The use of web chats in customer service provides an opportunity for personalization, where familiarity with customers allows for data-driven enhancements to the experience. To achieve this, identifying key pieces of information that enable customer identification is essential, and using this knowledge to tailor the conversation can make customers feel cared for and help them achieve their goals faster. Sticking to options rather than free-flowing conversations keeps the user on task while making it quicker and easier for them to navigate the conversation, get where they need to go, and ultimately accomplish their task. Capturing contact information at the beginning or end of a conversation allows for persistent connection and later use for lead nurturing activities. Strategically presenting web chats based on context can increase engagement and satisfaction by customizing the conversation to the specific page and phase of the customer journey. By implementing these strategies, businesses can create more effective and personalized experiences for their customers through web chat technology.