Mobile and web messaging with persistent conversations
Be aside to your customer using his preferred UX, having web and mobile conversations in a “whatsapp” style inside your company APP or portal. Take full advantage from push notification mechanism.
Persistent chat is a mix of traditional chat and email. It has the ubiquity of emails and the simplicity of chat. The perfect User experience for your customers, a revolution for your customer service or for your branch employees, that can better manage their workload without the need to reply in real time.
Using push notifications, the response will follow the customer to his device in a non invasive matter.
Available for web contact center (click to chat) or in the expert advisor: the persistent chat works in the same way in every engagement process
Rich contents: the persistent chat is not a simple conversation, it is enriched with a set of information technical and qualitatives
Technical details: customer IP, domain, customer device type (mobile, fix), operative system and browser (if used), attached data from the web page, …
Qualitative details: customer details, web page where the chat was activated from, customer profile (if authenticated session), data from initial form, …
Preferred Agent: once an agent starts managing a customer, the conversation will go to him as the primary owner of the conversation
Contact History: each active conversation will be maintained the history of the previous contact in order to be easy for the agent to manage the answers
Ban the hecklers: if somebody is disturbing your service, simply add him to a black list to avoid future contacts
Fast Replay: agents and expert can access to predefined fast answers, link and documents, in order to improve the quality of response and the time dedicated to each single task
Escalation to real time conversations: if needed, with a simple click, a real time session can be started, with all the capabilities available (chat, audio, video, collaboration)
Facebook Messanger Connector is also avaiable for Persistent chat