Chatting is the modern-day tool for starting a conversation over a distance. Being a popular tool for sharing ideas, chatting websites and forums for customer conversation and interaction are being used by businesses to promote their products and get feedback about them. These platforms are also used to create a buzz and hype for a new product launch.
Here are some of the essential features that online customer chat forums must-have.
Segments – Segmentation is an important feature of overall marketing activity. Different customers of different products shall have access to relevant chats only. This will help the business in analyzing the chat data effectively and derive conclusions for improvements and suggestions in the products. Segmentation also helps the customers to voice opinions and discussions in common contexts so that their grievance reaches the business authorities.
Email Engines – Even after the emergence of chatting platforms and sites and other communication media, e-mail continues to prevail as the prime mode of engaging with the customer. Therefore, the online forum must have a built-in e-mail engine, making it easier to send messages to specific customer groups and individuals or address them regarding a topic, or even send custom alerts for a certain product or topic.
Analytics – Having analytics with the chat forum can significantly help in raising the level of performance. This is primarily because of the accurate data collection, analysis, and reporting that is enabled by the analytics softwares and options. These data records can be studied to project learning, opportunity, or threat by studying interconnections and patterns in the conversations.