With most businesses online these days, talking directly to customers in a personal way is super important for success, particularly on WhatsApp. As WhatsApp being one of the most popular messaging platforms globally, it has become a vital tool for businesses looking to enhance customer engagement.
BotSailor's Live Chat Platform for WhatsApp is a great tool that you can use for customer support. It combines the power of chatbots with the flexibility of live chat. Which can bring business success in your WhatsApp Marketing journey.
In this blog, I'll talk about the benefits of live chat, what makes BotSailor's platform special by explaining its functionality, and how it compares to other live chat tools. I'll show you why BotSailor is the best choice for your WhatsApp business conversations.
Running an online business is very tough now. Everyone has the same resource as you have. But the winners are the ones who know how to talk to customers and do marketing well.
With over 2.9 billion active users globally, WhatsApp has become one of the biggest platforms for marketing. Using Live chat features your business can aim to provide real-time customer support and enhance the overall customer experience and generate more leads.
Here are some of the key benefits:
Instant Communication: Live chat allows businesses to respond to customer inquiries in real-time, reducing wait times and increasing customer satisfaction.
Personalized Interaction: Unlike traditional customer support channels, live chat on WhatsApp allows for personalized communication, where customer service agents can tailor their responses to individual customer needs.
Increased Customer Engagement: The convenience of live chat encourages customers to reach out more frequently, leading to higher engagement rates.
Improved Customer Retention: With quick and efficient support, customers are more likely to remain loyal to a brand, leading to higher retention rates.
Cost-Efficient: Live chat reduces the need for extensive phone support, cutting down on costs while still providing excellent service.
To use BotSailor Live Chat, first you need to create a chat widget from the BotSailor Bot Manager settings. When creating the chat widget, be sure to use your official WhatsApp number for the bot account.
Once you've created the chat widget, you can pin your WhatsApp Chat button on your landing page and any other important pages of your website where you think it would be beneficial. This allows your customers to easily start a conversation with your live chat agent if they have any questions or need assistance.
You can also add BotSailor's AI to your chatbot. This allows your customers to get basic information about your business without having to wait for a live agent. If necessary, your agents can also take control of the conversation and assist the customer further.
BotSailor offers a free WhatsApp live chat solution for your website, allowing you to connect with your customers in real time. Simply create a chat widget and pin it to your website to provide easy access to your WhatsApp chat.
BotSailor's Live Chat Platform makes it easy to help customers and work together as a team. We offer many tools to make your WhatsApp Marketing journey smooth. Let's take a closer look at what it can do:
Seamless Integration with WhatsApp: BotSailor makes it easy for businesses to connect with their customers on WhatsApp. By integrating directly with WhatsApp via WhatsApp API, BotSailor allows businesses to manage customer interactions seamlessly within the familiar app. This means customers can contact businesses through a channel they already use and trust, making communication more convenient and effective.
Personalized Communication: BotSailor enables businesses to personalize interactions based on customer data. This ensures that every conversation is relevant, boosting customer satisfaction and loyalty.
Team Collaboration: BotSailor is designed with team collaboration in mind. Multiple agents can handle different aspects of customer queries, ensuring a comprehensive and cohesive response. This feature is particularly beneficial for remote teams, allowing them to collaborate effectively regardless of location.
Customer Service Team Collaboration: BotSailor offers tools that enable customer service teams to work together efficiently. Features such as internal notes and assigned agents allow agents to collaborate on complex issues without the customer being aware, ensuring a smooth problem solving process.
Collaboration Tools for Remote Teams: BotSailor has tools that help teams work together even if they are not in the same place. These tools include shared inboxes, assigning tasks to different people, and ways to work together in real time so everyone is on the same page.
Analytics and Reporting: BotSailor provides detailed analytics and reporting tools that help businesses track customer interactions and team performance. This data is invaluable for making informed decisions and continuously improving customer service.
So until now in this blog i have discussed how BotSailor can be helpful, now let's get a closer look at the Live Chat tool and all its features:
BotSailors Live Chat is a tool with many functionalities. At first when you log into your BotSailor admin account and go to WhatsApp Live Chat from the dashboard.
You can see that the whole live chat page can be divided into three sections. So in order to explain it properly to you, I'm going to go through each section at a time and explain every function of it. They are:
This section is primarily designed for showing all your whatsapp subscribers in one place, after you put your WhatsApp business number on your website or you pin a chat widget on your website, whenever a customer messages you on that number or chat widget instantly they become your subscriber.
In this section, you'll find a comprehensive list of all your subscribers. As shown in the screenshot, there's a Search Bar at the top. Simply enter a subscriber's name to quickly locate and start a chat with them.
