All messengers in a single CRM window. What is new in the SMART Chat solution?

Providing every customer with a convenient communication channel is a top priority for businesses. For this purpose, companies use all available communication channels: Facebook Messenger, Telegram, Viber, WhatsApp, Instagram, or other popular messengers. This creates the most favorable conditions for personalization and better customer experience.

However, the more channels a business uses, the more difficult it is to control them and maintain a high quality of service. The lack of a quick response from support can be seen as neglect and poor service. How can you avoid neglecting a customer’s request?

We suggest you consider the current SMART Chat solution, which allows you to build clear communication with the client within a single platform using familiar messengers. Today, we are talking about the new available functionality of SMART Chat. A more detailed list of updates can be found below.

A list of the latest updates

1. Automatic replies to bot subscribers on events

The ability to include automatic notifications that the subscriber will receive when an event occurs in the communication processing via SMART Chat has been added. The message text can be customized. The following types of responses are available:

• an automatic response when a message is received in the general queue for operator search;
• an automatic greeting message when the operator starts a communication session;
• automatic warning about closing the communication session due to inactivity for a certain period;
• automatic message – ending the conversation (Farwell message when the operator closes the communication session).

2. Support service working hours management

From now on, you can specify the working days and working hours of the support service via a chatbot. In addition, if you receive a request outside of working hours, you can customize the message that the customer will receive.

3. Automatic distribution of communication sessions

The updated functionality of the solution also adds the ability to enable automatic distribution of communication sessions to the responsible manager if necessary. If the responsible manager is online, the message will be automatically assigned to the manager without being placed in the general queue for processing.

4. Displaying the operator’s name in the communication history

From now on, an operator of SMART Chat will see not only the content of the interaction with the client in the history of previous communication but also the name of the operator with whom the client previously communicated, which will allow them to clarify the details with a colleague.

5. Additional channels available for connection

The current release of SMART Chat adds Viber and Instagram Direct channels to expand business communication and customer support.

What was previously available?

We remind you that in the previous release of SMART Chat, the following features became available:

• Emojis.
• Files and images exchange with customers.
• Use of quick answers from a previously prepared library.
• The ability to attach the current conversation to an existing record in the system (Contact, Organization, Order, Inquiry, etc.) or to a new one.
• Flexible customization of the list of objects eligible for attachment to a conversation.

With each release, SMART CRM solutions become more functional, convenient, and powerful. We work on relevant and market-demanded features every day to empower businesses to effectively interact with customers throughout the entire customer lifecycle.

Follow the updates of the SMART CRM platform on our blog or on Facebook.

Do you want to understand whether SMART CRM is suitable for solving your tasks? Feel free to contact us, and our experts will answer all your questions and help you choose the right solution.

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