Chat Inbound

This section consists of the context, problem, and solution of the chat inbound solution. Below you will also find the steps to take to be able to start a session with a customer by chat, how to start a call from a chat session and the security measurements taken around file sharing.

Context

Leads or customers want to quickly start a conversation with a sales agent. On the other side, enterprise companies get significantly more chat requests from customers through their website and see the chat as an entry into their digital sales funnel.

Problem

Leads or customers don’t always want to fill in their personal data or having to pick up a phone call before getting answers on their questions.

Enterprise companies experience chat as a low-converting sales channel.

Solution

Starting a session with a customer by chat. Sales agents are able to enable all the sales tools that Whisbi Agent offers to increase the likelihood of converting a chat into a sale.

How to start a chat session with a customer?

1. Customer: The customer clicks on ‘Connect now’ without filling in the optional phone field.

2. Agent: Agent receives the chat request.

3. Agent: Agent clicks the chat request and the Whisbi Agent starts loading the chat.

4. The agent can see the chat session and is now able to start chatting with the customer.

5. Agent: to make use of the sharing tools, just simply click on one of the sharing tools below the avatar of the agent (share showroom, share gallery, share website).

How to start a call with a customer in a chat session?

There are two options to start a call with a customer:

1. The agent asks the customer to send his/her phone number via the chat
2. The agent asks the customer to click on the green button on the right top of the screen to fill in his/her phone number to make a call with the agent.

The agent asks the customer to send his/her phone number via the chat:

1. Customer: The customer clicks on ‘Connect now’ without filling in the optional phone field.

2. Agent: The agent receives the chat request.

3. Agent: The agent clicks the chat request and the Whisbi Agent starts loading the chat with a customer.

4. If the customer sends the phone number through chat, the agent needs to copy the phone number and click on ‘Call customer’ on the top right of the notes section.

5. The agent pastes or fills in the phone number in the phone number input and clicks on ‘Call customer’.

6. The customer will be called.

7. If the customer answers the call, the agent will be called.

8. If the agent answers the call, a call will be bridged between the customer and the agent.

The agent asks the customer to click on the green button on the right top of the screen to fill in his/her phone number to make a call with the agent.

1. Customer: The customer clicks on ‘Connect now’ without filling in the optional phone field.

2. Agent: The agent receives the chat request.

3. Agent: The agent clicks the chat request and the Whisbi Agent starts loading the chat with a customer.

4. The customer to click on the green button on the right top of the screen.

5. The customer fills in his/her phone number and clicks on ‘Request call’.

6. The agent receives a chat message with the phone number.

7. Click the chat message with the phone number to start a call with the customer.

8. The customer will be called.

9. If the customer answers the call, the agent will be called.

10. If the agent answers the call, a call will be bridged between the customer and the agent.