Offline Channel Migration

Introducing the Botsplash "Offline Channel Migration" Feature!

Today, providing a seamless customer experience is expected. However, one common challenge has been engaging with leads and customers who initiate conversations on web chat but may unexpectedly go offline. We have addressed this issue with our innovative "Offline Channel Migration" feature, revolutionizing the way businesses connect with their customers.

The "Offline Channel Migration" feature bridges the gap between online and offline interactions, ensuring that no conversation goes unanswered and no potential lead slips through the cracks. When a customer or lead starts a conversation through web chat but becomes disconnected or goes offline, the Botsplash platform immediately detects the change in status. Instead of leaving the conversation suspended, it proactively notifies the assigned agents that the customer is no longer online.

Armed with this knowledge, agents can promptly take action to maintain continuity in the conversation by initiating an SMS message through the simple click of a button. By shifting the conversation to SMS, agents can reach out to the customer on a channel that is more convenient for them, increasing the chances of a successful engagement.

Some of the advantages of the Offline Channel Migration feature include:

  1. Enhanced Connectivity: With the ability to quickly migrate conversations to SMS, businesses can ensure a higher degree of connectivity with their leads and customers. This seamless transition from web chat to SMS enables a continuous communication flow, improving the chances of resolving inquiries, addressing concerns, and closing deals.
  2. Increased Conversions: By providing agents with the capability to reach out via SMS when customers are offline, the chances of converting potential leads into paying customers are significantly enhanced. The immediate nature of SMS messages ensures that important information reaches the customer's hands promptly, encouraging them to take action sooner.
  3. Convenience for Agents: The feature streamlines the workflow for agents by automating the process of detecting offline status and initiating SMS outreach. This automation not only saves time but also allows agents to focus on more valuable tasks, resulting in increased productivity and efficiency.
  4. Improved Customer Experience: Customers are more likely to be satisfied with a business that offers multiple channels for communication and adapts to their preferences. The "Offline Channel Migration" feature demonstrates that the business is attentive to their needs and is committed to providing the best possible experience.

To learn more about this feature or any of our other platform capabilities, schedule a demo with us! We can walk through the benefits of Botsplash and determine if our solutions are a proper fit for your business needs.