Example 1: Proactively combine tags and rich messaging for product suggestions
Using the pre-chat form and “get visitor information” function, you can retrieve a user’s display name and current tags to build a fun, personalized message suggesting similar products based on their recent browsing history.
For an ecommerce company, the result could look something like this:
Example 2: Zone in on your customer’s location for customized offers
Use tags based on your customers’ current region and login status to offer product suggestions specific to their location via a customized URL.
Your customers will see the following message in their chat widget:
Since you're <already logged in>, why don't you head on over to our US-website (customized URL ending with .com, based on <current_region>) to check out which promotions apply to you?
Example 3: Seamless handovers based on country settings and device type
In this next example of a personalized customer experience, your virtual agent can detect the correct language to use based on your customer’s <current_country>. You can also optimize functions and displays for mobile because you’ll know the <current_device_type> they are using.
Then, you can combine this information with data from the pre-chat form to facilitate a personalized handover to Zendesk support staff based on the office hours stored in Zendesk or internally.
And this is what your customers will see:
Hyperpersonalization? Yes, please! Compromised data security? Never.
“Security is important to us because our customers trust us with their data. It’s important to ensure any integrations you use have the appropriate level of security to meet your business needs, such as SOC certifications and GDPR compliance.”
- Tim Marsden, Senior Director, Technology Partner Ecosystem at Zendesk
Customers love personalization, but they’re also savvier than ever about the way their data is used. That’s why it is important to be transparent and to maintain security certifications to prove it will be handled safely. Both Zendesk and Ultimate are GDPR and SOC 2 compliant, meaning that you will never have to worry about risking your customers’ privacy as you step up your personalized customer experiences.