We like to stay fresh!
We’re coming to an end of the redesign of our app. One of the last steps is the Reports section. Besides the new, cleaner look, we’ve added a few long-requested features.
Look for trends with period comparison
Compare present with past data to see if you are on top of your goals. Whether it’s increasing customer satisfaction or decreasing the number of tickets.
Schedule shifts with ease
Heatmaps are very useful when planning shifts, as they show the busiest time of the day visually. The darker the color, the bigger the workload for your agents. Heatmaps are available for the total chats, queued customers, and new tickets reports.
With all the changes, we made sure that all existing features are still there, so you don’t need to worry that something you use every day is missing.
Let us know what you think
In the upcoming weeks, we want to introduce an exciting feature—chat history in the chat widget. Which means your customers will be able to view their previous chats when visiting your website again.
To do that we had to make some improvements in the chat widget:
Pre- and post- chat survey answers displayed for the customers
Now your customers can see the info they provided both in the pre- and post-chat surveys.
The conversation is visible until the session is finished
Before, when the post-chat was on and the chat was closed, the customer couldn’t read the conversation anymore. And if they wanted to check something quickly, they had to start a new chat and ask for the information again. Now, when the chat is closed, the customer has access to what was written until they close the browser (or refresh the page).
We added a few interface changes to make things easier for your customers, like better readability in the Modern theme, or icons in the Smooth theme.
Please note that these changes are only available in the new chat widget. To switch to the new chat widget, go to Settings → Chat widget → Customization and click on Discover the new look. Confirm by hitting the Save button.
Test a new feature: Chat history
As mentioned before, we want to ship chat history in the chat widget soon. If you want to test this feature before we release it to all LiveChat customers – fill in this form. We’ll get in touch as soon as we’re able to launch it for you.
Meet your LiveChat Home. Where you can keep an eye on the most important metrics. See how many chats your agents are currently handling. And check if you are on top of your sales and support goals.
You can view the Home section by clicking on its icon in the menu. You will find it in the top left corner of the LiveChat app.
We just shipped two new features for our BigCommerce integration, that make using LiveChat easier both for Agents and Admins.
Now, all agents can send product cards right from the LiveChat app. It’s very easy; you search for a product, select it and hit send. Each card contains an image, a description, and a link to the product page.
Have more than one store? Not a problem. You can easily switch between products from each one of your connected stores.
All that without leaving the LiveChat app. No more jumping between chats and product pages in your store.
You are an admin and take care of how LiveChat performs on your website?
With Dashboard, you have access to data on greetings conversion, customers browsing your site, the number of unassigned tickets and many more. Right in the BigCommerce app.
Another part of our app was redesigned. This time, we are happy to introduce the Tickets section with a fresh, new look.
Now, you can quickly manage your tickets thanks to clear layout, intuitive filters, and neatly organized details. We’ve also added an All tickets tab so you can find a ticket even if you don’t know its status.
Learn more about what has changed from our post on LiveChat Developers Blog>.
From now on, you can decide what information (and in what order) is visible in Customer Details. All that, so you can have all the data about your customers close at hand.
What’s even better, you can add these apps: UPS Delivery Status and Hubspot as widgets in Customer Details. Which means no more switching between tabs and more time to provide excellent customer support.Learn more about Customer Details.
We’re constantly working on the Agent app so it has more powerful features but stays easy to use. Today, we shipped redesigned Archives.
What has changed?
- The new design is easier to work with. Clear division between a list of archived chats, chat feed and details, makes you know what is what immediately.
- You can see all chats with a particular customer with one click.
- The old filters like Agents, Groups, Tags, Sales, etc. are still there. Now, you can set them to return results that meet one or more conditions. For example, all chats that were tagged with either Support or Sales tags.
- Last but not least, it is possible to sort chats by date.
I want to let you know that our Zendesk integration has been updated! From now on, when you’re creating a ticket in Zendesk, LiveChat will load custom fields from your Zendesk account. You can populate them with additional information about your customers, gathered straight from the chat!
But that’s not all! You can also choose a field to which LiveChat will automatically attach ID of the chat, from which the ticket was created. Just in case that you’d like to keep record of which chats resulted in creating tickets.
Click here to learn how to integrate LiveChat with Zendesk and how to get started with all those new features!
I am very happy to announce that from now on, LiveChat supports rich messages. What does it mean exactly? That you can mix and match: text, images, and buttons to create personalized product cards and clickable menus. Send them right on chat to provide better support and boost sales.
We are only getting started, and for now, you can create rich messages through our integration with ChatBot. All messages sent by bots are displayed both in the chat widget and the Agent App.
Read this article to learn more about the benefits and capabilities of our newest feature.
About two months ago we shipped our new, robust chat widget configurator. But we’ve never stopped working on it. Today, I want to show you what has changed since the big premiere, and what new options are available.
What has changed
First, thanks to a collapsible menu, you can quickly find the setting you are looking for.
Second, now you can change not only the widget’s position (left/right) but also its side and bottom spacing.
Third, you can choose different visibility options for your chat widget – head to our article on Chat widget visibility to learn more.
What is more, visibility, chat widget position and widget type can be set separately for mobile devices.
Last but not least, Preview shows not only the widget’s appearance but also its alignment on your website.
Curious about these features? Go to Settings → Chat window → Customization and try them out.
Talk to us
Did you like what we did with the Chat widget configurator? We always welcome your feedback. And don’t forget our Support Heroes are there for you 24/7/365.