Post by ruhaimaromana22 on Nov 4, 2024 11:04:28 GMT 1
We are constantly working on improving our chat platform: expanding functionality, improving various tools and trying to do everything so that you can provide your clients with quality service.
In April, we introduced a lot of new and useful things!
We've made it easier to add chat to the iOS mobile app
Previously, we improved the simplified social media marketing service process of connecting a chat in a mobile application for the Android platform. Now, an easily connected library with a ready-made and customizable UI is also available for iOS. The integration consists of only 7 steps and takes less time.
If you have not yet decided to add a chat to your mobile application, now is the time to expand the number of communication channels and offer customers another convenient way of communication.
The messenger format is familiar to everyone who uses a smartphone:
the ability to write to a consultant at any time,
when an incoming response is received, a push notification will be sent and the client will not miss the response,
customize the chat appearance to match your corporate style,
service quality assessment and much more.
You can read more about integrating chat with a mobile application here.
Supervisor: new tool capabilities
Now you can see requests that are being processed not only by operators, but also by chatbots, and, if necessary, involve employees in resolving issues.
Viewing documents and pdf files
If a client sends a document or pdf file, the supervisor will be able to view it or use a preview. This way, it will always be in the context of complex issues.
New table proportions
We have reduced the SLA indicator area, which is under development, for the convenience of viewing the list of current dialogues, as well as response time indicators and the current status of requests.
Closing a request
Now, when viewing a request, the supervisor sees that the operator has closed the request and understands that the issue has been resolved and his help is not required.
HTML support for the e-mail channel
We have added HTML support to the supervisor so that requests from the e-mail channel look familiar to operators.
Optimization of the supervisor's work
We have improved the internal processes of the tool. Now, with a large list of active requests, this will not lead to a decrease in the speed of work, and the list will retain its responsiveness.
Added automatic closure of the request after 14 days
Now, if the request was not closed by the operator immediately after the end of the dialogue, it will be automatically closed after 14 days of inactivity (the counter starts counting from the last message in the request). This is done so that all requests can ultimately be reflected in LiveTex analytics, namely, in the communication channels report and in the operator report.
Removed requests with empty letters from the system
Now, letters without text or an attached file will not create requests and will not be tracked in analytics. Previously, such requests could be seen in the history, as well as in the supervisor, which could lead to incorrect behavior of the tool.
Long-term relationships with clients or how to calculate and work with LTV
The new article talks about how to build long-term relationships with customers, what is customer lifetime value (LTV) and how to calculate it. According to statistics, the probability of selling to an existing customer is 60-70%, and to a new client - only 5-20%.
To stay up to date with all the news, bookmark the link to our blog, subscribe to the Telegram channel or VKontakte group .
If you are not with us yet, register and evaluate all the features of the LiveTex platform without restrictions for 14 days free of charge. And if you do not know where to start, contact our managers in any convenient communication channel: they will help with settings and selection of the optimal tariff and solution for a business of any scale.
In April, we introduced a lot of new and useful things!
We've made it easier to add chat to the iOS mobile app
Previously, we improved the simplified social media marketing service process of connecting a chat in a mobile application for the Android platform. Now, an easily connected library with a ready-made and customizable UI is also available for iOS. The integration consists of only 7 steps and takes less time.
If you have not yet decided to add a chat to your mobile application, now is the time to expand the number of communication channels and offer customers another convenient way of communication.
The messenger format is familiar to everyone who uses a smartphone:
the ability to write to a consultant at any time,
when an incoming response is received, a push notification will be sent and the client will not miss the response,
customize the chat appearance to match your corporate style,
service quality assessment and much more.
You can read more about integrating chat with a mobile application here.
Supervisor: new tool capabilities
Now you can see requests that are being processed not only by operators, but also by chatbots, and, if necessary, involve employees in resolving issues.
Viewing documents and pdf files
If a client sends a document or pdf file, the supervisor will be able to view it or use a preview. This way, it will always be in the context of complex issues.
New table proportions
We have reduced the SLA indicator area, which is under development, for the convenience of viewing the list of current dialogues, as well as response time indicators and the current status of requests.
Closing a request
Now, when viewing a request, the supervisor sees that the operator has closed the request and understands that the issue has been resolved and his help is not required.
HTML support for the e-mail channel
We have added HTML support to the supervisor so that requests from the e-mail channel look familiar to operators.
Optimization of the supervisor's work
We have improved the internal processes of the tool. Now, with a large list of active requests, this will not lead to a decrease in the speed of work, and the list will retain its responsiveness.
Added automatic closure of the request after 14 days
Now, if the request was not closed by the operator immediately after the end of the dialogue, it will be automatically closed after 14 days of inactivity (the counter starts counting from the last message in the request). This is done so that all requests can ultimately be reflected in LiveTex analytics, namely, in the communication channels report and in the operator report.
Removed requests with empty letters from the system
Now, letters without text or an attached file will not create requests and will not be tracked in analytics. Previously, such requests could be seen in the history, as well as in the supervisor, which could lead to incorrect behavior of the tool.
Long-term relationships with clients or how to calculate and work with LTV
The new article talks about how to build long-term relationships with customers, what is customer lifetime value (LTV) and how to calculate it. According to statistics, the probability of selling to an existing customer is 60-70%, and to a new client - only 5-20%.
To stay up to date with all the news, bookmark the link to our blog, subscribe to the Telegram channel or VKontakte group .
If you are not with us yet, register and evaluate all the features of the LiveTex platform without restrictions for 14 days free of charge. And if you do not know where to start, contact our managers in any convenient communication channel: they will help with settings and selection of the optimal tariff and solution for a business of any scale.