Web2Chat helps you build meaningful relationships with your users and companies by giving you access to detailed profiles filled with actionable insights. By understanding your users and their needs, you can deliver personalized support and tailored experiences that drive satisfaction and loyalty.
How Web2Chat Helps You Understand Your Users and Companies
Web2Chat consolidates all relevant data into a single, intuitive dashboard so you can:
- View user and company profiles enriched with essential details.
- Track user activity and behavior patterns.
- Organize users and companies with tags, notes, and custom attributes.
- Leverage insights to deliver personalized communication and support.
User Profiles in Web2Chat
Each user profile or 'Contact' in Web2Chat provides:
- Basic Details
- Name, email address, phone number, and avatar (if available).
- Location data based on IP address.
- Activity Timeline
- A chronological log of user interactions, including conversations, tickets, and website visits.
- Custom Attributes
- Define custom fields to store additional information such as subscription plans, account status, or preferences.
- Tags and Notes
- Assign tags for easy categorization (e.g., "VIP User," "Trial Customer").
- Add notes to provide context for your team members.
- Conversation History
- Access a full history of all interactions with the user across every channel.
Company Profiles in Web2Chat
Company profiles help you understand the organizations you’re working with by showing:
- Company Details
- Name, industry, size, and website.
- Associated users within the company.
- Insights and Metrics
- Total conversations, ticket volume, and response times.
- Segments like "Active Customers" or "High-Priority Accounts."
- Custom Attributes
- Store specific details such as annual revenue, contract renewal dates, or product usage.
- Tags and Notes
- Organize companies with tags (e.g., "Enterprise Client") and add notes for internal collaboration.
How to Use Web2Chat to Know Your Users and Companies
- Navigate to the Contacts tab in Web2Chat.
- Click on People.
- You will find a list of your customers or potential leads. Click on the 'View' icon next to a potential lead to view their lead data.
How to Add or Edit Custom Attributes to Users and Companies
- Go to Settings--> [My Workspace] Data.
- Select Conversation Data.
- Click on the + Create Attribute button.
- A popup will appear where you can specify the details for your new attribute.
How to Assign Tags & Notes to Users and Companies
- Open a user or company profile.
- Click on the Tags section and add relevant labels.
- For adding notes, open a profile and navigate to the Notes section. Click Add Note, write your comment, and save it.
- Notes are visible to your team, ensuring context for future interactions.
Best Practices
- Personalize Communication: Use profile details to tailor your messages and offers.
- Track Key Metrics: Monitor important attributes like user activity or company size to identify growth opportunities.
- Collaborate Effectively: Use notes to keep your team aligned on customer needs and history.
- Regularly Update Profiles: Keep data fresh by adding new attributes or removing outdated tags.
If you need further assistance, contact our Customer Support.