Solutions

Customer support livechat automation

Sneha Joshi Jun-12th, 2021 10:42 0 0

Chat Automation

On the reception counter of your office, imagine there are different couriers coming in for delivery. These couriers belong to different teams working in your office. Let's suppose there is a courier of invoice from your vendor waiting for his payment. The receptionist will direct that courier to your finance team. If someone has sent his resume or documents to complete the joining formalities, the receptionist will direct that currier to the HR team and so on. In the same way, whenever a new chat is received, the system matches the criteria set by you and the chat is assigned to that particular team or staff or email notification can be sent.

To set chat automation you can access the settings from:

Administrator Settings>>Live Chat>>Chat Automation

The automation in the Live chat can be configured from here. From the top right corner of the screen you can add a new automation. You can specify which event will trigger the workflow, for eg. a new chat. Under match conditions you can add conditions of your choice such as the URL of the page. Under action you can specify the final execution of the workflow, such as you can assign the chat to a particular staff or team, send an email notification to the staff or the client and ask for rating from your client. Let’s suppose a client is browsing your commercials page, so when such client initiates a chat, based on the page URL the chat will be assigned to the billing team for effective query resolution.




While adding a new chat automation, you can use a combination of settings to get the desired result. There are various settings related to the chat settings which can be modified from the administrator settings.

You can use these settings to create a number of workflows for automation.

To add a new chat automation select “add new” from the more list icon on the top right corner of the screen. In this workflow, you can specify the event which will trigger this particular workflow.

The event can be any of the following:

Event:

New visit - A workflow can be triggered when a new client visits the website for the very first time. The live chat setup can be configured in such a way that you can add the script of live chat widget to your desired list of websites. In addition to that you can also configure workflows which can be triggered when a new client visits these web pages. For eg. a workflow to welcome new visitors.

New chat - Chat workflows can assist you in implementing various automation rules. Like for eg. using new chat conditions, you can assign the chat request to a particular team or staff depending upon the location of the client or language of the client and so on. In this way, the ‘new chat’ condition allows you to configure workflows based on new chats received in the system.

Chat initiate - There is an option to implement workflows which can help you engage your clients to have productive conversations with them. For eg. let's suppose a client initiates a chat, you can extend greetings or even attract the client by displaying discount offers and so on.

Chat closing - After providing your customers with viable solutions to their queries, you can end the chat from the staff portal. In the chat window, on the bottom right corner you will find an envelope icon through which you can end the ongoing chat. When a chat is closed, you can configure a workflow from the staff portal and send a closing message template to the client. The closing message can be a thank you message.

Page revisit - The system keeps a track of times a client revisits the web page. Through chat automation you can enable message templates to be displayed on the chat widget. Page revisit condition allows you to display an appropriate message template such as additional discounts or route the chat request to a particular team or staff member and so on.

Idle time - The client who is in need of support can initiate a chat with your staff who are online and available. During this conversation, if the client does not respond back the chat is termed as idle. Using chat workflows you can send a reminder template to the client after a stipulated idle time. For eg. if a chat turns idle, after a stipulated time period of 10 mins you can ask the client if he is still available and wishes to proceed further using chat message templates.

Missed chat - When a chat request is initiated from the client end, the chat requested can be routed to a team or a specific staff. If the desired staff member is not available, the chat request is missed. In such a case, you can enable a chat workflow wherein you can notify the administrator or any other supervisor of any missed chats. In this way you can ensure that the chats received by your staff are well monitored.

Display order - Based on your requirements, you can have multiple workflows configured in your system. These workflows can automate your product and ensure proper timely execution of tasks. These workflows are executed one after the other and the display order of the workflow gives you the sequence in which the workflows are executed.

Criteria:

When a workflow is triggered as per the event specified, the next step is matching criterias. You can add a number of criterias under OR and AND conditions. Only when the criterias put by you matches, then the action specified will be carried out. For your workflow to be carried out smoothly, make sure you add all the prerequisite conditions.

Match and conditions - You can add multiple conditions here. The workflow will only be executed if all the conditions stated under AND category matches. For eg. If you have added conditions such as department equals Sales, country equals Canada and chat language equals Spanish then route the chat to a particular staff member. The workflow will only be executed if all three conditions match.

