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We have great news for those who value real-time, personalized support!
Our latest live chat release is packed with powerful improvements to our live chat feature that make customer interactions even better.
You spoke, we listened—and now we’re thrilled to bring you these new chat features. Whether you’re after quicker response times, smoother workflows, or more personalized experiences, we’ve got you covered.
We discuss these features in this article and how they will enhance your experience.
Chat: Better real-time support with personalized interactions
A report by InvespCRO has indicated that 73% of customers worldwide prefer communication via live chat with most of them branding it as highly satisfying.
With that in mind, we’ve jumped in on the current live chat trend to take your communication efforts to the next level.
You can now address customer concerns better with our live chat software, letting you deliver fast and personalized support.
Customization and configuration of fields in chat conversations
- Agents can now easily capture, store, and configure additional information using custom fields.
- Always ensure that your conversational details are clutter-free and contextually relevant with the field display setting. This lets you display or hide fields according to your needs.
- Filter information with ease using the new field dependency feature. It allows you to create a parent-child like relationship between fields.
- Agents can now enjoy consistency in data and ensure critical information is collected at the right stage with the new field configurations. These configurations enable specific fields to be updated when a conversation is modified or when the status is changed and ensure all necessary fields are filled before marking a conversation closed or resolved.
Collect data with customer satisfaction (CSAT) surveys
The CSAT survey process has been enhanced to make feedback collection more efficient. After clicking a CSAT rating, users will be automatically redirected to a survey page requesting additional feedback via the widget.
Alternatively, users receive the CSAT survey through an email at the end of their conversation with an agent.
CSAT surveys through customers’ preferred channels
With omnichannel support, users can receive the CSAT survey link through the same communication channel that they received support, e.g., Instagram, Facebook, or WhatsApp.
Advanced survey configurations
For administrators, there are several new configurations available to improve the survey process. Admins can customize survey questions to gather specific information and adjust the rating scales to better fit their data collection needs.
Furthermore, they have control over the email survey settings, enabling or disabling the sending of survey emails as required to optimize the feedback collection process.
All-in-one conversation view
Functions such as filters, messages, and conversation details can be seen in one place with the all-in-one conversation view feature. This offers a clearer and more efficient interface for managing conversations.
Build familiarity with profile image updates
Personalize your interactions for a better chat experience by uploading and updating profile images anytime. Users can now upload images using the profile image support feature for a more human-like conversation.
Additionally, agents can click on a user’s profile image to view their profile, their recent chat history, and ticket history within the chat module.
Break language barriers with multilingual support
Communicate fluently and effectively by setting the chat to your preferred language using the localization support. This solves the problem of language barriers, allowing for timelier and more accurate responses. If the feature is not activated, English will be set as the default language.
Enable users to translate messages to their preferred language in a single click using the copy and translate feature, enhancing communication. Users can also copy messages to their clipboard, making it more convenient to share and reference content.
Never miss an important message with push notifications for @mentions
Boost user engagement with timely alerts via push notifications for @mentions in chats. Agents now receive push notifications when they are @mentioned in a chat, allowing them to respond promptly to important messages.
Reduce clutter with custom in-app notifications
Users can configure notifications for important events within their profile. They can customize in-app notifications with the option to turn email alerts on or off.
Furthermore, for multibrand portals, agents can adjust notifications by brand. They can also choose which kinds of notifications are sent for tickets in the Focused and Others categories.
Offline email notifications for agents
If an agent is unavailable, they will receive email alerts about new messages in assigned conversations for a quick follow up.
Enhance ticket handling with custom offline form integration
Show your customers that you care about helping them, even when agents are not available. When agents are offline, customers can fill out detailed forms in the chat widget using the custom offline support feature. This allows agents to collect important information such as contact details and issue descriptions when needed.
Admins can customize these forms to better capture relevant data, improving the support process for agents when they handle tickets.
Enhancing KB quality with user ratings and feedback
Address concerns promptly with the new feedback option for knowledge bases (KB). It allows users rate and share their thoughts on KB articles to improve the accuracy and relevance of content.
Enhanced security with IP blocking for live chat widget
To protect from potential threats, we have included an IP-blocking functionality for better control over access to your widget.
IP blocking allows you to block and unblock certain IP addresses or an entire network, ensuring that only authorized people can interact using the chat.
Efficient email management
Stay connected and foster clearer communication both internally and with users.
Better internal communication with inbound email support
To improve internal tracking and communication, email replies will now be posted directly as messages in an ongoing conversation, rather than creating a new ticket.
Stay informed with offline email delivery receipts
You will see the status message “Delivered to Email” when you send an email to an offline user. This receipt confirms that your message has been successfully sent.
Chat management settings in agent portal
Optimize functionalities such as conversation assignment and customization of chatbots with the updated chat agent portal settings.
Simplifying conversation distribution with automatic assignment
Set conversations to be automatically assigned to an agent when they reply to an unassigned conversation, streamlining workflows.
Enhancing chatbot interactions with custom names and avatars
Customize your chatbots by enabling agents to provide them a specific name and avatar, which will appear in every message they send.
Check the live status of users
You can check the real-time availability of users directly in chat conversations, allowing for better management of chat conversations.
General chat updates
We have also included some updates to improve the user experience and streamline communication.
Edit messages with ease
Agents can now correct mistakes or update their messages anytime using the edit messages feature, improving their customer communication.
Enhance responses to customers with an AI-powered editor
Utilize our new AI-powered editor for better responses. It can rephrase, elaborate on, and shorten the text agents type; correct grammatical errors; and translate messages, all with just a click by the agent. This feature makes communication more intelligent and effective.
Delete attachments with just one click
Users can remove mistakenly uploaded files through the new delete attachment feature, reducing errors and improving workflow.
Mobile app: Provide clearer and smarter updates effortlessly
Handling customer requests on your mobile phone should be effortless. To make your mobile app experience smoother and simpler, we have added the all-in-one view to it, featuring all the conversations, links, and history in one unified layout.
There is no need to worry about the quality of your messages. Utilize the AI-powered editor to rephrase, set the tone, shorten, and translate any of your messages for a smarter and more effective response.
You can also revise messages with ease using the Edit feature. It allows you to remove errors in your messages for clearer conversations.
Omnichannel: SMS updates now available
Enhance support by allowing customers to send, respond to, and receive SMS updates directly within a BoldDesk chat using the SMS integration with Twilio.
This integration simplifies communication for agents handling high message volumes, making it ideal for businesses that prioritize SMS-based services.
Users can now receive updates via SMS without needing an internet connection or relying on email, offering a more direct and real-time communication experience.
Reports: Optimized dashboards and data collection process
Facilitate the gathering of real-time data that will enhance overall support performance using an agent performance dashboard.
Agents and admins can now access data for chats as required with the new chat widgets added to existing ticket module reports.
Revolutionize your real-time support with live chat
Out with the old, in with the new. These live chat release updates help assure you of consistent, quality support and streamlined workflows for your agents.
At BoldDesk®, we value your work, and that’s why we are motivated to support you every step of the way. Feel free to contact our support team for any questions or concerns. If you’re not yet a BoldDesk customer, schedule a live demo or start a 15-day free trial to experience our live chat firsthand.
We’d like to hear suggestions from you as well to help us serve you better as we move forward, so please leave your thoughts in the comments section below.
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