Live Chat and Helpdesk Integrations
Customers increasingly expect to ask a quick question and get a quick answer. Live chat and helpdesk tools, such as Intercom, Zendesk or Freshdesk, let you do that on your website while keeping every conversation organised in one place.
This article looks at how these tools connect to your site and how they fit alongside your existing support process.
What These Tools Add
A connected support tool turns scattered messages into trackable, assignable conversations.
- A chat widget appears on the pages you choose.
- Visitor details and page context are passed to your agents.
- Conversations become tickets that can be assigned and tracked.
- Common questions can be answered by automated replies.
Getting Support Right
The technology only helps if it fits how your team actually works.
- Decide which hours chat is staffed and what happens otherwise.
- Set up canned replies for your most frequent questions.
- Route tickets to the right team automatically.
- Review response times to keep service levels high.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.