Post by ruhaimaromana22 on Nov 4, 2024 8:40:04 GMT
There is a month left until the new year, and we hope that you have already managed to prepare for the influx of requests from customers. For our part, in November, we added new platform features so that you can communicate with customers even more effectively, even during peak working hours.
Read more about everything below.
Merging customer cards . Now CRM capabilities are available directly in the chat platform without additional integrations
Imagine that a client contacts you in a social media marketing service chat on the site, you consult him and help him place an order, and a few hours later he writes to you, but in another channel, for example, in Telegram, and asks to complete the order. At this time, a new customer card is automatically created, which can be merged with another card if you are sure that this is the same user.
After merging the cards, all previous requests are combined into one timeline, and the operator will have access to a single communication history. Thus, the client's data is always at hand for the employee without having to go to additional applications or a personal account.
Thanks to the expanded functionality of the Client Card, CRM capabilities are now available directly in the RMO and LiveTex Personal Account without additional integrations:
creating and storing your own contact database in the chat platform;
automatic creation of a client card upon the first request from any text channel;
transferring the dialogue to an alternative channel if necessary;
a single history of the dialogue, even if the client wrote from different sources;
sending outgoing messages directly from the operator's workstation or personal account.
You can read more about how to combine cards here.
A pre-New Year gift for analysts - setting up sorting of tags with different combinations
If you are one of those who use more than one tag for a request, then this news will definitely please you!
If several departments work with a request, and each of them puts its own tag, then at the end of each month a long and complex analysis of the work is probably carried out, in which all combinations of tags are assessed. To prevent this task from becoming a nightmare for analysts, we have simplified the process and added the ability to sort using the "AND / OR" switch.
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It works as follows:
If you need analytics for requests that have at least 1 tag, then to the right of the tag selection, switch the new setting to "OR". In this case, the system will return requests that have at least one of the selected tags.
If you need requests that have a combination of all the necessary tags, use the "AND" setting. It will return only those requests that use all the selected tags at once.
By the way, please note that the switch becomes active only if some tags from the list are already selected. If no tags are selected, the default calculation logic is "OR".
Another gift for analysts. Uploading a report on tags in 1 click Analysts are rejoicing after our November improvements, because with the uploading of a report on tags, work will become faster and more efficient. For example, you use more than 50-100 tags in your work, it is difficult to understand manually which of them is used more often. Therefore, we added the ability to download a report where you can estimate the amount of use of each of them. In the report, you can view statistics for the required period, for example, for a month, and understand which tags are the most popular in order to draw conclusions and build hypotheses on work optimization. For a detailed analysis of tags, select the required period, click the "generate report" button and download it (Wow, so easy!?). The downloaded file will display the tags themselves and the number of their uses for the period. By the way, we would be glad to receive your feedback, because we are trying so hard to improve the platform so that your customer service becomes more efficient.
😊
Leave a review on Yandex Leave a review on Google
Down with manual input of the answer when communicating with the WhatsApp bot from GupShup! Clickable buttons are now available
A pleasant novelty for customers using WhatsApp from the vendor GupShup, to make communication with your customers as simple as possible. Previously, when communicating with the bot, instead of buttons, users saw text indicating how to respond. Most often, these were numbers that had to be sent manually for further interaction, which was inconvenient (typing, clicking "send" - all these movements to make). We have saved your customers from unnecessary actions - now the bot sends clickable buttons, which you just need to click when responding ("just add water", oops, that is, "just press the button").
Read more about everything below.
Merging customer cards . Now CRM capabilities are available directly in the chat platform without additional integrations
Imagine that a client contacts you in a social media marketing service chat on the site, you consult him and help him place an order, and a few hours later he writes to you, but in another channel, for example, in Telegram, and asks to complete the order. At this time, a new customer card is automatically created, which can be merged with another card if you are sure that this is the same user.
After merging the cards, all previous requests are combined into one timeline, and the operator will have access to a single communication history. Thus, the client's data is always at hand for the employee without having to go to additional applications or a personal account.
Thanks to the expanded functionality of the Client Card, CRM capabilities are now available directly in the RMO and LiveTex Personal Account without additional integrations:
creating and storing your own contact database in the chat platform;
automatic creation of a client card upon the first request from any text channel;
transferring the dialogue to an alternative channel if necessary;
a single history of the dialogue, even if the client wrote from different sources;
sending outgoing messages directly from the operator's workstation or personal account.
You can read more about how to combine cards here.
A pre-New Year gift for analysts - setting up sorting of tags with different combinations
If you are one of those who use more than one tag for a request, then this news will definitely please you!
If several departments work with a request, and each of them puts its own tag, then at the end of each month a long and complex analysis of the work is probably carried out, in which all combinations of tags are assessed. To prevent this task from becoming a nightmare for analysts, we have simplified the process and added the ability to sort using the "AND / OR" switch.
/>
It works as follows:
If you need analytics for requests that have at least 1 tag, then to the right of the tag selection, switch the new setting to "OR". In this case, the system will return requests that have at least one of the selected tags.
If you need requests that have a combination of all the necessary tags, use the "AND" setting. It will return only those requests that use all the selected tags at once.
By the way, please note that the switch becomes active only if some tags from the list are already selected. If no tags are selected, the default calculation logic is "OR".
Another gift for analysts. Uploading a report on tags in 1 click Analysts are rejoicing after our November improvements, because with the uploading of a report on tags, work will become faster and more efficient. For example, you use more than 50-100 tags in your work, it is difficult to understand manually which of them is used more often. Therefore, we added the ability to download a report where you can estimate the amount of use of each of them. In the report, you can view statistics for the required period, for example, for a month, and understand which tags are the most popular in order to draw conclusions and build hypotheses on work optimization. For a detailed analysis of tags, select the required period, click the "generate report" button and download it (Wow, so easy!?). The downloaded file will display the tags themselves and the number of their uses for the period. By the way, we would be glad to receive your feedback, because we are trying so hard to improve the platform so that your customer service becomes more efficient.
😊
Leave a review on Yandex Leave a review on Google
Down with manual input of the answer when communicating with the WhatsApp bot from GupShup! Clickable buttons are now available
A pleasant novelty for customers using WhatsApp from the vendor GupShup, to make communication with your customers as simple as possible. Previously, when communicating with the bot, instead of buttons, users saw text indicating how to respond. Most often, these were numbers that had to be sent manually for further interaction, which was inconvenient (typing, clicking "send" - all these movements to make). We have saved your customers from unnecessary actions - now the bot sends clickable buttons, which you just need to click when responding ("just add water", oops, that is, "just press the button").