Tidio’s Inbox lets you communicate with your website visitors in real time to provide exceptional customer support. In this article, we’ll walk you through the features of Tidio’s Inbox and help you become a live chat expert.
Arriving at the calls
To access Tidio’s chat panel, click on the first icon on the left side of Tidio’s menu bar. This will open the Inbox section, where you can communicate with your site visitors.
All new calls that are not yet assigned will still appear in the Unassigned folder in the Live Calls section. You can also enable the auto-assign option if you want calls to be automatically assigned to operators.
To start the conversation, you will need to click on the notification from the system/web browser or select a conversation from the Unassigned folder.
To join a conversation, you must click the blue join conversation button. The operator assigned to the conversation will be responsible for that chat.
Replying to messages
To reply to a visitor’s message, simply type your response in the conversation window and press the Enter key on your keyboard or the Reply button to the right of the typing preview. You can also send files or images during the conversation by clicking the sticky note icon and dragging the image into the chat window. Visitors can also share files of their own, which improves the communication experience.
[fact_box] Interesting use: Many businesses use Tidio to conduct real-time surveys with their customers during the conversation, allowing them to collect immediate feedback and improve their services. [/fact_box]
Read message status
Tidio’s Inbox allows you to see if visitors have read the operator’s messages. This is a one-way feature: visitors will not see if operators have read their messages. Read receipts only provide information about the last message read. Currently, this is unique to the Livechat channel, and is not available in Facebook/Manager/Mail.
Communication channels
In Tidio, you can receive four types of messages in the panel’s conversations tab. A regular live chat message, a Facebook Messenger message, an Instagram message (or story reply), and a WhatsApp message:
Chat
Each chat message will always contain the ID assigned based on the first letter/email of the username. When responding to a chat, your choice should always be to reply via Chat mode; this is the default choice.
The red dot on the Chat icon indicates that this visitor is not currently present on your site.
Messenger
When you have a Facebook page integrated with your Tidio account, all messages sent to your page will also appear in Tidio. They can reflect the user’s profile picture instead of the letter or number, and will also have a Messenger icon to indicate that the message came from the manager.
Learn more about Tidio integration with Messenger,
You can connect your Instagram business account to your Tidio account; all posts and clips sent to your Instagram will also appear on Tidio.
Learn more about Tidio integration with Instagram.
If you have connected WhatsApp to Tidio, you can also respond to incoming WhatsApp messages.
Learn more about Tidio integration with WhatsApp.
Transfer a chat to another operator
At any time, the conversation can be transferred to another operator if you need to step out for a second or if your workload is too heavy at the moment. To transfer a conversation, click on the three-dot menu next to the conversation and select the Reassign option. With this option, you can reassign multiple chats at once.
[fact_box] Interesting use: Tidio allows businesses to route calls to different experts within the organization, ensuring that the customer receives the fastest and most accurate response. [/fact_box]
Call resolution
Finally, when you consider the conversation complete, you can unassign yourself from the chat at the top of the conversation panel. You can do this by clicking the Solve button located on the right side of your panel:
Delete conversations
To delete the conversation, click the three dots next to the conversation and click Delete.
To delete multiple chats from your list, click the three dots next to the conversation and click Select (or simply hover over a chat and check the box that appears). You can select multiple chats or click Check all from the top row:
… Then, you can use Delete :
You will see a map and basic information about your visitor in the top right corner of your chat window. This section will show name/email/ID, the pages the visitor viewed, their browser version, operating system, and IP address. If the pre-chat survey is enabled, any information collected from the survey will be displayed there (e.g., phone number).
[fact_box] Interesting use: Visitor information can be used to offer personalized products or services, increasing the chance of a successful conversion. [/fact_box]
Best practices
To get the most out of your conversations on Tidio, here are some best practices:
- Be available: Make sure you are available to answer visitors’ questions in real time. High availability contributes to customer satisfaction.
- Respond quickly: The faster you respond, the more likely the visitor will stay on the site and make a purchase.
- Use clear language: Use simple, clear language, and avoid technical terms that are not understood by everyone.
- Offer solutions: When a visitor approaches you with a problem, offer practical solutions and not just general answers.
- Maintain professionalism: Even if the conversation develops in uncomfortable directions, remain professional and don’t let emotions run the conversation.
Training your team
Training your team is a key part of live chat success. Spend time training your agents on how to use Tidio, best practices, and how to effectively engage with customers.
Scenario practice
Practice different scenarios that can happen in customer conversations. This could include scenarios of happy customers, unhappy customers, and frequently asked questions. This practice will help operators feel more confident in live conversations.
Feedback and improvement
After each call, ask your team for feedback on the call. What went well? What could be improved? This can help you improve your service over time.
summary
Tidio’s conversation panel is a powerful tool that can enhance the customer experience on your website. By properly utilizing all the features and techniques mentioned in this article, you can improve communication with your visitors and increase the chances of conversions. Don’t forget to keep learning and updating yourself with new methods to stay relevant in today’s competitive market.