Contact groups are segments of customers that share something in common. The commonality could be similar interests, working in the same company, being in the same timezone, speaking the same language, using the same types of products, or having the same subscription level tiers.
Adding your contacts to groups enables you to segment your customers, making managing your help desk workflow easier. Creating contact groups is also great for marketing and sales, as it allows you to provide more personalized content for each group.
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Creating ticket routing workflows that take customer segments into account is highly effective and productive. For example, by routing tickets from specific customer groups (such as VIPs or resellers) straight to their respective account managers, you improve response times, first contact resolution rates, and above all, customer satisfaction. You also eliminate any confusion or ticket stagnation.
Customer groups are also great for marketing and sales segmentation. For example, you could create a LiveAgent rule that will send out uniquely personalized and pre-formatted follow-up emails to each customer group. Personalized messaging like this will improve customer engagement, which will drive revenue and generate more sales. According to Forbes, 72% of consumers only engage with personalized messaging.
Customer groups can also help you locate tickets within your help desk’s universal inbox. Having tools that make ticket filtering easy is always helpful, as you won’t have to remember specific details about each ticket you’re trying to locate. Instead, all that you have to remember is their customer group, which makes it significantly easier.
Let’s say you want to create a VIP group and prioritize answering their queries. To do that, you can either set up a rule that will trigger anytime one of these particular customers submits a support ticket. You can do this by routing their tickets to a specific department or changing their ticket SLA levels, so your agents answer their messages faster. In either case, you will need to find the contact group in the rule settings.
If you want to learn more about contact groups or topics related to contact groups, check out our knowledge base, academy, glossary, and webinar resources. Don’t forget to check out our blog and our email templates that you can use to send our personalized email newsletters to your contact groups.
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