Connecting new communication channels

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Online chat on the website

To solve the problem of transferring website visitors to digital channels, it was decided to first connect a chat to the website . It allows you to resolve a user's issue within a few minutes and increase the conversion of the site. If necessary, the client can attach a file to the request in the chat, for example, a screenshot kuwait mobile database or a photo of the order.

The most popular questions are requests for a loyalty card, technical and reference issues, clarification of the order status, etc.

To collect contacts of website visitors before the start of the dialogue, as well as a more personalized response, the company added pre-chat fields, where the user can leave their name, phone number and email.

Using routing settings, the company added departments to the pre-chat field, which the client can contact. Thus, the request will go straight to the right specialist.



In the chat, it is possible to rate the dialogue. The company uses this function to analyze user satisfaction. In addition to monitoring all chats with a low rating, Smile of the Rainbow has a Quality Control Department that regularly conducts a free sample and analysis of interactions between operators and clients, provides feedback and works to improve the quality of service.



Messengers

For the convenience of choosing a communication method, the most popular messengers among users were chosen as additional digital channels: Telegram, WhatsApp, Viber. In them, visitors can clarify information on delivery, order status, loyalty card or technical issues. In addition, in these channels, as well as on the website, it is possible to exchange additional files, such as screenshots or photos. This speeds up the process of resolving the issue, since some clients may miss a message in the mail, and messengers and social networks are always at hand.