In Tidio, you have the option to request conversation transcripts for any of your conversations. This feature allows you to preview the transcript, send it to your email address, or export it in CSV format.

Preview your copy

To view the conversation transcript, go to your mailbox panel and open a chat conversation. You will see the visitor’s details on the right side of the conversation panel. Click the three-dot menu and select the View transcript option.

A preview of the conversation transcript will be displayed. You can also export directly from the pop-up window (to a CSV file) or copy the text to your clipboard:

[note_box] Tip: If you want to save the conversation for analysis purposes, exporting to CSV is a great way to do so. You can open the file in Excel and perform various analyses on the data. [/note_box]

Send copies to an email address manually

To send a copy of the conversation to a selected email address, open a chat conversation and view the visitor’s details on the right side of the conversation panel. Click the three-dot menu and select Send copy .

You will now see a window asking you to specify the email address to which the copy will be sent. By default, you will see your Tidio account email there. You can change the email to any email you want to send the conversation to, for example your visitor’s email address.

Click the blue Send button, and your copy will be sent.

Below, you can see a preview of the copy sent to the email address:

Sending copies automatically

Tidio’s auto-copy feature allows you to set up automatic copies to be sent to a specific email address after each call. This is a great tool for keeping a record of your calls and analyzing them later.

To enable this option, you need to go to your account settings and select the Send automatic copies option. You can enter the email address you want the copies sent to, and choose whether to send the copies for every conversation or just for certain conversations.

Export copy to CSV files

To export the conversation transcript to CSV format, open a chat conversation and view the visitor’s details on the right side of the conversation panel. Click the three-dot menu and select Export transcript to CSV .

Once your file is downloaded, you will be able to see the conversation transcript in the following format:

[note_box] Idea: If you manage a support team, you can use call transcripts to coach new hires. Show them successful calls and discuss strategies they can learn from. [/note_box]

Benefits of using conversation transcriptions

Using call transcriptions offers several important advantages:

  • Documentation: Keeping a record of all conversations with customers.
  • Analysis: Possibility to analyze the conversations and learn from them.
  • Service improvement: Identify common problems and improve service based on feedback from calls.
  • Training: Using sample conversations to train new employees.

How to analyze call transcripts

Analysis of call transcripts can be performed in several ways:

  1. Problem identification: Look for common problems that customers face.
  2. Improve communication: Analyze your communication with customers and understand where you can improve.
  3. Understanding customer needs: Learn what your customers want and what their needs are.
  4. Employee training: Use sample conversations to train new employees.

summary

The transcription feature in Tidio is an important tool for any business looking to improve their service and maintain a record of their customer conversations. With this feature, you can analyze the conversations, send transcripts to an email address, and export the conversations to CSV format for further analysis.

If you manage a support team or a business with many customers, you should take advantage of these tools to improve your service and provide a better customer experience.

Additional recommendations

To get the most out of your conversations with customers, here are some additional recommendations:

  • Use conversations to identify trends: Conversation analytics can help you identify trends in questions or issues that customers raise.
  • Improve your FAQs: If you see that certain questions are recurring, consider updating the information on your site or adding answers to frequently asked questions.
  • Train your team: Use sample conversations to train your team on how to best deal with customers.
  • Stay in touch with customers: After a conversation, send a thank-you email to the customer and offer them additional help if they need it.

Using these tools and techniques, you can improve your customer experience and build stronger relationships with your customers.