Chat enables you to provide immediate help and support to customers and dramatically improves the overall customer experience.
Key features of chat:
Real-time communication.
Choice of communication channels.
Customisable to your brand.
Create teams for different service areas.
Set team working hours.
Automatic responses.
Capture email addresses.
Message notifications.
Reporting.
Use cases
Here are a few examples of how you can use chat:
Customer support
Provide immediate support to your customers with questions or issues related to products or services.
Sales
Convert your site visitors into customers by answering their questions and helping them through the checkout process if needed.
Grow your mailing list
Offer excellent live chat support and ask visitors to sign up for your mailing lists from the webchat widget.
Customer feedback
Gather valuable feedback from your customers to help improve products and services.
Technical support
Provide real-time technical support to customers to resolve any problems they might have.
After-sales assistance
Help customers after they've made a purchase, for example, dealing with delivery delays or setting up and using a product.
Cross-sell and upsell
Help customers find what they are looking for by offering products and services live in chat.
Chat settings
You can set up your chat teams and customise your widget to match your brand from the Chat settings section.
To access Chat settings:
Expand the User menu and select Settings.
Go to Chat.
Chat teams
You can add multiple chat teams for different areas of your business or customer support team.
Chat teams are groups of agents who are responsible for handling specific types of chat messages. For example, you might have one team that handles product and stock inquiries, another team that handles returns and refunds, and a third team that deals with order or payment issues.
By splitting the workload among different teams, you can ensure that each chat message gets to the right person and can be handled efficiently. It also means that your agents can focus on the types of questions and issues they're most familiar with, leading to quicker resolutions and increased customer satisfaction.
Channels
Dotdigital Chat supports webchat, SMS, and WhatsApp.
The channels you have access to vary based on account package. Contact your Customer Success representative to discuss.
Learn more in Chat channels.
The webchat widget
The webchat widget is a small, customisable popup box that you embed on your website. Visitors can click on the widget to open a chat window and start asking their questions to your agents.
Your agents can then use chat to take care of these messages quickly, giving your visitors the personalised attention they need.
The chat interface
You and your team can use the chat interface to manage your chats, and reply to messages.
You can use it to view chat sessions, receive and reply to messages, transfer chats between agents, link conversations to existing contacts, and manage your chat queue.
Start with a guide
A few essential articles to get started with chat: