Quick Start: Customer Management

1. Overview

The part of the [ Client ] allows you to manage customers, conversations, tags, and response templates. Mastering this part helps improve response efficiency, refine customer profiles, and drive business growth.

 

2. Key Features

2.1 Customer List

This section displays comprehensive customer details, including phone numbers, emails, channel sources, visitor tags, and more. You can also re-engage users via chat, send bulk messages/emails, and assign tags to streamline marketing strategies.

 

2.1.1 Quickly filter your customers

Use the search bar to find customers by key details. Apply advanced filters to target specific customer groups (e.g., by tags, status, or activity).

 

2.1.2 Batch Customer Management (Add, delete, export, etc.)

Perform bulk actions: Add, delete, tag, or export customers in the [Customer List] for seamless integration with your workflows.

 

2.1.3 View Details & Re-Engage

In the [Customer List], you can view customer information and reply to chats.

Click a customer’s name or details to view their full profile. Select Talk Back to resume conversations in their chat history instantly.

 

2.2. Session Management

Monitor active and closed conversations, conduct quality checks, and review interactions to improve service standards.

 

2.2.1 Search Conversations Efficiently

Filter conversations by date, agent, status, or duration for quick retrieval In [Session Management].

 

2.2.2 Check the Conversations data

Click a contact’s name to review their chat history, search messages, or view customer ratings.

 

Use the Search Chat Content feature to scan all conversations for specific keywords:
Go to Session Management > Enter keywords > Click Search.

 

Click on the contact name >, search for chat content above, view the customer's rating on the right >, and click the talk back button below to chat back. 

 

In addition, you can search chat content for all conversations.

Click [Session Management] > Click to search chat content > Enter the search content > Click to search.

 

2.3. Tag Management

Organize visitor tags and session tags to segment audiences for targeted campaigns or automation.

 

2.3.1 Visitor Tags

In [Tag Management - Visitor Tag], you can manage your visitor tags, including classification, addition, editing, and deletion of tags. Improving visitor tags will help you locate customer information more accurately and categorize customer at work.

 

2.3.2 Tag Management

In [ Tag Management ], you can manage your session tags. You can create up to three levels of session tags to best suit your different work scenarios.

 

2.4. Word Library

Store and manage frequently used replies, categorized by language, to speed up responses and boost conversion rates in the material library.

 

2.4.1 Management of the Word Library

The [Word Library] contains multiple template categories (e.g., by language or topic). Add, edit, or delete templates, and attach images for richer context to help you better solve customer problems.

 

2.4.2 Use of the Word Library

You can quickly insert pre-saved templates from the Word Library at the [Chat]. For detailed instructions, refer to the guide on how to use the speech library.