Chatting is Good!
Boost sales & improve support process with real-time communication
Offer detailed and immediate support to customers with 360Chat. The chat solution enables businesses and customers to privately interact with each other. Analyze the browsing behaviour on your website, track possible leads and guide them through the purchase process for increased conversions. By interacting with customers in real-time, you can effectively increase the resolution speed for individual issues. Make use of our secure chat platform to deliver personalized experiences to each customer and augment customer satisfaction.
Track your support team’s performance in real-time with chat monitoring. You can view a live telecast of multiple chats simultaneously from a single window. Enhance service efficiency and improve the quality of chat conversations by course correcting your agents in real-time. Live chat monitoring assists in faster resolution of multiple issues in the same session. It also provides a filtered search function for easily finding chats initiated by specific customers.
Pre-chat forms help in gaining a better understanding about the customer’s request. Build customized pre-chat forms with as many as fields as required. Various types of fields such as a text box, dropdown menu, radio button, checkbox, etc. can be added in the form. The support team can provide speedy responses and accurate solutions to customers by quickly browsing through the information submitted in the form.
The routing functionality offered by 360Chat helps in automatically assigning the right chats to the right agents. It comes with a rich condition builder wherein certain actions are defined for specific conditions. When a chat matches the pre-defined conditions, a corresponding action is performed. Pre-chat forms can be used as a medium for automatic routing of chats. While defining a routing rule, the pre-chat questions are chosen under the conditions. Based on the answers submitted in the form, the chat gets routed to specific agents or groups.
Provide seamless experiences to customers by automating the end chat process. Sometimes, customers might be inactive during a chat or may not respond to an agent’s repeated alerts. In such situations, you can politely end the conversation and close the chat by setting up scheduled messages. Once all the pre-set messages have been sent, the chat gets closed automatically. The support team can save a lot of time and increase their productivity by eliminating the need of replying to unresponsive chats.
Provide relevant solutions to support requests and improve collaborations by enabling customers to share screenshots with you. The customer can choose to either highlight or blackout a certain portion of the screen before sending the screenshot. The chat widget also supports dual screen sharing. Guide customers accurately with co-browsing. Based on the nature of the query, the customers can share the entire screen or a particular area of the screen. The screen sharing feature also supports audio calling.
Be where your customers are with deep and seamless integrations. Customer360 offers powerful integrations with popular social media sites such as Facebook and Twitter. The communication taking place on your social media accounts gets extracted into your support centre. Respond to all your social customers right from your Customer360 dashboard. We also offer integrations with CMSs like WordPress and Magento so you can bring all your customer information under one console.