Tidio’s live chat feature allows for seamless chat management by assigning calls to agents. In this article, we’ll look at how chat calls are initially assigned to agents and how you can easily transfer calls to different agents as needed. This feature improves chat management and ensures better customer support.

Assign a chat to yourself

A chat is assigned to any dispatcher who first takes it from the Unassigned folder:

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…and clicks the blue Join the conversation button:

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You can also join the conversation by clicking on the pop-up notification sent from your browser (or operating system), or by activating the automatic chat assignment function.

Once an operator is assigned to a chat, notifications related to that conversation will only be sent to that operator, ensuring continuous communication between the operator and the visitor.

Transfer a chat to another operator

Operators can transfer a chat to other operators using the Assign option. This option is available by clicking the three-dot menu located next to the conversation:

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On the top left of the call, you’ll see the Assigned To label – which shows the dispatcher currently assigned to the call. By clicking on it, you can re-transfer the call to someone else (or to a department, if you have that feature in your subscription):

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This flexibility allows for efficient coaching and ensures that chats are seamlessly routed to the most appropriate dispatcher or department. All assignments or transfers will be documented (with timestamps) in the conversation itself, for easy tracking:

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To learn more about the classes feature, read our article on enabling classes in Tidio.

Automatic chat assignment

You also have the option to decide whether your chats are assigned manually (the default, as described above), or automatically – as soon as they enter your Tidio inbox. Please refer to this guide for more information on these options.

An interesting use case for Tidio is the ability to integrate live chat with automated bots. This allows businesses to offer 24/7 support, even when agents are unavailable. The bots can answer common questions, gather information from customers, and redirect calls to agents when human attention is needed.

Tip: If you work in a large team, you may want to consider turning on automatic assignment to save time and avoid confusion. This can be especially helpful during busy times when there are a lot of incoming calls.

Benefits of using Tidio live chat

Using Tidio live chat offers many benefits for businesses:

  • Improved customer service: Customers can receive immediate answers to their questions, leading to higher satisfaction.
  • Save time: Callers can handle multiple calls simultaneously, streamlining the support process.
  • Data Analysis: Tidio provides data and statistics on conversations, allowing businesses to understand their customers’ needs.
  • Integration with other systems: Tidio can be integrated with CRM systems, email, and social networks, which streamlines customer relationship management.

How to enable Tidio in your business

To start using Tidio, follow these steps:

  1. Registration: Go to the Tidio website and register for the service.
  2. Installation: Install the Tidio plugin on your website or use the suggested JavaScript code.
  3. Customization: Adjust the look and settings of the chat to match your brand.
  4. Staff training: Train your dispatchers on how to use the system.
  5. Launch: Launch live chat on your website and start having conversations with customers.

Tips for using live chat effectively

To get the most out of Tidio’s live chat, here are some tips:

  • Set up canned answers: Prepare answers to common questions to save time.
  • Use bots: Use bots to handle simple questions and free up your agents for more complex conversations.
  • Data Analysis: Analyze the data provided by Tidio to understand customer behavior and improve service.
  • Continuous improvement: Collect feedback from customers and improve the support process accordingly.
summary

Live chat is an essential tool for businesses looking to improve customer service. Tidio offers a convenient and efficient solution for managing customer conversations, with flexible assignment options, data analytics, and integration with other systems. By using live chat correctly, businesses can offer fast, high-quality support, leading to higher customer satisfaction.

The future of live chat in business

As technology advances, so do the possibilities of live chat in business. Live chat not only provides instant support, but can also serve as a powerful marketing tool. With live chat, businesses can:

  • Build relationships with customers: Live chat allows businesses to build personal connections with customers, leading to long-term relationships.
  • Improve customer experience: Customers feel valued when they receive immediate answers to their questions.
  • Target Marketing: With data collected from live chat, businesses can target their marketing efforts more precisely.

summary

Live chat is not just a support tool, but also a strategic tool that can improve the customer experience and focus marketing efforts. With Tidio, businesses can offer high-level customer service, streamline their workflows, and create meaningful connections with their customers.