One of the most important aspects of good customer service is a fast response time. When contacting you via live chat, visitors often expect a quick response. If they don’t receive the answer within a few minutes, they might just slip away.
However, sometimes operators can’t respond to all customers right away due to the high volume of incoming chats or if the message is sent outside your business hours. To help you retain customers and stay connected with visitors, we have added a new feature to Chaport: autoresponder!
The autoresponder is a bot that sends automatic replies to visitors’ messages. This is a great way to give your customers a timely response when your operators are offline or busy with another customer.
There are two scenarios where you can use the autoresponder:
- Replying to a visitor’s first message You can set up the autoresponder to send replies immediately after a visitor’s first message. The auto-reply will let the visitor know that their message is received and will be answered as soon as possible. You can activate the autoresponder to send replies when your operators are online, offline, or both.
- Replying when a visitor is waiting for the first response Sometimes operators have to handle a large number of chats at a time, which may result in a delay with the responses. In such cases, you can set up the autoresponder to send replies when operators are online but can’t respond to new chats right away. You can specify visitors’ waiting time, after which the auto-reply will be sent: 1, 2, or 5 minutes.
To enable the autoresponder, go to Settings → Chatbots → Autoresponder.
We hope that this new feature will help you make your customer interactions even more effective and convenient!
Feel free to share your thoughts in the comments below. We’d love to hear from you!
