The Web2Chat Messenger provides a versatile and customizable chat interface that enhances customer engagement by supporting personalized and in-context conversations. The Messenger allows you to adjust elements such as color, layout, and content, enabling a seamless and branded experience for your users.
Key Functions and Features
Below is an overview of how the Web2Chat Messenger works and what each of its features do.
Personalized Customer Engagement
The Web2Chat Messenger allows you to engage customers with personalized, proactive messages right from the start. Through a Welcome Message that greets customers upon opening the Messenger, you can create an inviting, friendly experience from the first interaction. This message is customizable in multiple languages, helping you reach customers in their preferred language and set a positive tone.
Streamlined Communication Spaces
The Messenger is organized into several Spaces, each serving a distinct purpose to streamline communication and keep information accessible. Here’s how each Space contributes to a smoother experience:
- Home Space: The main hub for customers, where they can access tools, search for articles, or reach out to support. You can customize the Home Space with apps and options, such as Help Center links or announcements, so customers can independently access the information they need.
- Messages Space: A permanent area for inbound and outbound conversations, ensuring that customers and team members can communicate seamlessly. This centralizes all conversations, giving customers a direct line to your team.
- Tickets Space: Designed for support requests that require tracking, the Tickets Space allows customers to view and manage their open tickets, promoting transparency and making it easier to follow up on complex issues.
- Help Space: An in-context help center where customers can browse articles and guides, enabling self-service support for common questions.
- News Space: A dedicated feed for important updates, such as new features or product announcements, allowing you to share timely information with customers without disrupting their experience.
Lead Collection and Consent Forms
To support efficient customer service, Web2Chat Messenger includes Lead Collection options that enable you to gather essential information from customers before they start a conversation. By using customizable pre-chat forms, your team can capture details about the customer’s issue, reducing response time and helping agents address issues quickly.
You can also include a Consent Form to obtain customer permissions for data collection or specific actions, providing transparency and respecting customer preferences. This form can include links to your Privacy Policy, ensuring that customers are informed before giving consent.
Customizable Apps for Self-Service
The Messenger Home Space can be further enhanced with apps that guide customers toward self-service options, reducing the demand on live support. For example, you can add apps that allow customers to start a conversation, search Help Center articles, view News announcements, or explore other custom tools. Including these options encourages customers to solve simpler issues on their own, which improves customer satisfaction and keeps your team focused on complex inquiries.
Conversation Customization and Team Introduction
The Messenger provides multiple ways to customize customer interactions and introduce your team effectively. You can configure the Start Conversation Button Text separately for team members and the Aura AI Agent, creating different call-to-action phrases (e.g., "Contact Support" or "Ask a Question") that resonate with customers based on their needs.
The Team Introduction feature lets you craft an introductory message that sets expectations and presents your support team, helping customers feel more connected to your brand. This introduction is also available in multiple languages, ensuring clear communication with diverse audiences.
Feedback and Notifications
The Messenger supports two key features to enhance customer satisfaction and team responsiveness:
- Conversation Ratings: Enable customers to rate their support interactions, providing valuable feedback that helps you understand customer satisfaction and improve support quality over time.
- Sound Notifications for Incoming Messages: Ensure your team stays responsive by enabling a sound alert for new messages. This keeps team members aware of incoming queries, allowing for timely replies and better customer experiences.
Consistent, Branded Appearance
With Web2Chat Messenger, you can maintain brand consistency by customizing colors, logos, and positioning to match your company’s look and feel. You can set Brand Colors for the Messenger’s background and action elements, such as buttons and links, ensuring that every interaction aligns with your visual identity. Additionally, you can add your logo to the Messenger Home and decide whether to display team avatars, creating a familiar and trusted environment for customers.
Multilingual Support
To serve a global audience, Web2Chat Messenger offers Multilingual Support that allows you to set a default language and add additional languages to match customers’ browser or device settings. This ensures that customers from diverse linguistic backgrounds can interact with your Messenger in a way that feels natural and comfortable.
The Web2Chat Messenger is an all-in-one solution for enhancing customer communication, self-service, and engagement. By combining real-time chat, proactive messaging, self-service spaces, and customizable design, Web2Chat Messenger enables you to deliver a consistent, user-centered experience that strengthens customer relationships and supports your team’s efficiency.
With tools to personalize, inform, and support customers, the Messenger creates a streamlined, branded interface that keeps customers engaged, informed, and satisfied.
If you need further assistance, contact our Customer Support.