Place a chat on your website and encourage customers to get in touch with your company. Every single chat conversation will be ascribed to the customer in the CRM.
You can easily adapt the look of the chat window to the look of your website.
After work hours your chat window turns into a contact form.
You’ll find all the messages the next morning and you will be able to respond to them by e-mail.
The chat makes it possible to sneak peek customer’s input (you will see what the customer is typing before they hit enter!).
As a result the agent can start preparing to answer or even start typing their answer and the customer receives their answer very quickly.
When the agent can’t reply to a message, the conversation will be automatically redirected to another agent. You can also set a limit to the number of simultaneous conversations the agent is engaged in.
You can add another agent to every conversation. Thanks to this you will be able to solve the customer’s issue together.
At merlin.pl we use the chat module, which allows us to stay in touch with our customers all the time and at time when they need us most. Owing to this we can offer our customers immediate help, for example when they’re placing an order.