This feature is especially useful during busy times when you're juggling multiple customer conversations. If a customer's response is delayed, you can easily switch to another chat without losing track of the original conversation. Just use the search bar to find the customer's name and resume your chat.
Mine chats: BotSailor's Team Collaboration feature allows you to assign specific agents to handle particular customers. You can create multiple agents for different chats. Once an agent is assigned, they can view their assigned chats in the Mine section of the Subscriber list.
All chats: This option shows you a list of all customer conversations.
Unread chats: Here you can see all the messages that are unread in your list. It is very useful when you are in a rush and you can find which chats are being unread. With this option just click on it and all Unread messages will be in front of you.
Archived chats: This option is used for saving or storing past conversations for future reference or analysis. This feature allows you to track customer interactions, improve customer service, train new agents, and comply with regulations.
By analyzing archived chats, businesses can identify areas where they can improve their service, provide real-world examples to new agents, and ensure compliance with industry standards.
Blocked chats: This feature is typically used to prevent unwanted, spam or abusive messages.
Resolved chats: This one is for a resolved customer list.
For a comprehensive guide on how to use Live Chat effectively, I've included a link to the BotSailors Live Chat YouTube video at the end of this blog.
Chat Window is a very crucial part of BotSailors Live Chat. You basically chat with your customers in this section.
It is filled with various important features like “Mark As”, “Translate message”, “Replying Messages”, “Rewrite with AI”, “Send Flows or Message Templates”, “Canned Responses” and many more.
Mark As: You can make any customers chat unread or archived and even block any spamming customer from this section using the Mark As feature.
Follow Up Reminder: The Follow Up feature is a useful tool for customer support teams. It acts as a reminder, allowing you to schedule a time to reply to a customer's chat when you're unable to respond immediately. This is especially helpful when you have multiple chats going on or when you need to gather more information before providing a response. By setting a follow-up time, you can ensure that no customer message goes unanswered and can better organize your workload.
Translate message: This option allows you to instantly translate text messages from one language to another. This is particularly useful for businesses that serve a global customer base or for individuals communicating with people who speak different languages.
If you have any foreign customer who is messaging you in their language, simply click on the translate button to translate the message and you can also see which language it is and reply back to him in his own language making the customer support more personalized. Which can ultimately gain customers' trust and lead you towards a sale.
Rewrite with AI: You can automatically generate appropriate responses based on correct grammar, spelling, and punctuation errors using this option.
Send Flows or Message Templates: Send flows or message templates are pre-written sequences of messages or bot flows that you can use in live chat conversations.
Canned Responses: Canned Responses in live chat are pre-written messages that you can quickly insert into a conversation. These templates are designed to streamline interactions, especially for frequently asked questions or common scenarios.
Ready to dive deeper? Our YouTube video offers a comprehensive look at these awesome features. Don't miss it!
The Chat Actions section is a powerful tool for enhancing customer support. Here, you can perform various actions to provide exceptional service. For instance, you can easily subscribe or unsubscribe customers, pause bot replies temporarily, and reset user input flows to ensure a seamless experience using the Actions button.
Assign Agent: Next, you can assign an agent to a specific subscriber, add a subscriber to a label, or create a message sequence. These features can help you and your team work more efficiently and optimize team collaboration.
Labels: Labels in live chat are like tags or categories that you can use to assign a customer to a specific category.
A customer support agent might use labels to categorize customers based on the topic (e.g., "billing," "technical support," "returns"), customer location, or the agent who handled the conversation. This makes it easier to find specific conversations, analyze customer data, and ensure that customer inquiries are being addressed efficiently and effectively.
Leverage Assigned Custom Fields and Add Notes feature to streamline customer support. Collect essential customer data to provide more personalized and efficient assistance. For large teams, storing customer information in custom fields helps agents quickly understand chat history and offer timely, informed support.
Inside 24 hour window: This is a countdown timer that indicates how much time remains before the chat window automatically closes. WhatsApp has a 24-hour rule, which means that if a customer or subscriber messages you, the timer will start counting down until the next 24 hours are over.
When it comes to choosing a live chat platform for WhatsApp, there are several options available. However, BotSailor’s platform offers distinct advantages over its competitors:
In conclusion, BotSailor’s Live Chat Platform for WhatsApp Chatbot is a powerful tool that offers everything your business needs to provide exceptional customer service. From seamless integration with WhatsApp to advanced team collaboration features, BotSailor provides a comprehensive solution that outshines its competitors.
Whether you’re looking to improve customer engagement, boost team collaboration, or simply provide a better customer experience, BotSailor’s platform is the best choice for businesses looking to stay ahead in today’s competitive market.
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(1) Comments
Md Rasel
It is an informative blog that helps the readers better understand. Thanks.