Valerija - Personalization and Familiarization by

Asking the user about their day, supporting small talks

astramentore — 2025-06-23 14:21:52 UTC

Small talk helps break the ice and create a more relaxed atmosphere. Engaging in casual conversation humanizes the interaction and makes customers feel more comfortable.

Closing a conversation with a personal wish of success and/or reference to the chat topic

astramentore — 2025-06-23 14:21:52 UTC

Ending the conversation on a personal note makes the interaction feel warmer and more genuine.

Visualize your communication: screenshots user's account/site with arrows make instructions easy to follow

astramentore — 2025-06-23 14:21:52 UTC

When the screenshots are customized to reflect the customer’s specific situation (their account, product or settings), it shows that the instructions we are providing are tailored specifically for them. It can also speed up the resolution process by eliminating back-and-forth clarifications, as they will see the same you show on the screenshot

Rephrasing article's explanations to match the user's tech level

astramentore — 2025-06-23 14:21:52 UTC

Matching the user’s tech level is a form of personalization shows that you’re paying attention to their specific needs and abilities.

Also, create responses that feel unique. Add your own touch when sharing information from help center articles to make it more personal. Avoid using generic language and pasting content directly from help center articles.

Using active listening and react to observations, goals/plans they share

astramentore — 2025-06-23 14:21:52 UTC

It signals that you have a deeper understanding of their issues and the importance of resolving them quickly

Addressing the user by their name (ask for it if not shared)

astramentore — 2025-06-23 14:21:52 UTC

Referring to the customer by name humanizes the conversation and fosters a connection, this is the most basic and the simplest way to personalize your interaction

How can we say that a conversation was truly personalized ?

astramentore — 2025-06-23 14:21:52 UTC

Mentioning site/domain/plan name during the interaction

astramentore — 2025-06-23 14:21:52 UTC

This will make the interaction feel tailored and personal, rather than generic, and also will be a perfect way to show that you’re focusing on their unique needs and situation

astramentore — 2025-06-23 14:21:52 UTC

Hi Tom, it's very nice to meet you! How is your day going so far?

Introduce yourself when starting a conversation

astramentore — 2025-06-23 14:21:52 UTC

This works both ways, and when a customer knows your name, they may feel more comfortable asking questions or sharing concerns

astramentore — 2025-06-23 14:21:52 UTC

Greetings Tom! My name is Helen, and I will be more than happy to assist you today! How are you doing?

Acknowledge what the user shared already (chatbot, first reply, etc.)

astramentore — 2025-06-23 14:21:52 UTC

Acknowledging the customer’s concerns or statements shows that you are paying attention and that their message is important to you.

astramentore — 2025-06-23 14:21:52 UTC

Thanks for providing that information, Tom! This is a huge help, and will allow me to understand your situation better

So just to confirm, you’re saying that *** happened when you tried to submit a purchase?

Use Positive Reinforcement

astramentore — 2025-06-23 14:21:52 UTC

Encouraging the customer throughout the process helps keep the interaction more personalized and positive, even during complex issues.

astramentore — 2025-06-23 14:21:52 UTC

Great, you’re doing everything right!

That was super fast, let me check if you're all set!

That’s really helpful, thank you for providing the screenshots

__________________________

astramentore — 2025-06-23 14:21:52 UTC

Get curious (users love to talk about themselves)
Find common ground (shared likes and beliefs)
Make sure it's a good time to talk (NOT sensitive cases on live interactions)

astramentore — 2025-06-23 14:21:52 UTC

Thank you for chatting with me today, Tom! I am glad we were able to fix the domain connection together! I wish you best of luck with your business, please take care!

astramentore — 2025-06-23 14:21:52 UTC

Thank you for sharing, Tom! So if I understand it right, the domain name mystunningsite.com is still not live, and you'd like to make sure you have added the correct NS records for it?

astramentore — 2025-06-23 14:21:52 UTC

Absolutely, I can totally relate it's important to ensure the website works smoothly before the Happy Wednesday sale you have yearly, we'll deal with it together!

