![]() ![]() Why add live chat support to your website? In the case something needs more investigation or time to solve, you might move the interaction to a different channel - like email - and follow up from there when you have more information. Move to another channel: Some issues simply aren’t best handled through chat. When a chat interaction ends, you generally have a few options:Ĭlose the chat: You both say goodbye and go your separate ways with no further action on either side.Īdd a tag or internal note: If your chat tool has analytics capabilities, you might add a tag to keep track of what’s causing visitors to reach out. From there, it plays out much the same as a text conversation would on your phone.ĭepending on the tool you use, you can set a limit on the number of chats an agent is able to take at any given time to ensure each customer is getting a great experience. That said, it’s usually possible for them to submit a support ticket to your team through the widget when you’re offline, which your team can follow up on through email.įrom the agent side, when a visitor starts a chat, the agent will generally see a notification of some sort and can choose to start interacting over chat. Though there may be some slight differences between tools, most live chat applications function in the same way.Īfter embedding the widget on a page, you can choose to set yourself as online, which is when a visitor can start a chat with an agent, or offline, when they won’t be able to start a chat.
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