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Chat Channel
One of the most effective notification channels between the agent and the user, in a help desk software, is the chat.
It is the channel, together with the telephone, that facilitates a more agile communication between the two actors, allowing the user to quickly present the incidence or query and the agent can clarify any doubts about it or give him instant solutions.
Thanks to this agility, incidents can be closed quickly, thus increasing the level of customer satisfaction.
In addition to having benefits especially for the user, it also has benefits for the agent, who will be able to:
- Invite another agent to join the chat and solve doubts.
- Generate a ticket related to that chat conversation
- Consult the history of the chats opened by the user
- Ban unwanted users, such as bots or spammers
Some time ago in this blog we already spoke about the 4 benefits of implementing a live chat, that is why ServiceTonic bets on this tool and offers it to its customers so that they, in turn, offer this service to their users.
Communication between agent and customer
The ServiceTonic chat tool can be installed both in the customer’s user portal and on a corporate website, and both the agent and the customer can access it from any device with an internet connection, whether that be a PC, smartphone, or tablet.
The options for the customer will vary depending on whether there is an agent registered in the help desk software or not, or whether the agent must logged in before starting a dialog or not.
If there is a registered agent, the user will be able to initiate the conversation with him, but if there is none, the customer will have to open a ticket with some fields previously customized by the administrator, and the agent will be able to manage it as soon as he logs in.
Chat with a registered agent
When a user connects to the chat through a corporate website or from the user portal, and there is an agent registered in the application, the customer can start the conversation with that agent.
But the ServiceTonic administrator can also define if the user will start the conversation anonymously or if he/she will have to register in the application to use the chat.
Starting the conversation anonymously
If the administrator does not require identification, the customer can immediately start the chat with the agent.
In this case, the agent responsible for managing the chat will not know the identity of the customer or user.
User view
Agent view
Start chat after registration
If the administrator indicates that the user must register before starting the chat, the user will have to enter his name and email in order to communicate with an agent.
When this happens, the agent can always know the identity of the customer who is making the request.
User view
Agent view
Chat with unregistered agent
There is a high possibility that no agent is logged into the application, for example, if there is a time difference between the agent’s location and the user’s location.
In these cases the user must be able to leave a record of his request, incident or request.
ServiceTonic offers the possibility for the customer to fill in a ticket, with 3 fields configured by the administrator, so that when the agent logs into the application, he/she will see the user’s request and will be able to give an answer.
In this case, the chat conversation results in the creation of a ticket.
When the agent enters the application, from the very dashboard he will be able to view the ticket opened by the user from his/her chat.
Advantages for the agent
So that the agent does not miss any chat, it is possible to configure desktop notifications and sound notifications, and if for some reason, an agent leaves a chat unattended, after a while that chat can be passed on to another agent, so that the user is always attended by either person in charge.
In addition, the agent has a chat management environment from where he can consult, for example, the history of chats with a specific user or from where he can ban unwanted users. This allows you to have total control over this tool.
Chat for mobility
Currently, one of the points from which many chat conversations are initiated is from the mobile device, so ServiceTonic has adapted this powerful tool to all types of devices.
Thanks to this adaptation, the chat screen will be adapted to mobile devices, although it will be the agent who will see the biggest difference between the PC chat and the smartphone or tablet chat.
First of all, a screen will be displayed to choose which chat to attend:
- New chat, pending
- Chat pending response, i.e. a chat that is being attended to
- An active chat
- Or an invitation from another agent to attend that chat
Once you have selected one of these options, you can now manage the conversation as if you were on a PC, but with its content adapted to the screen.
Conclusions: Why offer ServiceTonic chat to your customers?
There are several reasons why it is important to have ServiceTonic chat.
Increased customer satisfaction
This should be the main reason why you should have a chat channel. It allows fast and efficient communication between the user and the agent, which is why incidents are closed sooner and customer requests are resolved in less time.
Exhaustive control of the agent over the entire tool operation.
The agent can check a user’s history at all times, which allows him to control, for example, which are the most common queries or which requests are usually opened by that customer, thus anticipating his needs.
Allows the user to communicate with the company even if there is no registered agent.
Even if there is no registered agent, the user can generate a ticket, following the philosophy of the help desk tool, from the chat tool, so that when the agent registers in the application, he will see the tickets opened by the users during his absence in the dashboard.
Adapted to mobile devices
The ServiceTonic help desk software chat is designed to adapt to all types of mobile devices, both smartphones and tablets, as well as PCs.
