In a highly-competitive world, customer support has become a unique selling point and a tremendous asset to businesses. Time and time again on reviews – lack of customer support and long wait times are generally associated with one-star reviews – which can be highly damaging.
Convenience is King. An astounding 79% of clients state they prefer to live chat, because of the convenience. No scrambling around trying to find a pen ran out of ink three years ago – you have everything in front of you.
For this tutorial, I will be using Jivochat, a live chat software, that allows you to call your prospects and customers directly through the software – which allows you to solve problems faster and increase engagement with customers.
Live chat is also essential and a more accessible communication channel for a customer who is unable to call your agents directly. The number of conversations is increased thanks to automatic proactive invitations that are sent to visitors on your website, which helps service their needs.
What you will need:
- A Zopto Agency Account
- A Jivochat Account
tldr; Video Overview (with steps below)
Once you have logged into your Zopto Agency Account, click on the “Agency Dashboard”
Click on “Settings” option, on the left-hand side.
Brand Zopto with your own logo & domain and give your clients a login to the platform as if you built the dashboard in-house.
Head over to Jivochat and create an account. With a simple and user-friendly JivoСhat administrative panel you will always have an up to date data about your team and customers activity.
Head over to “Manage” and then “Settings”.
After this menu, you should see a menu with a lot of options appear. Click on “Installation”.
On the Installation Tab, you can find your “Snippet Code”. You can also integrate easily with a lot of other applications too!
Take this Snippet Code and replace it in the code below (example beneath)
You now have fully functional chat software in your Zopto account. All of your users can now speak with you directly through their version of the Zopto portal through Jivochat. Test this out by typing in some messages in the live chat and familiarise yourself with Jivochat.
In the video (top) you can see messages instantly going back and forth instantly. I also downloaded the mobile app, which allowed me to deliver exceptional customer support, even when I was walking my dog.
When a user logs in to their white-labelled Zopto Portal, the Jivochat chat will appear nicely in the bottom right-hand corner.
You can now speak directly to them. I removed the Jivochat logo for and played around with the colour scheme!
You can also use Jivochat to text and call through the chat software. Texting clients is an easy and convenient way to clarify order details, send a business card message, or simply catch up with a customer who hasn’t been reached.
Client calls can always be missed. It’s more probable that your customers will read short text messages, especially if they’re sent directly to their phones.
Online chat support today is a standard for companies who care about the service level they provide. By providing the option to chat, you become one step closer to your customers, and they will appreciate it.