Thanks to the capabilities of the client card, you can create your client base directly in LiveTex without using an external CRM. The base is automatically replenished: with each new request, a client card with contact information is created.
In addition, the card functionality allows you to:
- add cards manually;
- change client name;
- edit or delete contact information;
- combine several cards into one and see the entire history of correspondence from different channels in one place;
- send outgoing messages directly from the customer card.
With the help of a client card, you can transfer communication from one channel to another. For example, a client contacted you in a taiwan whatsapp number data chat on the website, but during the dialogue realized that it would be more convenient for him to receive an answer in a messenger. In this case, you can ask for his WhatsApp* contact and send the solution to a convenient channel.
Performance Analysis
LiveTex allows you to analyze statistics on the channel and the work of operators.
In the “channels” section, you can track the total number of requests in WhatsApp* for a period (day, week, month, etc.), the average waiting business sale lead time in the channel, the volume of requests in the channel that operators can process effectively.
In addition, in this section you can analyze the average response time in the channel, the number of processed and unprocessed requests, the duration of communication for each dialogue.
We recently added analytics for outgoing messages in the WhatsApp channel*, now you can track:
- Is the mailing list up to date?
- Do all letters reach their recipients?
- Which messages are read more often: notifications about discounts or the arrival of a new collection?
Process management
LiveTex has three tools that help manage communication with clients.
Routing
With its help, you can distribute customer requests among groups of operators so that users immediately get to competent specialists.
- Do you want to actively sell in the channel or provide general advice? Choose which departments will work with how to choose a chatbot for business? requests in the WhatsApp channel*.
- Set limits for each operator to manage managers’ productivity.
- Select the application distribution algorithm. We always recommend choosing a uniform application distribution to control the load on operators.
Online monitoring
An indispensable tool for monitoring employees’ work in real time. With its help you can evaluate:
- number of active dialogues;
- are all operators online;
- is there a queue of requests in WhatsApp*;
- What is the average response time during peak hours?
Supervisor
Allows you to quickly help operators with complex questions.
- observe the course of communication;
- send internal prompts to operators;
- transfer the dialogue to more competent employees;
- Monitor SLA violations.
Conclusions
Let’s recall the key points of the article once again:
WhatsApp* is the most popular messenger in the world. This is confirmed by statistics: the number of WhatsApp* users worldwide exceeds 2 billion, and the message open rate is over 90%. Using this channel to support customers will help you get closer to them and speed up the resolution of issues.
The messenger has the ability to send outgoing mailings. Thanks to the integration with LiveTex, you can create and send them using marketing message templates, add buttons, links and images for an active call to action.
Also, the integration of WhatsApp* with LiveTex will make working with the channel even more effective using the following tools.