Persistent Chat

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

Email and SMS

Empower your service managing inbound and outbound email or SMS (or a combination) to address customer’s conversation as a part of your multichannel strategy

Email is still a widely used channel by end customers, as well as SMS.

Moreover, companies always use those channels to address outbound campaigns.

Eudata Email manager can manage inbound messages (based on simple and powerful rules), reply fast and manage multiple templates. The email manager, coupled with SMS gateway, can manage SMS in the same interface used for traditional emails.
As SMS and Email can also be parts of outbound campaigns, this privilege makes you able to configure your targets and send messages, moreover gives your customers the chance to reply to your team directly (customer service or advisors) by a single click to deep dive the proposal, activate a service or complete a transaction.

 

Rich contents: the email is not a simple conversation, it is enriched with a set of attached data (IP, email, …)

Preferred Agent: once an agent starts managing a customer, the conversation will be transferred to him as the primary owner of it.

Contact History: each active conversation will be maintained in the history of the previous contacts in order to make it easy for the agent to manage the answers

Banning the hecklers: if somebody is disturbing your service, simply add him to a black list to avoid future contacts

Email Template: agents can access the predefined templates, managed by the admin, using to provide answers to specific topics in a quick and organized way

Automatic Response: configure automatic response to customers

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