Match or conditions - You can add multiple conditions here. The workflow will only be executed if any one condition stated under OR category matches. For eg. If you have added conditions such as department equals Sales, country equals Canada and chat language equals Spanish then route the chat to a particular staff member who speaks Spanish. The workflow will be executed if any one condition matches.

Page URL - If you want to route the chat to any specific staff member or team based on the web page the client is browsing, you can add the page URL under conditions. Let’s suppose if a client is browning your commercials page and wishes to initiate a chat, this chat can be routed to your billing team using chat workflow automation rules.

Department - When you enable prechat form while setting up the live chat widget, you can add prechat custom fields. Using these prechat custom fields you can capture data from the client before the chat is initiated. When the prechat form is enabled, you will find a default department field is also displayed on the widget. Under conditions you can route the chat based on the department the client chooses while initiating the chat. For eg. If the client selects the marketing department the chat can be routed to the sales and marketing team.

Country - The country of the client is also traced on the backend when he initiates a chat. You can find it displayed on the online visitors dashboard. Based on which country the client belongs to, you can route the chat to a specific staff member or a team.

Client Email - If you have a very important client and want the chat request to be routed to you every time that client comes to chat, you can use this condition while configuring the chat workflow.

Organization - Under the client management module in VHD, we follow a simple hierarchy where the clients belonging to the same domain are clubbed together under the same organisation. So if the client who is initiating the chat belongs to a certain organisation, you can route the chat to a specific staff member or a team which handles all the activities related to that organisation.

Idle Time - Idle time is the time the client is unresponsive and the staff is waiting for the client to respond back. Under module settings where you can modify settings related to the live chat module, you can specify after how much time should the chat end if the chat status is idle. For eg. using the live chat automation workflow, after the chat status changes to idle you can send a message template asking if the client is still online.

Chat Language - If you have clients contacting you through multiple locations, you can import a new language or enable from the existing list of languages from the staff portal through:

Admin settings>>system>>language

Action:

Message template: You can add multiple message templates as per your requirements. These templates can be displayed on the client facing interface using live chat automation. For eg. If a client is revisiting the web page, you can display a template asking the client to give you a call on skype for additional offers.

Route request to team: Using live chat automation, you can route the chat request to a team. Let’s suppose there is a career page on your website so you add the URL of the page under conditions and select the ‘HR team’ under ‘route request to team’ setting. In this way, if a client is checking out your career page and initiates a chat request, it will be automatically routed to the HR team.

Route request to staff: You can also route the chat request to a particular staff member. Let’s consider only one of your staff speaks Spanish. While adding a new live chat automation workflow, under conditions you can add language equals to Spanish and select the staff member’s name under ‘route request to staff’ setting. In this way, whenever a client selects Spanish language and initiates a chat, this chat request will automatically be routed to the specific Spanish speaking staff member.

Send email to client: There is a list of predefined email templates in the system. These email templates are mapped using email templates mapping. Let’s say for eg. the client forgets his password and clicks on the ‘forget password’ link. An automated response will be sent to the client from the system where the details of the client are automatically fetched. The forget password template the client receives will contain the client details as well as a link to reset the password. In the same way, you can define the conditions and select which email template needs to be sent to the client.

Send email to staff: There is a list of predefined email templates in the system. These email templates are mapped using email templates mapping. Let’s say for eg. the staff forgets his password and clicks on the ‘forget password’ link. An automated response will be sent to the staff from the system where the details of the client are automatically fetched. The forget password template the staff receives will contain the client details as well as a link to reset the password. In the same way, you can define the conditions and select which email template needs to be sent to the staff members.

Ask for rating: Feedbacks are very essential for customer support. Only through honest and constructive feedback, you can modify the services to accomplish a greater good i.e. customer satisfaction. When you enable ask for rating, the live chat widget will ask the clients to rate the customer support provided. It can be either star based or smiley based rating.

Status: You can have multiple live chat automation workflows. These workflows can be enabled and disabled as per your requirement. If you want to stop a workflow from executing the action, you can simply disable the status. Using mass operations, you can select multiple workflows and disable them from the gear icon displayed on the top of the poge.

Add: You can create a number of live chat workflows and save these workflows by clicking on the add button at the end of the page.

Vote

Was this article helpful?
0 out of 0 found this helpful