Missed chats can result into lost leads, but integrating ProProfs Help Desk with live chat software can help you effectively curb this situation. The help desk integration helps you track all missed chats as they automatically get converted into trouble tickets. This native integration allows you to create tickets manually during an ongoing chat and send them to other support operators to find detailed solutions to customer questions.
Easily keep a track of missed chats and get back to customers with answers to their questions. In case your chat operators are offline/not available, your visitors will see an online form that helps them contact you faster. These questions will then get converted into tickets and can be managed through your shared inbox.
Your operators tend to stumble upon questions that require detailed answers. Some end up being lengthy conversations, others may still take more time to get resolved. In such a scenario, they can simply save an ongoing chat as tickets in their help desk dashboard. This gives operators the opportunity to provide detailed answers that help your customers better resolve their questions and end up keeping them delighted with your services.
It is an essential step to understand your customer’s behavior to provide them a delightful support experience. And live chat help desk integration allows you to do that easily. You can now store chat transcripts as tickets and refer to them if the customer has returned to your website for help. Your operators can view the previous support ticket to understand how should they conduct the conversation with the customer. This approach will help your operators customize the support experience, thus improving the customer’s satisfaction level.
Know your customers and their pain points better by saving their chat transcripts as tickets. This integration feature helps your operators browse through your customer’s previous conversation and understand which approach works best to keep them delighted with your services. Doing so helps operators equip themselves with strategies that allow them to provide a personalized support experience to customers, resulting in improved satisfaction rate.
Help your operators learn about their chat ticket status effectively. The live chat and help desk integration not only allows you to create tickets, but also monitor their status effectively. Operators will be prompt in sending replies to your customers as they can see open, closed or pending status updates next to each ticket. They can send immediate replies to those tickets.
As an admin, it is important to know how many questions were resolved by your operators in a specific time period. This helps you work towards building a support team that can manage customer issues on an immediate basis. The help desk and live chat integration can help you achieve this pretty much hassle-free. You can easily track how many chat tickets were resolved by your support operators and train them accordingly. These reports also help you understand how delighted were your customers with the support experience and what all do they want you to improve.