How we can get data from customer when the agent starts the chat?

Beantwortet

5 Kommentare

  • Mara Simonson
    Zendesk Customer Success

    Hi Gemma - Thank you for your question! I think the best approach would be to utilize the Pre-Chat Form. This would prompt the customer to provide information, like email address and telephone number, prior to being directed to a live agent. Your agents can then review this information and the customer's question, prior to assisting. Here is a link to more information on setting this up!

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  • Gemma

    Hello, thanks for your answer.

    I did it but this pre-chat form only works with chats that the visitor starts.
    The question or problem that we have is when i activate the trigger " Automatic message to capture purchase intention " the chat doesn't be created by the visitor  but it be created by the agent or customer service, so in that case the pre-chat form doesn't work.
    My question is how i can achieve that this pre-chat form work regardless who start the conversation?
    Thanks in advance
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  • Heather Rommel
    Community Moderator

    Hi Gemma,

    That's a great use case! I am wondering if you have the users sign in at all prior to chatting. Without that, the only thing the system might be able to work off of is some sort of cache from when the user chatted before.  I am not sure where you set these things, but I'm mentioning it in case it helps.

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  • Gemma

    Thanks Heather for your help.

    In this case to know the email address or telephone is a must for us, because is the most important data to know the conversion rate (chat vs orders)

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  • Mara Simonson
    Zendesk Customer Success

    Hi Gemma - Thanks for the clarification! What you are requesting is actually an active product request. Others have contributed to this request on this Community Post. One of our product managers will jump on this post to provide further clarity on this feature request. Stay tuned for more information! 

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