Hi 👋

Imagine reaching out to a business on social media. Midway through the conversation, you and the customer service agent realize that it might be easier to solve your problem via live chat. 

That’s where CCC comes into play. Centralized customer communication. I made that up. It’s a synonym for omnichannel communication. Anyway…

With omnichannel customer service, your customers can switch to a different channel and carry on with your conversation using that channel — with all the context and customer information you need.

In other news:

• You can now reply to Instagram direct messages (DMs) via LiveChat.

• You’ll love the new blog from the folks at KnowledgeBase.

• You’ll learn how to write a banger of a chatbot welcome message.

• You’ll never miss a HelpDesk ticket with the LiveChat mobile app.

• You can expand your communication range with LINE.

All the messaging apps you need under one roof

“Omnichannel” is no longer just a buzzword. Its essence is in providing consistent customer interactions, no matter the communication channels they use. Whether it’s live chat, phone, email, social media, or messaging apps, omnichannel communication connects them all for improved customer experience.

Integrate the apps linked below with LiveChat to let customers talk to you using their favorite apps. This will also make your life a lot easier because you’ll manage all your chats in one place — the LiveChat app. You can even elevate chats to voice, video, and screen sharing to get more sales.

You can now reply to Instagram DMs via LiveChat

Staying on-topic with omnichannel communication, this integration with Instagram is the latest addition to the roster of apps you can connect with your LiveChat account. 

The integration forwards Instagram DMs, story mentions, and story replies directly to the LiveChat app, where they appear just like a normal chat. 

What’s in it for you?

1. A convenient way to answer Instagram DMs, story mentions, and replies.

2. A secure and stable connection based on Instagram and LiveChat API.

3. A privacy-aware integration compliant with Instagram policies.

4. Access to automation features with the Chatbot integration.

All about customer self-service and knowledge management

Excellent customer service goes beyond a powerful live chat. To go the extra mile for your customers, you should think about knowledge base software. 

Feel invited to follow a brand new blog from KnowledgeBase, a soon-to-be goldmine of information about knowledge management. For now, you can explore the benefits of knowledge management for your organization, including: 

• improved operational efficiency

• increased collaboration

• data security 

• and much more

Learn how to write a banger of a chatbot welcome message

The welcome message is the first interaction between the chatbot and the user. It can either encourage the user to start a chat or discourage them from further conversation. Watch the latest lesson from the ChatBot Academy to learn:

1. What is a chatbot welcome message?

2. Why is creating a good chatbot welcome message important?

3. How can you write a good chatbot welcome message?

Never miss a HelpDesk ticket with the LiveChat mobile app

With this new update, you can receive a push notification in the LiveChat mobile app whenever there is a new unassigned HelpDesk ticket or someone sends a new message in a ticket assigned to you. 

This way, you will never miss a new message from your customers, even when you’re on the go.

Expand your communication range with LINE

Keeping up with the newest trends in customer support can be hard — there’s always something new to learn. We’re sharing something that’ll benefit your team and customer satisfaction to make it easier for you.

LINE integrates with LiveChat and extends your support capabilities. Another support line is an indefinite help to ensure you don’t miss any sales opportunities and allow your customers to contact you how they like it — right at their fingertips.

Thanks for reading this far! Feel free to let me know what you think by replying to this email or getting in touch with me on LinkedIn. Have a great day!

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