An option to do a chat form AFTER a chat has started - instead of PRE CHAT
We have realized we lose a LOT of chat requests because people do not want to give the email and name prior to starting a conversation. We disable the pre chat form and we get twice or 3x the amount of live chats but now we do not have the customers information. I have noticed MANY other chat clients use a feature where you can start talking - then they have a section on top or in the chat for the customer to add their email or name if they want to. The pre chat form scares off a lot of people but we still want a way to capture the email and name DURING the chat. Many of our competitors are doing this in the chat software they use. Trust me it will increase chats 3x as much. We have the pre chat disabled and its more work for our in house staff to ask for the name and email but we are getting MUCH better results. We would like a way for the software to let the customer start chatting - then we can either request name and email and it lets them type it in, or an option in the customers chat window to add the name and email WHILE they are still able to talk so they can decide to add it or not. This would help a TON!
daniel
shared this idea
Admintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users, Thank you for choosing tawk.to and for taking the time to provide us with your feedback and suggestions. We value your input and we thank you for the continued support toward our product. In relation to your concern, currently, we don't have the feature where the user can input their details while in an active chat. However, I suggest using the shortcut feature to create relevant and useful canned responses. This will assist you to retrieve their details while your agents are on chats. Visit this link to know more: https://help.tawk.to/article/creating-and-managing-shortcuts . If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
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Admintawk.to
(top bird!, tawk.to)
commented
Hi Daniel,
Thank you for choosing tawk.to and for taking the time to provide us your feedback and suggestions.
We value your input and we thank you for the continued support toward our product.
In relation to your concern, currently we don't have the feature where the user can input their details while in an active chat.
However, I suggest using the shortcut feature to create relevant and useful canned responses. This will assist you to retrieve their details while your agents are on chats.
Visit this link to know more: https://help.tawk.to/article/creating-and-managing-shortcuts
Should you have any questions, require assistance, or just want to talk to someone at tawk.to here is a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!
(Edited by admin)