Featurecast Story 11 - Embeddable chat links

IM'ing (Instant Messaging) Feature Story Series

Featurecast Story 11 - Embeddable chat link

What are the benefits of using a chat link?

The chat link feature lets customers click on an auto-generated chat link (also called the reference link) and use their preferred messaging channel to start chatting instantly with a support agent.

A chat link generator simplifies communication by eliminating the need for a user to enter their phone number or manually type a message requesting a help session. This saves time and ensures a seamless experience for your users.

This feature allows you to set up a chat for use later or to choose a specific time when you want the chat to be available. You'll see a button to copy the chat link, which you can easily embed on your website.

Don't leave customers waiting

Our embeddable chat link feature allows you to be there for your customers around the clock. Let's look at a few ways this helps ensure timely support.

Enriched customer support: With this feature, customer support agents can access tickets and gain insights directly within the chat interface. This helps your team reduce response times, resolve issues quickly, and improve customer satisfaction.

Efficient task management: Agents can view, create, assign, comment, and update the status of customer support conversations directly from the IM module.

Enhanced communication: Real-time messaging enables smooth communication between your support team and customers.

Benefits of embedding a chat link on your website

Build trust

Trust is one of the most important attributes your business needs to establish with customers. It can be the deciding factor when a prospect decides whether to start using your product or service. Unfortunately, building trust is often easier said than done. Making it easy to start a chat and get support helps project a reliable image that enhances your reputation and builds trust.

Eliminate guesswork

When users can't find the information they need, they may try to fill in the gap with assumptions and guesses. But this often leads to inaccurate conclusions and frustration. You can avoid this outcome and provide a better experience by giving your customers a straightforward way to get help quickly.

Get feedback

Asking for feedback is an essential part of improving your product or service, but it's necessary to make the request manageable for your users. Here are two things to keep in mind.

Be specific: When asking for feedback, be clear about what you want feedback on. This will show that you value their time and opinions.
Make it easy: Provide clear instructions, keep it brief, and ensure the process is as easy as possible.

Engage your audience

Show appreciation by thanking the customer for their business and time. This will show that you respect their opinion and are grateful for their support. Also, consider offering an incentive, such as a discount or free trial of premium features, for clients who provide feedback. This emphasizes that you value their input and encourages loyalty.

Gauge satisfaction

Don't overdo it. You don't want to annoy your customers. Ask for feedback sparingly and focus on critical points in the customer journey, such as immediately after a purchase.

Conduct Q&A sessions

Q&A sessions can be valuable opportunities for your business. It’s a way to give customers a chance to ask questions and raise concerns. These sessions are also efficient, allowing customers to connect with support representatives at scale.

I hope you found this article helpful, and try the embeddable chat link to connect customers in the physical world to your online channels.

There's more to come, so please watch this space for more IM feature stories.

Until next time,

 Kavya Rao
The Zoho Desk team

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