astramentore — 2025-06-23 14:21:52 UTC

Personalization tips

astramentore — 2025-06-23 14:21:52 UTC

Ways to familiarize with users

astramentore — 2025-06-23 14:21:52 UTC

Make a genuine compliment

astramentore — 2025-06-23 14:21:52 UTC

Personalized compliments make users more cooperative and involved in the conversation. Acknowledge their expertise, efforts, or achievements

e.g. Ben, your safari tours look so exciting and adventures, with all the wild animals and landscapes! It's no wonder you have so many great reviews from your clients

Small talk

astramentore — 2025-06-23 14:21:52 UTC

Small talk is one of the best ways to make a bond with a user and show that there is a real person sitting in the other end of screen. You can speak about the users' day, place the users are located, sth you have in common, sth you find attractive on their site, etc.

e.g. How's your day going so far?

Hope you're having a great day! How did your recent campaign go?

Ohh, you just started working with Wix? How do you find Wix so far? Please share your experience :)

Learn more about user's site/business/goals by asking Impactful Questions

astramentore — 2025-06-23 14:21:52 UTC

Get some valuable information about users business or their goals and create a better connection with our users by asking them Powerful/Impactful questions. This info will help you with finding the most relevant suggestion for the user or leading the user to the suggestion you have already picked.

I can see that you've created a website for cricket association. Can you tell me more about the current goals you have for your website?

or

I can see that you've created a website for cricket association. What are your plans on attracting audiences from multiple locales to your site?

Share your site/business observation or reflections

astramentore — 2025-06-23 14:21:52 UTC

Users do appreciate when we stay ourselves and share our opinions to the visions/beliefs/things we can relate on their website:

e.g. By the way, I really appreciate what your organization is doing to help elderly people. It is indeed important to support those in need nowadays.

Familiarization tips

astramentore — 2025-06-23 14:21:52 UTC

3. Visit the website. Create at least 3 familiarization options to bond with the user

astramentore — 2025-06-23 14:21:52 UTC

2. Visit the website. Create at least 3 familiarization options to bond with the user

astramentore — 2025-06-23 14:21:52 UTC

1. Visit the website. How would you familiarize with this user? Create at least 3 familiarization options to bond with the user

astramentore — 2025-06-23 14:21:52 UTC

Practice Familiarization

astramentore — 2025-06-23 14:21:52 UTC

Add your answer here

astramentore — 2025-06-23 14:21:52 UTC

Add your answer here

astramentore — 2025-06-23 14:21:52 UTC

Add your answer here

astramentore — 2025-06-23 14:21:52 UTC

Resource

astramentore — 2025-06-23 14:21:52 UTC

Personalization CSI

Familiarization CSI

astramentore — 2025-06-23 14:21:52 UTC

I loved your content! If you allow me... A testimonial section or page would have a more positive impact on your followers, What if I guide you on how you could add it to your website, what do you think?

Theme of the site

astramentore — 2025-06-23 14:21:52 UTC

What bring you to show your art to the world with your website?

Complement Section

astramentore — 2025-06-23 14:21:52 UTC

I could not help to notice that your organization was born with the intention to help models/creators that chose to support positive causes. Keep up with the great work!

About the site

astramentore — 2025-06-23 14:21:52 UTC

In all the exhibition that you went part of what is your favorite one?

astramentore — 2025-06-23 14:21:52 UTC

It is actually pretty nice how you put the testimonials section on the home page, i m currently on the prosses of moving and i understand how important it is as a client to have the opportunity to see some testimonies from other people.

Technique

astramentore — 2025-06-23 14:21:52 UTC

What's your favorite technique or the one that you enjoy the most?

astramentore — 2025-06-23 14:21:52 UTC

the pictures you select look impressive, did you hire an expert ?

Suggestion on Marketing

astramentore — 2025-06-23 14:21:52 UTC

If you allow me I would like to make a suggestion for your website, we noticed that you could exponential increase your visits by showcasing your work on a different social network

astramentore — 2025-06-23 14:21:52 UTC

any bigger plans for the future? i can see you've already decided to go

large.