Omnichannel Customer Chat Guide

Written by:
Mike Mattingly
Call centers
Chat widget
omnichannel
customer communication

This post includes a guide about how to embrace omnichannel customer chat and deliver a superior customer experience. We begin with a basic explanation and first steps to take when implementing an omnichannel customer chat experience. Screenshots and illustrations are included with videos and reports. This post will be periodically updated and when first published included 10 steps to take to become an omnichannel customer chat expert.

What is omnichannel customer chat?

Omnichannel is all about consistency and as John Bowden, Senior Vice President of Customer Care, Time Warner Cable said, ‘omnichannel is orchestrating the customer experience across all channels’. Orchestra is a good word to think about when pondering omnichannel. Many channels (instruments) working together to deliver a great experience (performance). Add chat to omnichannel and you have a consistent chat (digital text) experience across many channels (platforms, ie: Facebook, your website, SMS, WhatsApp, Google My Business, etc.). Insert ‘customer’ (current and potential customers) and the concept is clear.

Omnichannel customer chat is a consistent digital text messaging customer experience across many platforms.

The importance of omnichannel customer chat

Omnichannel customer chat is important for millions of businesses because this is often the first experience a customer has with your brand. Beyond the importance of first touch, customers frequently find themselves chatting with your brand when they are upset and experiencing a growing level of stress. If the chat is bad or confusing when moving from one channel to the next, the stress grows to be unbearable and your brand will be punished. Rake includes a customer record, available across all channels, with past conversations and notes attached to help your “chatter” or contact center agent deliver a superior experience.

Using the Rake workspace or mobile app to respond to customer messages coming from several different platforms is as simple as raking leaves on a sidewalk. When a customer begins a chat with your brand, Rake sends notifications to the right people on your team. Rake sends large blue notification graphics and a unique audio tone. One or more people on your team can be eligible to accept incoming chats. Various buttons can be clicked to ‘start’ the chat. Similar experiences exist in the Rake desktop and mobile apps. Watch this video to see a chat accepted in the Rake desktop browser experience.

If your customer is engaged in their first chat with your team you should ask for name and possibly email and mobile number. Rake makes it easy for your chatter to update the customer record without leaving the chat screen. This helps improve response time and customer engagement. If your customer is chatting with your brand from your Facebook business page, Rake passes the customer information from Facebook to your chatter and you will know the customer's name when the chat begins. If your customer is chatting with your team for the second time or more, and your team previously recorded their information you will know who the customer is when the chat begins. Watch this video to see a chat agent add customer information.

Quick Messages or Canned Responses for chat conversations

Regardless of the platform your customer is using to chat with you, they do not want the chat experience to be slow. Rake helps you create pre written text messages that can include images, files and links. The Rake quick messages or as some call them “canned responses” can be programmed to be shared with your customers before they begin a chat and/or as a response. Quick reply messages can be written to be used as quick recovery messages. You can use this quick text message to let the customer know you see their chat and you’ll be with them quickly. The quick recovery message may be “Hi there, I’ll be with you in just a moment”. Quick thank you messages are great to have ready for your customers. The quick thank you message may be “Thank you for the chat” or “Thank you for the chat and have a great day”. Think about your canned responses in Gmail. These can be edited and used in your Rake quick messages. You can also use quick messages as proactive messages in Rake. Rake proactive messages are used to begin a chat with someone currently on your website. You may use the proactive message “Thank you for visiting our website, I’m available to answer your questions”. When you create this quick message you can save it as an invitation which will make it available to use when you begin the chat. Quick text messages can also be written as quick decline messages. A good quick decline message is “I’m sorry, we do not offer that service”. Watch this video to learn more about Rake quick messages.

Proactive Messages for unengaged web visitors

As a reminder proactive messages are sent through the chat widget before the web visitor engages with the chat. Create messages that will entice the web visitor to start a chat. Messages can be created to be triggered and auto display under specific events. These are programmed directly in the Rake chat widget set-up. As a good marketer you measure things like “visitors to website” and “visitors to Facebook” and “visitors to front door”. With Rake proactive messages you can say hello to your website visitors the same as you do with visitors through your front door.

Rake proactive message set-up
Rake Proactive Messages Set-Up in Workspace Editor > Rake Chat Widgets

How to Send a Transcript after the Chat

It's easy to learn how to send a transcript which is what many customers will request when their chat is ending. Rake Users can send a transcript to a customer by using the email send feature or by using the copy to clipboard feature and then pasting the transcript text in an email or word file or similar. Transcripts can also be shared internally. Share options include sharing to a channel, or with another user(s) through the share with user option. All of these share/send features are available without leaving the chat conversation. email, or copy to clipboard. Whether you need to share a transcript with your team, a customer, or your manager rake allows you to share transcripts in a way that works best for you.

Conversation Tags

Tags are a handy feature that allows users to categorize conversations. Multiple tags may be assigned to a conversation. In your Reports tab, quickly find tagged transcripts.

Conversation Reports

This tab allows Workspace Owners and Administrators to review your workspace transcripts, performance, tasks, and customer reports that can also be downloaded.

Knowledge Base

Create and store articles shareable articles with the Knowledge Base. Articles can be used for internal purposes or be created to share with customers in a chat. Use for promotions, instructions, quotes, and more.

Tasks

Create and assign tasks to users and channels. Create different task types to auto-assign to a specific user, channel, or unassigned until the task creation. Use for customer follow-ups, daily operations, and more.

Conversation Scripts

Create conversation scripts to help your workspace users navigate a chat with your customers. Build a script that helps you collect the necessary information and tag the conversation.