Rake customer chat comes with website widgets, social media integrations and SMS functionality. Used by contact centers and commercial businesses around the world.
At its core, any omnichannel strategy is about establishing a consistent customer experience, across multiple platforms. Rake helps you build a great two-way omnichannel chat experience, across the most popular messaging platforms including SMS. This puts you where your customers are and ensures your availability when they are ready to engage.
Answering chats from multiple platforms like your website, SMS, Facebook and WhatsApp is important but can be overwhelming. Rake solves this problem with a single inbox for all of your chats. Regardless of where a chat originates, answering the chat is simple, consistent and fast.
Use Quick Messages by Rake to simplify and speed your most common chat replies or conversation starters. Available with one click, you'll help your team stay on-brand with consistent and strategic messages. Quick Messages save time, improve accuracy, and maximize customer conversations.
Sometimes customer chat conversations require follow-up tasks or knowledge base research and knowing information about the customer when the conversation begins helps improve customer conversations. Rake includes these extensions in all Rake plans.
Add a Rake chat widget to your website and convert website visitors into engaged customers. With a few clicks the Rake chat widget can be set to appear only when you or your team are available or follow scheduled business hours. Adding the Rake chat widget to website platforms including Wix, GoDaddy, Squarespace, and Shopify is simple for anyone with basic website skills. A WordPress plugin is available and includes similar functionality. Customized colors to compliment your brand, multiple languages, and precise page positioning are included in all Rake plans. Wait for visitors to ask questions or send proactive invitations to encourage engagement. Once a conversation begins, customized routing ensures the right people in your organization are instantly connected.
Social media customer support is very effective because it enables customers to chat with your team on the platforms they already use. Each month over 1 billion messages are sent to businesses through Facebook Messenger. This comes from the MESSAGE button found on Facebook business pages. 70% of people expect to message businesses more in the future with customer service questions. Connecting Rake to social media platforms and SMS requires no coding and requires only a few simple clicks.
Rake's intelligent proactive messaging algorithms detect when actions or circumstances match a programmed message. When they do, the system sends a custom crafted message to your website visitor to encourage engagement. For example, if you are running a special on women's shoes, visitors on your web page: myshoeshop.com/shoes/womens could receive a message like "Let's chat about today's special offer on Pumps and Heels!". After a little setup, everything about proactive messages is automated. Just be ready for all the new customer conversations.
Rake omnichannel customer support includes SMS. Each Rake workspace includes access to a unique SMS number and additional numbers can be purchased directly in the Rake workspace. SMS numbers can be attached to the omnichannel customer chat inbox and when someone sends a text message it comes to the Rake workspace as a typical chat would from the Rake chat widget. Sending a text has become the most natural form typed messaging. SMS is a great additional to any omnichannel strategy.
The Rake customer chat features include customer details and chat history. While chatting with a customer, the User can see the customer's email address, name, phone, previous visit count and past conversations and related tasks. The User also sees, geographically, where the customer is if the chat is taking place on the business website. Read our blog post about how you can make the most of these chat features.
Chat transcripts are critical when it comes to follow up and understanding customer sentiment and satisfaction. With Rake you can share transcripts with your customer and with internal Users as well as specific conversation channels. Transcripts can be copied in one click and can be shared by email with one click and an email address. Transcripts are automatically added to task details when a task is created as a chat attachment. Rake allows Users to add TAGs to chat conversations during or after the chat has ended. Rake TAGs making searching for conversation history quick and easy. Read our blog post about how you can make the most of these chat features.
While the Rake chat software is easy to learn and use, contact centers are using Rake as they value the professional functionality. Rake chats include dynamic features like Transfer and Takeover. If a chat User can't provide enough help to satisfy a customer, the User can request a transfer to someone they believe is better prepared to serve the customer. If an administrator is monitoring a live chat conversation and decides the User needs assistance, they can immediately takeover the chat. No permission needs to be granted as the takeover agent has administrator rights. Read our blog post about how you can make the most of these chat features.
Use the WordPress Rake Live Chat plugin to enable real-time engagement tools like website chat and visitor monitoring of your WordPress website. This requires minimal setup and no coding. Instantly engage with website visitors and customers and enable a quick resolution to their questions or concerns. Increase online sales and conversions, and build stronger customer relationships with a fully functional WordPress live chat plugin.