The live chat offers you the opportunity to get in touch with your contacts directly via the website. This allows you to resolve enquiries quickly and efficiently.
Of course, this fast form of communication also poses some challenges that you can optimally solve with our Automations.
Automations is the smart engine of Superchat. You can easily use the live chat communication channel in all your automations. Here you can see how you can achieve optimum results with the combination of Live Chat and Automations.
Process enquiries faster and more efficiently
When customers text you via the live chat, they expect a quick response because they don't want to or can't stay on your website for long. This is how you solve this challenge:
Communicate response times transparently using automations and give your contacts the option of switching to another channel, such as WhatsApp. Your automation can then look like this:
Trigger: New message, only once per contact
Action 1: Send a friendly message thanking them for their interest and letting them know that you will respond in a few minutes.
Action 2: Send another message directly after message 1, in which you give the option to switch to WhatsApp. Of course, your contacts can also stay in the chat, and you can reply accordingly.
Action 3: If you ask contacts for their number or email address, you can of course identify their response by using the ‘Wait for reply’ action.
Action 4: You can now update the contact with the data you have received. Depending on how you set up the automation, you must ensure that the formatting for email or phone number is set correctly to be processed in Superchat.
Pre-filter requests using automations: For example, you can pick up on frequent topics in advance in a welcome message. As we do not (yet) support buttons in live chat, you can work with numbers here. For example: 1️⃣ for option 1, 2️⃣ for option 2 and so on. Your contacts can then reply with a number to progress in your automation.
Identify your website visitors
You can identify incoming messages from anonymous website visitors using Automations. To do this, simply start a name query before you process the enquiry.
This automation is particularly helpful if you need to know who is writing to you right at the start of the conversation. However, not all of your visitors will complete the automation. Simply see how well your automation works over time and at which point a particularly large number of contacts drop out.
You can find a separate article on the topic of identifying contacts here.
Initiate a channel handover if it takes a while
Are you taking care of a problem in the live chat and realise that it's taking a little longer to resolve? Simply enable your contacts to switch to another channel such as WhatsApp by using a manual channel handover.
To do this, create a new automation with the manual trigger as the trigger.
Trigger: Manual trigger
Action 1: Send a friendly message in which you point out that the solution is taking a little longer.
Action 2: Send a second message in which you offer your contacts to switch to another channel, on which you then proactively contact them. You can add numbers to the channels, for example, so that your contacts send the corresponding number for the relevant channel. For example, use 1️⃣ for WhatsApp, 2️⃣ for instagram, etc.
Action 3: Add a ‘Wait for reply’ action. Here you validate according to the number that the contacts have sent.
Filter 1: Add a filter. Depending on the number, you direct your contacts to a different path.
Action 4 (repeat for each path): Then send your QR code or messaging link (WhatsApp-me link, Instagram-me link etc) to your contacts via ‘Send message’. It is best to use both the QR code and the link so that your contacts can proceed directly on both their desktop and smartphone.