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Insight Series: Consume With Emotion and Personalize Customer Service

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Dr. Michael Housman of RapportBoost.AI explains how to personalize customer service to support emotional purchasing decisions.



Retailers need to personalize customer service by understanding the emotional content of their customer communication. And that’s because research has shown that buying a product isn’t a rational process, it’s an emotional one. We buy something not because we know cognitively that it checks a number of boxes and suits our needs, we buy because the product makes us excited. Or it makes us nostalgic, or it makes us scared that we don’t own it when we may have wanted to.

If you’re in the business of selling to consumers, then it’s important to understand those emotional cues, and the cues that suggest that someone is ready to buy a product. By understanding those cues, not only are you able to provide the right information, but you’re able to become a trusted advisor, and build a closer relationship with the customer. Companies that don’t take the time to understand those cues are not only leaving money on the table, they’re not building as close a relationship with their customers as they could be.

RapportBoost.AI works with brands who sell online to optimize live chat sales. Our clients can expect to see a significant lift in their web conversion rates, average order size, lifetime customer value, retention rate, customer satisfaction, and lead conversion rates. RapportBoost’s platform can be configured to measure and improve any chat-related outcome important to our clients’ businesses. Very few companies have the machine learning resources and immense, multivariate data sets required to provide specific, actionable insights to sales personnel. But, RapportBoost.AI does. We are able to test long-held assumptions about best practices and can quantitatively tell your organization how to capture these sales that would otherwise be lost.

Learn more about live chat agent training from the team at RapportBoost.

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Meredith Lackey

About Meredith Lackey

Meredith Lackey is a content producer with expertise in computer networks and systems. She received her B.A. in Philosophy from Hampshire College, and her M.F.A in Moving Image from the University of Illinois Chicago. Her output spans long form writing, B2B and B2C content, and branded video content. Meredith has worked with Tony on creative projects and at Boopsie since 2014. She loves gritty travel experiences where she can learn about diverse people and new trends.

1 Comment

  1. […] We think a lot about how to personalize customer service to make each customer service agent/customer interaction optimal. We’re seeing a huge trend […]

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