Jump to Engagement features

Conversation features

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When it comes to the building blocks of generating leads, retaining clients, increasing revenue and achieving so many of your organization's goals, it really boils down to conversations. Who's having them, are they meaningful, and do customers feel satisfied.

What can we learn from conversations and how can we make having them, analyzing them, and optimizing them easier?

Take a look at the conversation tools built into Rake:

Typing - Live Preview

With the Rake Live Chat typing live preview, you can literally get a preview of the message your visitor is about to send as they are typing it.

This allows your agents to stay a step-ahead of the conversation, prepare their answer, and "wow" your visitors with quick and accurate responses.

Conversation Tags

Tagging conversations in Rake adds a new dimension to actionable customer data. Tags can be created on-the-fly or selected from a dynamic list of tags previously used. After tags are applied, you will be able to filter and establish statistics for a particular category of conversations.

For example, you may check what customers contacted us last month inquiring about tree-cutting services. You will know exactly which conversations, and customers, discussed "tree cutting" in an instant.

Customer details

Rake provides critical visitor information in real-time as a visitor is browsing your website.  

You might find it helpful understanding if this visitor is a new visitor vs. returning visitor, or, where they are from (geo-location), what site did they come from (referring site), or how many pages they have visited already in this session... if that sounds interesting and valuable to your organization, then you're going to love Rake's real-time customer details.

File sharing

Both your agents and customers can use Rake to exchange files.

Safe, totally secure, and really simple.  Just drag and drop a file on the chat area and Rake will do all the dirty work.

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Chat transcripts

Audit your conversations, mine them for insights and ideas to improve, or share them as a convenience to your customers by sending them to a specified email address.

Chat transcripts are an integral feature in Rake and key to your long term success in tailoring outstanding customer experiences to your visitors.

Scripted conversations

Manage workflows to ensure your requirements are captured every-time. Use Rake conversation scripts to expertly craft tone, data-capture, and messaging across channels and platforms. Simple question answer format is intuitive and the answers tag the conversation - so reporting also improves.

Easy to build, visual, and helpful. You'll fall in love with this innovative feature. Your CSR teams will love you for it.

Channel based routing

Conversations in Rake can route a number of ways.  First, they flow into a defined queue, which can be exclusive to a single or group of channels, or a general queue across all available agents.  Any agents who are members of that channel can accept those conversations.  

Secondly, if your team is busy, absent, or for any reason cannot get to chats in your queue in a defined service level time, those conversations are seamlessly routed to the BeeOpen service, where Rake's live agent staff-on-demand team will immediately step into action.  BeeOpen agents represent your brand using your script and business data.  Your customer will love the consistency of response, and your buiness will thrive as qualify more leads and provide a world-class customer experience.

Work efficiently. Engage everywhere.
Stop missing opportunities

Activate in 5 minutes
Free-forever
No credit card required