Contact Center

Chat with WeChat customers in real time and share with them resources such as KB articles, videos, etc.

Route new chat requests to the right agents based on data in Salesforce, such as customer SLA and agent skill set.

View WeChat user segmentation and tag them while chatting with them.

Send payment requests through the Live Chat window.

Customize agent statuses and their auto replies to let WeChat customers know why their assigned agents are not responding and when they will be available.

Transfer WeChat customers to other agents and internal resources whenever needed.

Allow WeChat customers to submit a quick Yes or No survey after a chat conversation ends to rate their customer support experience.

Record cases either manually by agents/customers or automatically using Salesforce Process Builder.

Deliver automated notifications when progress is made to cases.

Use Quick Replies to answer frequently asked questions from WeChat customers.

Reduce agent workload by sharing with WeChat customers resources using Smart Replies before connecting them with agents.

Further reduce agent workload by using Charket chatbot to process more complex WeChat customer inquiries.

Allow agents to support WeChat customers anytime anywhere.

Allow supervisors to monitor chat conversations, view chat analytics, and transfer WeChat customers among agents.

Support WeChat customers from Salesforce Lightning Console and view their 360 data with minimum clicks.

Add Charket Live Chat to Salesforce Omni-Channel to use one chat window to support customers from all channels.