Beesender Chat Master for Creatio

Beesender Chat Master for Creatio (formerly Beesender Operator) extends out-of-the-box chat functionality in Creatio. We connect Creatio with 18 communication channels and help increase productivity.

Use cases:

1. For e-commerce businesses where a significant part of customer interaction happens through chat, Beesender Chat Master can be utilized to collect and analyze these interactions. This helps to understand common customer issues, monitor agent performance, and identify areas of improvement. The chat analytics can be used for training customer service agents and improving the overall quality of service.

2. In tech support companies providing assistance via chat, Beesender Chat Master ensures efficient distribution of customer queries. The chat distribution can be configured based on the agent's skills, expertise, and current workload, ensuring that customer queries are handled by the most suitable agent. This leads to improved resolution times and increased customer satisfaction.

3. For financial services companies dealing with complex customer queries, Beesender Chat Master allows agents to launch automated workflows in response to customer inquiries. This can be particularly useful for handling frequently asked questions or common requests, freeing up agents to handle more complex queries and enhancing customer service efficiency.

4. In call centers where chat and voice support are both utilized, Beesender Chat Master can facilitate seamless transfer of customer interactions between chat and voice channels. This helps to ensure that customers receive timely and appropriate assistance based on their preferences and the complexity of their queries. The ability to easily transfer between channels can significantly enhance the customer experience and streamline operations in the call center.

Key features:

• Dynamically assigning chats to relevant agents or agent groups
• Transferring chats from one agent to another agent or group of agents
• Notifying agents of new chats in four ways
• Creating a new contact, lead, and/or case during a chat
• Launching business processes during a chat
• Automatically saving customer's social media accounts obtained through instant messenger to the communication channels detail in the contact's page
• Initiating a new chat from a contact page in the Creatio interface
• Resuming a closed chat (re-opening the chat)
• Identifying authorized users communicating through the website widget
• Receiving images and files from customers when communicating in instant messengers and saving links to the chat detail in Creatio
• Answering quickly through "quick answers" templates
• Searching by full text for the relevant template
• Sending files to the customer through the company's FTP server
• Sending articles from the knowledge base to the customer
• Displaying related contacts, leads, and cases on the chat page
• Saving all communication history to the chat page
• Storing all chats on the contact page
• Assigning the category of the request upon closing the chat for future segmentation
• Generating code for connecting the widget to the website
• "Peeping" on the customer typing in the website widget
• Analyzing chats and operators

Additional options:

• Hybrid Dialogs "Chatbot - Agent - Chatbot" (requires Beesender Bot Master license). 

• Website live chat;
• WhatsApp Business API (with the option to choose any WABA-service provider);
• Instagram Direct;
• Facebook;
• Facebook Messenger;
• Facebook Workplace;
• Microsoft Teams;
• Twitter;
• Skype;
• Viber (including Viber Sessions);
• Telegram;
• WeChat;
• Line;
• Drift (coming soon);
• Intercom (coming soon);
• Mobile applications (API);
• Customer portal live chat.