Personalise To Optimise
Gather maximum and relevant customer information before initiating a chat
With Customer360’s video chat software, businesses can build customized pre-chat forms and gather all the required customer information before initiating a chat. Certain customer requests might have to be handled by specific departments. The pre-chat form helps agents in quickly identifying the type of issue and enables them to answer customer queries in a better way. Provide accurate solutions to customers and eliminate the possibility of errors during chat conversations with a customizable pre-chat form.
Create customized pre-chat forms with as many fields as required to suit your business needs. The form allows addition of several types of fields such as a dropdown menu, radio button, checkbox, text area, etc. You can choose to keep these fields as either mandatory or optional. Each field can be given a unique name and description. For instance, if you have two separate teams for handling leads and regular customers, you can create a dropdown field and define the options as ‘Sales’ and ‘Support Request’.
Learn more about setting up and customizing a pre-chat form.
The pre-chat forms can be used as a means to improve chat handling. Set up condition-based routing rules to automatically assign the right chats to the right agents. When a chat matches the pre-defined conditions, a corresponding action is performed. Questions from the pre-chat form are selected under the conditions while defining a routing rule. Based on the responses entered by a customer, the chat gets routed to a particular agent or group.
360Video provides a preview pane on the right side of the screen that displays information related to active and inactive chats. During chat conversations, the support team can modify their approach by checking a customer’s pre-chat responses from the preview pane. You can also view information pertaining to previous chats. Details such as contact information, chat history, pre-chat responses, etc. can be found for individual customers in the preview pane.
Ready to give it a try? Sign up now!