Customer Chat Handover via Join Chat & Signature Message

Join Chat" and "Signature Message" are two new features in BotSailor Live Chat to bring more flow in teamwork. These two tools help to bring more speed in customer problem resolution, transparency, accountability in team members, and give a clear track record of when team members join or leave a conversation. The "Join Chat" option and customizable Signature Message provide your team a professional conversation flow to improve the customer experience. In this blog we have given a comprehensive guide and use case of Join chat and the Signature massage feature in the BotSailor live chat. 

Table Of Content

• What is BotSailor Live Chat?
  
• How does the “Join chat” handover feature enhance Customer support?
  •        Use case of Join Chat feature
• What is a Signature message?
  
  • How to customize Signature massage 
    
• Conclusion

What is BotSailor Live Chat?

BotSailor live chat is an all in one shared inbox for Website chat, WhatsApp, Facebook, Instagram and Telegram; from where team members can send and receive messages, add labels to specific customers, and more.
Read our comprehensive blog on Live Chat A Shared Team Inbox to learn more about the features and uses. 

How can the “Join chat” feature enhance Customer support?

The live chat join is a newly added button that a customer agent has to click to send a message to the customer. 

After clicking the “Join Chat” option, the live chat panel will auto reload and a new agent can take over the conversation. 

Use case of Join Chat feature

What is a Signature message?

A signature message is a short message that can be sent after the new agent joins in the conversation, this message will be sent to the user to confirm that the user is talking to another person. 

The new agent has to select the send signature message to the subscriber and after clicking the Join chat a message will be sent to the user addressing that the new agent is now connected with the user.

How to customize Signature massage 

The Signature Message can be customized from the Bot manager settings > configuration.

The agent can send their name to the user also if the name variable is used in the Signature Message. After the desired changes, the setting needs to be saved.

Conclusion

The Join Chat feature is a handy feature that can help when someone has more than 1 team member. Also, the signature message is a convenient way to inform the customer about the conversation handover to a new agent. The admin can monitor everything who came in and who is now connected with the customer 

For team collaboration, this small feature can make a huge difference and can bring more speed to customer problem resolution. 

Start using BotSailor for Business automation and give your team the best tools for collaboration.

FAQ

Why is conversation handover important?

Conversation handover can make communication and issue resolution fast. When a team member encounters a technical or complex query they cannot handle, passing the conversation to a more qualified teammate improves customer satisfaction and saves time. It reduces frustration for both the customer and the agent.

What is BotSailor Live Chat?

BotSailor's Live Chat is a real-time communication inbox for Web chat,  WhatsApp, Facebook Instagram and Telegram, From where team members can directly chat with customers, provide instant support, and more through this shared team inbox.

How does the “Join Chat” feature help in team collaboration?

The “Join Chat” feature allows team members to collaborate efficiently by enabling one agent to take over a live conversation.

How to edit the Signature Message?

To edit the Signature Message, follow these steps:

Go to Bot Manager Settings > Configuration.

Can the admin track conversation handovers?

Admin can see conversation handovers and can see who handed over the conversation, which agent joined the chat and the timing of these actions. This transparency ensures accountability and effective team management.

What are the benefits of using the Signature Message?

This Informs the customer about the handover. Adds a personal touch by including the agent’s name.

What happens when the “Join Chat” button is clicked?

When the “Join Chat” button is clicked by the new agent, the live chat panel auto reload 

And a new agent can send messages to the customer.

Can I disable the Signature Message feature?

Yes for the Bot Manager > Configuration > Shared Inbox Signature Message Configuration the Signature message can be disabled. 

How does BotSailor Live Chat work?

Your team can manage customer interactions in one place with BotSailor Live chat - a shared inbox for Web Chat, WhatsApp, Facebook, Instagram and Telegram.

How does "Join Chat" Work?

"Join Chat" lets a team member take over an ongoing conversation - great for customer support.

What is a Signature Message?

