Tips for Effective Customer Communication

Great customer communication helps provide excellent service and turn website visitors into customers. Here are some easy-to-follow tips for chatting with customers using Yonder.

1. Keep Your First Message Short

Start with a quick and engaging greeting, such as:

"Hi there, it's James from Yonder!" 

Then, continue typing your response. A short initial message hooks the customer and encourages them to wait for further replies. Long first responses can take time to compose, increasing the risk of the visitor leaving before receiving an answer.

2. Check the Website Visitor History

The visitor history panel (accessed by clicking the person icon at the top of the chat) provides valuable context, such as which website pages the visitor has viewed. 

This information can help clarify customer queries, especially if they haven't specified key details like which trip, room, or product they are referring to.

3. Send Links Within Chat

If directing a customer to a specific webpage, paste the URL directly into the chat. This ensures the link is clickable, making it easy for the customer to navigate to the correct booking page.

For frequently shared URLs, you can use the Templates feature so you don’t have to waste time copying and pasting. 

4. Never Take Payment Details Through Chat

For security reasons, never request or accept credit card details through chat. Chat records cannot be easily deleted and are accessible to authorised staff, making them unsuitable for handling sensitive payment information. Instead, direct customers to a secure payment page.

5. Understand Why Some Customers Don’t Leave Contact Details

It's common for 10-20% of visitors not to leave their email if they don't get an immediate response. These customers often seek instant answers rather than follow-up communication. 

Ensure your Fallback Message (for when the ChatBot doesn’t have an answer) clearly advises visitors to leave an email if they want a response. Some Yonder users customise this message to clarify that chat is not monitored live.

6. Use the "Handover to Facebook Messenger" Feature

Modern travellers increasingly prefer using messaging apps for communication. Consider using Yonder’s "Handover to Facebook Messenger" feature to facilitate ongoing conversations. Learn more here.

7. Always Reply—Even If the Customer Has Left

If a customer leaves before receiving a response, send a message anyway. 

Our research shows that 35% of website visitors return later and check previous messages. Yonder stores chat history on the visitor’s device, allowing them to continue the conversation when they return. A notification badge on the chat icon alerts returning visitors to unread messages, increasing the likelihood of engagement.

8. Stay Notified of New Messages

When a customer replies, you’ll receive a notification via browser, email, and mobile push notifications. If a conversation was previously marked as "closed," it will automatically reopen if the customer responds.

By following these best practices, you can enhance customer interactions, improve response times, and increase conversions with Yonder chat.