Multi-Channel Support, Proactive Chats & More

In today’s fast-paced and fiercely competitive business landscape, delivering exceptional customer service is absolutely crucial for achieving success. That’s why we had a chat with Kaia Madalińska from Text (formerly LiveChat) to get some valuable insights into the latest features in the customer service industry that help business owners deliver top-notch customer support.

From Live Chat to Text

Live Chat, a trusted customer service platform for over 20 years, recently rebranded to Text. This change signifies their evolution from a single-product company to a comprehensive suite of products such as a live chat, chatbot, help desk, knowledge base, and open widget. It is expected to enable businesses to provide even better customer service.

With their assisted customer service approach, Text enables businesses to handle common customer queries and automate repetitive tasks. Their AI features, such as canned responses, AI assist, and chat summary, make it easier for customer service agents to provide quick and accurate responses to frequently asked questions.

The Importance of Multi-Channel Support

Text understands the challenges faced by small teams who need to manage customer communication across various platforms. To address this, Text offers seamless integration with popular channels like Instagram, WhatsApp for business, and Facebook for business. This integration allows businesses to consolidate all customer messages in one place, eliminating the need to switch between different tabs or apps.

Enhancing Ecommerce with Greetings and Personalization

For ecommerce businesses, Text offers a range of features designed to enhance the shopping experience and drive sales. One standout feature is greetings, which empower businesses to personalize interactions with website visitors.

Greetings can be used to generate leads, automate targeted marketing, guide customers around the website, and even enable them…