Posts by Dani Apgar

Chat Conversations Vs. Email Conversations – What’s the Difference?

A 2018 Forrester report states that email is still the most common channel for customer support. More than 50 percent of customers surveyed expressed a preference for email over telephone and social media. If you’re thinking email beats out live chat – think again. In another recent survey by Kayako, 41 percent of customers preferred…

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Changing Conversations In the Chat Window and Chat Team

When it comes to chat for customer support and sales, conversations often begin with an inquiry or a grievance. A customer may reach out for product information or requesting recommendations. A customer might need assistance making a decision or may voice a problem with an order. No matter the query, live chat agents must make…

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RapportBoosting Tip #9 – Happiness Language

Hi everyone! Dani Apgar here with your RapportBoosting tip #9 on Happiness Language J Remember, RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Happiness is infectious and agents who project happiness in chat are able to create a positive environment for the conversation. Similarly,…

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RapportBoosting Tip#8 – Formal Language

Hi everyone! Dani Apgar here from RapportBoost. I’m in New York visiting prospects yet wanted to share your RapportBoosting Tip #8 on Formal Language.   Informality often builds rapport. However, it is important for agents to communicate formally until the visitor breaks the ice. Mirror their level of formality and reading/writing levels. Remember, RapportBoosting tips…

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RapportBoosting Tip #7 – Name Use

Hi everyone! Dani Apgar here from RapportBoost. I’m in Houston visiting one of our clients yet wanted to share your RapportBoosting tip on Name Use. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Okay, let’s get to it… using visitors’ names is a powerful…

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RapportBoosting Tip #6 – Emotionally Charged Words

Hi everyone! Dani Apgar here from RapportBoost with your RapportBoosting tip on Emotionally Charged words.  RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of SMS & chat conversations for brands. Tip #6  is short & sweet.  Emotionally charged words can produce a strong reaction in a visitor.  Use of emotionally charged words…

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RapportBoosting Tip #5 — Empathy.

Hi again everyone. Dani Apgar here from RapportBoost with your RapportBoosting Tip #5 on Empathy. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Showing empathy can help build rapport quickly, relax the visitor, and is best used when closing an emotional sales process. Overuse…

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Conversational Selling and Conversational Marketing

By Dani Apgar and Tony Medrano Conversational Selling and Conversational Marketing are the latest and greatest tools for connecting with and having conversations with customers. If they’re not in your tool shed, they should be. We’re going to start by reviewing what makes each strategy unique. We’ll then describe successful implementations of each strategy to…

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RapportBoosting Tip #4 – Encouragement

Hi everyone! Dani Apgar here from RapportBoost w/your RapportBoosting Tip on encouragement. RapportBoosting tips are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. OK  – Tip #4 Encouragement Encouragement can be powerful in helping visitors emotionally validate their choices and is especially powerful when visitors are trying…

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RapportBoosting Tip #3 – Grammar Errors

Hi everyone! Dani Apgar here coming to you from the Jenny Craig Contact Center floor with your RapportBoosting Tip #3 RapportBoostingTip are bits of wisdom gleaned from our platform analyzing millions of chat & SMS conversations for brands. Ready?  Tip #3 – Grammar Errors  While simplified grammar is expected in live chat, grammatical errors can be distracting…

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