Detailed Use Cases for Freshchat Integration

Created by Janardhan Baskar, Modified on Tue, 27 Aug at 12:19 PM by Janardhan Baskar

1. Provide real-time customer support

Task: Assist customers instantly through chat.
Trigger: Whenever a customer initiates a chat session.
Action: Freshchat automatically connects them to a support agent or chatbot.

2. Route conversations to the right team

Task: Ensure customer inquiries are handled by the appropriate department.
Trigger: Whenever a customer selects an inquiry topic.
Action: Freshchat automatically routes the conversation to the relevant team.

3. Monitor customer satisfaction

Task: Track and improve customer satisfaction during support interactions.
Trigger: Whenever a chat session ends.
Action: Freshchat automatically prompts customers for feedback and logs the responses.

4. Automate responses to common queries

Task: Reduce response time for frequently asked questions.
Trigger: Whenever a customer asks a common question.
Action: Freshchat automatically sends predefined responses using AI chatbots.

5. Track and analyze chat performance

Task: Evaluate the effectiveness of customer support.
Trigger: Whenever chat interactions are completed.
Action: Freshchat automatically generates performance reports on response time, resolution time, and customer satisfaction.

6. Notify agents of high-priority messages

Task: Ensure prompt responses to urgent customer inquiries.
Trigger: Whenever a high-priority message is received.
Action: Freshchat automatically notifies agents and escalates the conversation if needed.

7. Integrate chat data with CRM

Task: Keep customer information consistent across platforms.
Trigger: Whenever a chat interaction occurs.
Action: Freshchat automatically syncs chat data with the CRM system.

8. Personalize chat interactions

Task: Tailor chat experiences to individual customers.
Trigger: Whenever a returning customer starts a chat.
Action: Freshchat automatically provides agents with customer history and preferences.

9. Automate follow-up messages

Task: Ensure continuous engagement after a support interaction.
Trigger: Whenever a chat session is completed.
Action: Freshchat automatically sends follow-up messages to check on customer satisfaction and offer additional assistance.

For more details, visit the Freshchat Integration page.