Hi 👋

Remember when I asked you what you’d like to see more of in this newsletter? A few of you mentioned helpful tips on the best ways to set up a chat for maximum engagement. Say no more! Ola, our customer education specialist, comes to the rescue with her article. 

Scroll down for more details about:

• New ways to play with your reports

• WhatsApp Business message templates

• A new series launched in our Community

• A playlist your agents didn’t know they needed 

• An app that’ll help you with agent training 

14 ways to get more chats with customers

You have installed LiveChat on your website, yet chats are not pouring in. Fear not — there are many things you can do to fix that. 

Whether you’re just starting out, looking to switch your support or sales from phone to chat, or you want to see a higher volume of chats to generate more leads, these small changes will help you achieve your goals.

You have even more ways to play with your data

LiveChat reports and filters got another batch of highly requested updates. What’s in it for you? The update adds:

• A brand new country filter, along with “exclude,” “and,” and “or” logic 

• 14-day heatmaps with a custom time period selector

• Navigation buttons connecting reports to archives

Group different chats, look at your reports from a different angle, and draw original conclusions by comparing data in a new way.

Use WhatsApp message templates for quicker communication

Need to send an appointment reminder, shipping information, or payment update? WhatsApp message templates have you covered. 

You have three templates to choose from — text-based, media-based, and interactive. While text-based templates are the most basic, media message templates can include images, videos, and headers. With interactive templates, you can choose between two types of predefined buttons:

• Call-to-action — allowing your customer to call a phone number and visit a website

• Quick reply — allowing your customer to return a simple text message

Integrate LiveChat with WhatsApp Business, and let your customers chat with you using the app they know and love.

Five questions to…

If you’ve always wanted to get to know our team a little better, now’s the time. With the new series launched in our Community, you’ll meet LiveChat team members who started their journey in the Support Team. 

Our people who now work in other departments, including marketing, product, and sales, will tell you how their experience in support has influenced their current job, what it takes to be a great support hero, and more.

Share this playlist with mean customers

Support agents know that some customers can be a pain in the neck. Sometimes it happens because they’re in the heat of the moment, and — sometimes — it’s just the way they are. Either way, send them the link to this playlist the next time you have to deal with a nuisance. That will teach them a lesson!

Train your agents with Super Trainer

Asynchronous, automatic, and rule-dependent agent training? This may sound like a dream of the future, but let me surprise you — it’s already achievable with the Super Trainer integration.

Use Super Trainer to configure sets of conditions that send in-chat messages visible only to your agents and supervisors. Make sure your team won’t miss any information essential to the chat or your company and improve your chat quality in the blink of an eye. With Super Trainer, you can sit back knowing everything is taken care of.

Thanks for reading this far! Feel free to let me know what you think by replying to this email or getting in touch with me on LinkedIn.

Have a great day!

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