Very often, in order for the dialogue to be productive
Posted: Sat Feb 22, 2025 6:15 am
Today we receive from the client the information necessary for productive communication, and we template or automate typical dialogues.
6. Information “at the entrance”: pre-chat fields vs. chatbots
This is already the third publication on the topic of speed, and the dialogue with the client has not yet begun... and it is still too early - first, let's speed up the process of obtaining the information needed at the start. Pre-chat fields or chatbots will help us with this.
, we need to clearly 1000 mobile number database
identify the client (usually we ask him for a phone number or email) and / or get other information from the client, for example, what invoice he is contacting about. Of course, the operator can ask this, but why waste employees' time repeating the same questions and dragging out dialogues by waiting for answers? It is better to set up pre-chat fields - and your clients will fill them out before the start of communication.
In the chat platform, pre-chat fields can be set up for different pages of the site, but they cannot be added to social networks and instant messengers. But a chatbot will take care of obtaining preliminary information in absolutely any channel. Using a bot to obtain input data is especially logical if you have assigned it the preliminary routing of clients to departments.
Please note: for some topics, for example, general questions about the product, pre-chats are not needed and can even be harmful, discouraging the potential buyer from communicating with you, but to provide data on a specific order, you need to identify the client, and here a preliminary question is necessary. Therefore, it is better to set up pre-chats differently for different groups (topics or departments). In the same way, in a chatbot, you can set up preliminary questions only in the thread with private topics.
6. Information “at the entrance”: pre-chat fields vs. chatbots
This is already the third publication on the topic of speed, and the dialogue with the client has not yet begun... and it is still too early - first, let's speed up the process of obtaining the information needed at the start. Pre-chat fields or chatbots will help us with this.
, we need to clearly 1000 mobile number database
identify the client (usually we ask him for a phone number or email) and / or get other information from the client, for example, what invoice he is contacting about. Of course, the operator can ask this, but why waste employees' time repeating the same questions and dragging out dialogues by waiting for answers? It is better to set up pre-chat fields - and your clients will fill them out before the start of communication.
In the chat platform, pre-chat fields can be set up for different pages of the site, but they cannot be added to social networks and instant messengers. But a chatbot will take care of obtaining preliminary information in absolutely any channel. Using a bot to obtain input data is especially logical if you have assigned it the preliminary routing of clients to departments.
Please note: for some topics, for example, general questions about the product, pre-chats are not needed and can even be harmful, discouraging the potential buyer from communicating with you, but to provide data on a specific order, you need to identify the client, and here a preliminary question is necessary. Therefore, it is better to set up pre-chats differently for different groups (topics or departments). In the same way, in a chatbot, you can set up preliminary questions only in the thread with private topics.