Start chatting with visitors who are looking for support on your website. Set up proactive message triggers to deliver seamless customer experiences, and prevent them from dropping off from your website. With the help of user information, event timelines, and social profiles, engage in contextual conversations and WOW your customers!
By enabling Freshchat messenger within Freshdesk, assign conversations to team members or groups. Get a complete view of their support tickets from one place. Your agents can also answer emails and chats from one place, without customers having to repeat themselves.
Sometimes, support agents might not be able to resolve customer requests instantly via chat. In such cases, agents can keep track of conversations by converting them into a new ticket or by appending them to an existing one. With a history of customer interactions, you will have the context needed to resolve support requests effectively in the future.
Let bots engage with customers whenever your team is away, thereby preventing them from dropping off from your website. Personalize their experience by setting up messaging and workflows for different scenarios. You can also set up agent response time, and set the right expectation with your customers.
Route messages to team members based on their current chat load or their skill levels — beginner, intermediate, or expert. Balance workload across teams by setting a limit on current active conversations per agent.
Generate reports or get a visual summary of your incoming chat volumes, agent productivity, and overall team performances. Measure conversation trends, productivity metrics, and deep dive into any team member’s workload.
Categorize chats based on topics, and route customer requests to the right teams. With unlimited chat history and rich media support, give your customers and agents a modern, memorable and seamless messaging experience.