Add a prompt for customers to enter their name
Few customers volunteer their name when asking their question. I think customers should be asked to enter their name when asking a question so that communicating the answer can be made more personal. This would help customers realize they are receiving an individual, tailored answer to their question and make the experience more personal and valuable for them.
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Nathan commented
I don't like this. I do absolutely agree that knowing the customers first name does make communication more personal, but I think the expert asking versus them filling it out in a form type submission makes knowing the customers name even that much more personal.