🌟As a support or sales rep, you’re expected to respond to customers, resolve issues or convert leads as quickly as possible without losing personal touches.
💡All you know, the Inbox adapts to all your needs above. We know it’s the core of every messaging tool. Hence, our team constantly meditates carefully on how to meet 100% of user expectations about Chative Inbox when chatting daily with customers 🌿
🔥For now, we can confidently say that we had completed the first step on that journey when we cleared more than 80% of the bugs in the Inbox. Our new Inbox will help you stay on top of everything by bringing a premium experience.
🚀Let’s start a new fantastic month with a bunch of updates from the Chative team!
In this release, we have rolled out a more powerful inbox – simpler, quicker, and more convenient, with many significant improvements 👑
🚀 What’s new?
Contact Activities Log is now accessible via Inbox!
Our insights when building this feature
CX is one of the most essential elements of a business strategy. As we all see today – its importance nowadays is increasing.
- 29% of customers are frustrated by scripted, impersonal responses in live chat.
- 96% of customers say customer service is important in their choice of loyalty to a brand.
- One-third of consumers say they would consider switching companies after just one instance of bad customer service (American Express)
It’s no secret that knowing your customer inside out is key. Before you do anything with your business, go on a journey of discovery about your hero customers.
Being an innovative messaging platform, we’ve rolled out a new update of the contact activities feature. It allows you to track your customers’ pages in real-time while chatting with your customers in Chative inbox.
Why tracking Contact activities important for your business
- Know which page your customers are browsing on your website and provide a proactive connection.
- Tailor your messages and personalize your conversation with the given data.
- Have an overview of the customer behaviors to provide excellent support close at hand.
Check out the “new face” of contact activities log in the inbox right here.
🎯Other Improvements
- Added animation effect for showing the messages sent by agent. The agent’s avatar and latest messages will show up smoothly when you send a new message in your inbox.
- Faster and smoother effect when switching between conversations. The conversation will be marked yellow if your latest message is a note. Then, in the conversation list, you will not be confused about whether the latest message of a conversation is a note or a sent message.
- More editing space for the composer. It will help you have more space to see the long message without needing to scroll up and down.
🔥 Bug Fixes
- Your note will be kept as a draft even when you go to another conversation or another channel.
- Sub-menu in the Assignment field now can be collapsed for a cleaner UI.
- The notification message that notifies incoming messages will disappear when you click on it or scroll down to the end of the conversation.
- In case you have multiple organizations, the Inbox will show the right conversation which belongs to a specific organization, not any of the ones in another organization.
- The screen will show the loading indicator, instead of “No data available”, when loading data in the conversation list, conversation details, and contact details.
- The text will not be overwritten and cause you to scroll to see the full name anymore.
- When you add a value with white space to the custom field in Inbox, you could not edit that value. Now, instead of that, the custom field will display “No value”.
- In sample conversations, the agent’s avatar has been added right at the right of sent messages, instead of the anonymous icon.
- You will be redirected to the right conversation with a customer that you choose to see from the Contact details.
- You can type a maximum of 2000 characters when texting a message in the composer.
💌 We’re always looking for ways to improve your experience on Chative. Leave your feedback and share your thoughts via any of our channels or via this form, if you’ve got ideas of your own.
💪 Stay tuned for more crazy updates in the future!
