The long-awaited BoldDesk live chat feature is finally here! We are thrilled to introduce the new live chat and omnichannel support features in our September release.
BoldDesk is well-known for its dedication to exceptional customer service, and these features have been designed to elevate your customer support and deliver real-time assistance to your clients.
This blog gives an in-depth look at BoldDesk’s new live chat and omnichannel support features.
Introducing the new BoldDesk Live Chat feature!
We’re excited to unveil a robust, state-of-the-art live chat feature to transform your customer service. This tool allows you to manage live chat interactions seamlessly within BoldDesk, enhancing your support process and significantly reducing response times.
This feature allows your support team to handle multiple conversations, track the status of each interaction, and quickly access relevant customer information, all from within BoldDesk.
The result is a more organized and responsive support system that speeds up issue resolution and enhances the overall customer experience by ensuring that every inquiry is addressed promptly.
Real-time chat support
BoldDesk’s live chat support integrates into your website so your support team can provide immediate responses to customer inquiries.
It lets you connect with customers in real time, provide tailored support, and build stronger relationships.
With live chat, customers no longer have to wait for email replies or navigate through lengthy phone menus—they can instantly get the help they need when they need it.
Support agents are now able to provide assistance directly from this live chat platform by responding to these chats.
Customizable live chat widget
The embeddable live chat widget can be customized according to your website’s design. You can tailor the user interface to match your brand’s colors, style, and layout, providing a consistent look across your site.
Convert conversations to tickets
You can easily convert live chat conversations into support tickets for better tracking and resolution. This streamlines your support process and guarantees that every customer issue is tracked and addressed promptly.
You can transition seamlessly from a real-time chat to the automated ticketing system whenever an issue is too complex to be solved in the chat.
Send chat transcripts via email
This feature lets you email chat transcripts to your customers, offering a complete history of their interactions. This allows clients to reference previous conversations conveniently.
Whether for follow-up, clarification, or peace of mind, having access to a detailed transcript enhances transparency and empowers customers to keep track of their support journey.
Additionally, the chat transcripts help your support team track your customers’ journeys in order to provide personalized customer service based on client history.
By offering chat transcripts, you add value to your service by giving customers a tangible record of the assistance they received.
Send automatic email replies to offline customers
If a customer goes offline before receiving a reply, a response will be automatically sent to them via email, ensuring that thorough support is provided.
A seamless transition from chat to email guarantees no lost communication; customers can pick up right where they left off if they want to continue the conversation.
This feature enhances your team’s reliability and demonstrates your commitment to providing top-notch customer service.
Notify clients with message delivery and read receipts
You can notify clients that a message has been delivered, opened, or read. With delivery receipts, customers can have confidence that their messages have been successfully received, reducing uncertainty.
Read receipts for agents provide clear visibility into when a message has been seen by the customer, allowing your team to follow up more effectively and at the right time.
Analyze customer page visits before chat interactions
You can track and analyze the pages your customers visited just before initiating a chat, allowing you to gain insight into your customer’s behaviors.
By analyzing their browsing behavior, you can tailor your responses to address specific concerns, provide relevant information, and even proactively suggest solutions, making your support more effective and customer centric.
Additionally, this feature enables you to understand your customer’s journey through your website, helping you improve layout and navigation if necessary.
Stay connected on-the-go: Chat is now available on mobile!
Our new chat module for mobile lets you manage all customer interactions—whether via chat or social media—seamlessly in one app.
The mobile chat module empowers your agents to manage all customer interactions, regardless of the platform where they occur.
With it, your support agents can handle conversations effortlessly from any location to provide timely assistance and maintain customer satisfaction, even when on the go.
Expanded omnichannel support capabilities
BoldDesk has always been at the forefront of multichannel customer service offerings.
However, with the new live chat feature, plus WhatsApp and Facebook integrations, BoldDesk has evolved from a multichannel support platform to a comprehensive omnichannel customer service software.
This omnichannel inbox offering broadens your reach and strengthens customer engagement by delivering support on their terms.
These new BoldDesk integrations create a unified platform for you to deliver exceptional customer experiences. The next section describes these new WhatsApp and Facebook integrations.
WhatsApp integration
The addition of WhatsApp support into BoldDesk is a significant step towards a truly omnichannel customer service strategy.
With this integration, you can now manage customer inquiries directly from WhatsApp within BoldDesk.
The following are the key capabilities of this integration:
- Enhanced response times: Customer support agents can conveniently manage customer inquiries directly from WhatsApp.
- Effortless chat initiation: Every incoming WhatsApp message automatically initiates a new chat in BoldDesk, ensuring no customer query goes unanswered.
- Rich media support: Seamlessly exchange text, images, videos, documents, and other multimedia content with customers to provide comprehensive support.
- Automatic chat routing: Streamline your support process with group-based assignments for WhatsApp messages.
- Scalability: Incorporate several support phone numbers into the WhatsApp helpdesk integration to meet increasing support demands and broaden your outreach.
Facebook Messenger integration
You can now optimize your social media customer support process with BoldDesk’s integration with Facebook Messenger.
This integration enables you to manage customer interactions from one of the world’s most popular messaging platforms directly within BoldDesk.
The following are the key capabilities of this integration:
- Convert Facebook messages to chat conversations: Automatically start a conversation in BoldDesk whenever a customer initiates a chat or sends a private message on your Facebook page.
- Centralized communication: Respond to customer messages directly through BoldDesk without switching between the two platforms.
- Multimedia sharing:Exchange text, photos, videos, audio, and documents with customers or potential customers to provide thorough support.
Facebook post comments integration
The new BoldDesk integration with Facebook post comments allows you to manage and respond to comments on your posts directly within BoldDesk, ensuring you never miss an opportunity to engage with your audience.
The following are the capabilities of this integration:
Convert Facebook comments to chat conversations: Manage and respond to comments on your Facebook posts directly within BoldDesk. This feature automatically creates a helpdesk conversation whenever a customer leaves a comment on your page.
Multimedia sharing: Engage and connect with customers using various media such as Go beyond text, photos, videos, audio, and documents.
Keyword-based filtering:To avoid overwhelming your inbox, you can restrict comments being converted into chat conversations based on specific keywords. This way, a conversation will only be created if the specified keywords are present in the Facebook message.
With BoldDesk’s omnichannel support capabilities, you can provide exceptional customer experience that drives satisfaction.
Provide real-time support with BoldDesk today!
At BoldDesk, we understand that having the right tools to provide excellent customer service is crucial. That’s why we constantly collect user input, examine new industry trends, and create new features to ensure our customer support software is dependable and effective.
Our latest features will empower you to deliver seamless, instant, user-friendly customer support that consistently exceeds expectations.
If you’re not yet using BoldDesk, contact us to set up a live demo and discover how BoldDesk can revolutionize your customer support. You can also sign up for a 15-day free trial and test out these features yourself.
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