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:
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.