A new 12 months provides new beginnings and, naturally, new LiveHelpNow features and updates.
The quest for New Year’s resolutions will get a lousy rep. Most men and women abandon their resolutions within just days or weeks of the new 12 months. Nonetheless, environment an goal and pointing actions in direction of that objective as a result of smaller variations has come to be the new way to look at the total “new 12 months, new me” philosophy.
For LiveHelpNow, the objective has been and continues to be to be the pursuit of excellent agent practical experience. In 2022, we aimed at that goal with the launch of Beta Agent Workspace and the grand rebrand of LiveHelpNow’s web-site. Other agent-centered software program attributes also helped us and our prospects increase the agent working experience. And we’re not halting there. Here are some of the future LiveHelpNow capabilities for 2023.
Agent Workspace: Entire Launch
A single factor individuals resist the most is, of course, improve. However, it is each unavoidable and continual. Because the inception of LiveHelpNow, hundreds of businesses have come to adore LiveHelpNow’s very good ol’ trusty panel. But it is time to say goodbye.
In 2023, we system to completely put into action the new Agent Workspace.
The transfer will assistance us choose agent working experience to a state-of-the-art degree. New LiveHelpnow options, these types of as sneak peek, voice chat, rapid help you save canned responses, examine receipts, darkish manner, display customization, and many others will only be accessible in the new workspace.
Now, the Beta Agent Workspace serves shoppers who opted in to switch to the new interface. We’re placing strategies in position to retire the previous interface and will talk these as they are completely ready.
New Options in New Agent Workspace
As stated, some of our new – and very successful, if we say so ourselves – capabilities are only accessible in the new Agent Workspace. This pattern will carry on as new LivehelpNow capabilities appear to be. We have fairly a menu of upcoming applications. (So, at the time yet again, do not overlook out and change!)
Voice Chat enables brokers to connect to customers by means of voice immediately from within the Agent Workspace. Agents can work the device they usually use to chat, when buyers continue being on the machine they employed to speak to the agent.
Voice chat is yet another 1 of the LiveHelpNow functions that guidance omnichannel client communications. It helps make conversations concerning agents and customers a lot easier than at any time, in the long run bettering the buyer practical experience.
A supervisor’s work is to, perfectly, supervise. This characteristic will make it a lot less difficult. With our forthcoming Supervisor Look at, a monitor will be accessible in the new Agent Workspace with an overview of the entire account or distinct office, or specific agent. Supervisors will be in a position to see figures, stories, every day interactions these types of as chats and tickets, existing department and agent overview, total interactions, in-queue chats, open up chats, regular response time, the longest duration of shopper conversation, longest hold out time, CSAT score, and more. This will put a recent overview of all the things likely on appropriate at the supervisor’s fingertips.
Contacts Manager Beta
When men and women truly feel like somebody knows them, they experience liked. And that is particularly what prospects want. Call Manager is just one of LiveHelpNow options that will make customers feel like substantially-loved good friends. It provides the brokers the electrical power to seem up any get hold of that has chatted, texted, submitted a ticket, or usually communicated with the company. It will make contacts easily accessible and searchable. Brokers will be in a position to quickly identify customers that have had prior discussions with the business and evaluation the aspects of people interactions. This expanded perform will make proactive adhere to-up much a lot easier due to the fact brokers will have all the facts they require.
Social Media Integrations
1 of the handy factors a organization can do for its shoppers is to fulfill them where by they are. Now, that usually means on social media platforms. To bring even more omnichannel selections to client help, we’re adding channels to our program. Instagram and WhatsApp communications will circulation into the LHN information queue together with chats, texts, and Fb messages. This will allow brokers to manage all customer communications as a result of one streamlined interface.
Google Enterprise Messages: Whole Launch
LiveHelpNow and Google Business Messages have joined forces to convert Google lookups into customers. This characteristic supplies instantaneous responses to consumers via live chat right from a business’ Google Small business Profile.
With just one click, prospects can connect to the organization working with a Google dwell chat window. Businesses can then remedy the chats by their LiveHelpNow Agent Workspace. This function builds have confidence in and improves customer encounter. It also enhances Search engine marketing by boosting research rankings and increasing engagement.
Chat Widget Refresh
The chat widget is finding a makeover – a new fashionable layout, more layouts, and new capabilities. Stage just one will consist of widget window substitution and a brand name-new button layout.
Telephone Deflect to SMS
Consumers have superior things to do. They do not want to wait on maintain. The Simply call Deflection attribute presents a basic option as it decreases simply call quantity, minimizes keep times, and enhances client practical experience. This is 1 of the LiveHelpNow functions that can enable increase purchaser services for occupied get in touch with facilities as very well as small company entities. The function transitions an active mobile phone phone to an SMS textual content dialogue. With the click on of a cell phone key in a phone IVR or Auto Attendant, shoppers can make the selection to change to a dwell chat or textual content message discussion. The system will then deliver the caller a textual content, the connect with finishes, and they get rapid stay assistance rather of waiting on maintain.
Zoom Cellular phone Partnership
Zoom Phone proceeds to expand as an outstanding cloud mobile phone supplier. LiveHelpNow will continue to uncover ways to integrate Zoom Telephone phone calls and data extra deeply into our new workspace for a correct just one-prevent omnichannel store.
Zoom Cell phone delivers everything a small business may well need in a phone technique. It is the ultimate modern cell phone resolution. It is versatile and easy to use, handle, and lengthen. Most importantly, it is expense-economical, safe, and trustworthy (if you have Ring Central, just ask us for pricing…we believe you are going to be amazed!).
Continued Infrastructure Investments
As our options and attempts to help our clients help their consumers develop, we keep on to devote in our infrastructure and stability. We’re devoted to making certain our platform has little or no downtime and is blazingly quick.
Our sister company, HelpSquad, proceeds to develop and enable present further companies to corporations massive and little hunting for client provider brokers. Right here are two new features we’re incorporating in 2023.
Awareness Foundation as a Company Beta
Now, we’re hunting for testers for our new Knowledge Foundation as a Assistance. Enable HelpSquad generate, regulate, and improve your Understanding Foundation. You can offer you the greatest self-enable achievable to your workforce and clients. Be the initially to encounter this one-of-a-kind assistance with our beta demo launching in 2023. We’re actively seeking for testers.
Google Enterprise Messages
The Google Small business Messages attribute we explained above can be quite beneficial to equally agents and prospects. Also chaotic or don’t have sufficient staff members to respond to all the inquiries? HelpSquad brokers are standing by and can respond to your Google Company Messages (as nicely as chats, texts, and Fb messages) within 30 seconds 24x7x365.