel Talk's CRM helps you:

1. Organize your customer information to segment your VIPs

2. Send customized messages based on that information

3. Increase the retention of your VIPs

Traditional live chat software views your customers as tickets waiting to be resolved and be done.

But conversions and retention happen through conversation, not ticketing.

Our CRM and live chat helps you actually talk to your customers.

Make every chat count with Channel Talk.