A customized notification to the customer when a new agent joins a conversation confirms the change in support - called a Signature Message.

But why is conversation handover important?

Handover lets team members quickly resolve issues when a query requires expertise that another agent has.

So how does Join Chat improve customer support?

It allows fast agent switches which may be required for complicated queries or in case an agent needs help.

Can I Customize the Signature Message?

Yes - you can customize the Signature Message from the Bot Manager settings to fit your brand tone and include agent names if you wish.

How does the Signature Message enhance customer experience?

It informs customers about the conversation handover, which is more personal and transparent.

What does the Join Chat button do?

This live chat panel auto reloads and the new agent can engage with the customer.

Can I turn off the Signature Message feature?

Yes, from Bot Manager settings the Signature Message can be disabled.

What makes the Signature Message personal?

The message could include the agent name so the customer knows they are speaking with someone else.

Do you keep track of conversation handovers?

Admins can track when a handover occurs / who started / which agent joined the conversation / etc.

What does the agent know to do with the "Join Chat" feature?

Agents should use "Join Chat" if they need help with a customer query or the current agent is unable to continue.

Who joined the conversation - can the customer see who joined?

Yes, a Signature Message will be sent to the customer indicating the agent change.

What Message format should I set for the Signature message?

And yes, the Signature Message format can reflect your brand's style of communication.

Can this "Join Chat" process be automated?

The Join Chat feature requires an agent to manually activate it, but you can provide guidelines for when agents should use it.

Can admins look at the conversation handover?

Yes, the history of handovers is visible to admins. With Signature Messages both the customer and the admin can be informed which of the available team members is now on Live chat.

What are the supported platforms for botSailor Live Chat?

BotSailor supports Web chat, WhatsApp, Facebook, Instagram & Telegram.

What are the best live chat solutions for websites?

There are many website chat solutions, among them BotSailor Web chat is best, because it has an AI assistant and can retain the context of the chat. 

How to improve customer experience over a chat?

Using a common Live chat for all communication channels is the best way to improve customer experience. 

Benefits of working via live chat?

Live chat supports real-time communication with the customers, it reduces response delay and supports multitasking. This increases efficiency & trust & provides an easy way for customers to get support.

Do live chat services have a market?

Live chat is commonplace in e-commerce / SaaS / healthcare and financial services / financial services / etc. Live chat is becoming more important to businesses for increasing customer engagement and sales.

What is missing from your live chat solution?

Frequently these gaps involve something like CRM integration or relatively robust analytics or multilingual support or conversation handover, where Botsailor gives most of those solutions. 

So what makes good customer service?

Good customer service involves timely, sympathetic and effective responses to customers 'needs. It involves active listening, correct solutions & positive experience.

What are the major problems in customer service?

Typical issues are delayed responses, no personalization, insufficient agent training and badly performing issue resolution processes.

What is the best way to resolve customer issue?

Know what the issue is, speak empathetically and clearly, and provide a quick fix. Check that the resolution satisfied the customer.

How does customer service affect the customer?

Customer service brings satisfaction, loyalty and brand perception directly. Positive experiences promote repeat business, while poor service causes customer churn.

 What happens to customer complaints? What are its solutions?

Listen actively; acknowledge the concern; apologize; and offer a solution. Empower agents to actually address issues and follow up to confirm satisfaction.

How to build your perfect team?

Hire people who communicate well and who enjoy problem-solving; give lots of training; create a supportive work environment that encourages collaboration.

What is the need for good customer experience?

A positive experience builds loyalty, repeat business and referral business. This helps to maintain competitive advantage.

What to do when a customer is irate?

Keep your cool, listen without interrupting and understand their frustration. Offer solutions, & escalate to a superior if required.

Can you suggest a tool to improve customer interaction?

You can try BotSailor. It offers live chat, chatbot building and multi-platform support for channels like WhatsApp, Facebook and Instagram enabling businesses to engage customers.