Hi,

We’re midway through 2020, and to say that this hasn’t been the best year so far would a big understatement. We’re all slowly adapting to the new normal on both personal and professional levels.

The ways of communicating between consumers and customer service reps are still limited. One of the ways to tackle those shortcomings is using live chat software. As always, we’re bringing you a few improvements to our product to help you use LiveChat more effectively.

Kuba Rogalski
CONTENT WRITER

Improved chat supervision

We’ve added ways to help you oversee the way you interact with your customers. Improve your workflow and increase customer satisfaction with two new modes that will make your chats go as smoothly as possible.

Private mode allows you to respond to the chat supervisor. With this two-way communication, you’ll come to a resolution faster, and that’ll improve your customer’s chat experience and cut down on the average time it takes to handle each case.

Chat takeover lets you take over the conversation from a bot. Intervene with one click to quickly get the situation under control and support your customers without moving their case from a chat to a ticket.

Please note that the private mode and chat takeover are only available for customers using our Business or Enterprise plans.

Reply to SMS text messages with the Twilio integration

SMS messages have a 98% open rate. Get noticed and communicate where it’s most convenient for customers. Thanks to this integration, you’ll be able to receive and reply to SMS text messages right in the LiveChat agent app. There’s no new interface to learn. Chat just as you do when customers contact you through other channels.

All you need to get started is a Twilio account and an eligible phone number (you can also get a number from Twilio). In a few clicks, you’ll be able to receive and reply to text messages using one or more telephone numbers.

Please note that the Twilio integration is only available for customers using our Business or Enterprise plans.

Success now has its own newsletter

I bet you’ve all heard about Success being the next big thing in the content marketing space by now. Just kidding. We know there’s a long way ahead of us, but we’re slowly getting there.

Success is an entirely new take on how we distribute our content and knowledge. We moved away from a traditional blog in order to provide more context and value. Success is a single place where you can keep up with the latest in the ever-changing digital business landscape. We focus on actionable, in-depth content that is easy to digest and apply to your work.

And, now, we want to deliver the best content that is handpicked by our editorial team and delivered right to your inbox. Sign up for the Success newsletter and never miss out on our top articles.

Rich greetings tips and best practices

Last month, we showed rich greetings to the world. While we mentioned that they would help you be more engaging and interactive, we realized that we should give you more specific ideas on making the most of them. What’s the best way to do that other than giving you our best practices article?

Our in-depth guide discusses six different use cases and how to successfully implement rich greetings into various areas of running your business. Whether it’s lead generation, marketing automation, or scheduling appointments, we’ve got you covered.

LiveChat Essentials ChatBot template

We’re doing our best to make our products work seamlessly. This time, the Chatbot team came up with the LiveChat Essentials template. It will help you improve the customer experience by automating repetitive tasks and routing your chats when necessary.

The LiveChat Essentials template lets you add LiveChat-specific actions to your ChatBot Story. Your chatbot can transfer a customer to you, create a ticket, and close the chat after the conversation is over. Using this template, you can add a human touch to your existing Stories and deliver a better customer experience.

 

Make the most of the feedback you get at work

Receiving feedback and applying it to your daily work is crucial for your growth. Sharing your work with others requires courage. You have to embrace our vulnerabilities and approach receiving feedback with the right mindset. If you see feedback as a threat, you’re missing an opportunity to grow and learn. The key to successfully receiving feedback is understanding its value and treating it as a part of your learning process.

 

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