Empathy and authenticity in your conversations do not only contribute to a good satisfaction rate, but also positively impact your conversion rate. Unique support will make the conversation more customised and adapted to the visitor’s expectations. Your visitor will feel confident and considered. Not to mention the fact it clearly allows you to differentiate yourself from a robot whose emotional intelligence is close to zero :)
This said, what lies behind this winning combo?
The more you put yourself in your visitors shoes, the more you understand their expectations: so you’ll be able to use the right tone and to adapt your responses in the discussion, and obviously to make the best recommendation possible.
The more you closely listen to the visitor and show them you are attentive to their needs, the more reassured they feel.
As for authenticity, many aspects are worth considering. You can introduce yourself as a passionate expert and also mention for instance that you are a customer of the brand yourself: you will probably hit the mark. In addition, sharing your experience with the brand or a specific article will reassure your visitor and further support your responses. The use of emojis will at last enable you to add emotion and make your conversations more humanised.