Spettacolo
Localz adds Group Chat Function to its customer engagement Solution
Customers receive an SMS or email reminder on the day of their appointment. Messages contain a link to a web-based customer portal, where customers can track their technician's arrival and start a conversation.
Field operatives can take part in chats through the Localz operative app or through integration with an existing mobile worker app. Operatives are notified when the customer or contact centre sends a message, and can reply directly through the app. They can also initiate a group chat, or send a message directly to the contact centre.
Office staff can view and join in group chats, or to chat directly with an operative via the dashboard. Advisors can view current chats in a dedicated sidebar while navigating the dashboard. They can also start a chat by clicking on a driver or job in the map view.
The Localz dashboard makes it simple for businesses to keep track of service-related chats in one central location, removing the need to rely on consumer messaging apps.
All chat transcripts are securely stored and accessible via the dashboard and chats involving customers are stored alongside job details, so the whole process is auditable and transparent.
At a glance, businesses can see who took part in each chat, which job it was related to, and when the last message was received.
"Clear, secure communication between mobile operatives, advisors and customers is critical to delivering the next generation of last mile services. We've already seen organisations empowering field staff and customers with two-way communication. By looping in the office-based team, businesses will enable quicker answers and increased transparency. We have seen a significant growth in demand for a secure, auditable and fully integrated group chat feature and are delighted to now be able to deliver this to our current and future customers," said Tim Andrew , CEO & Co-Founder at Localz.
For more information about Chat My Way: https://www.localz.com/modules/chat-my-way
Localz are experts at digital customer engagement, combining real-time location tracking and customer communications. Localz takes the last mile complexity out of service appointments, offering businesses configurable, bolt-on solutions to make the day of service awesome and keep customers in control.
The Localz modular platform enables real-time service tracking, accurate ETAs, two-way and multi-party communication, along with instant feedback forms. Localz is proven to reduce no-access rates, call centre volume, follow-up calls and operational time while increasing customer satisfaction.
Industry-leading clients around the world use Localz, including Clarion Housing, DuluxGroup, Watford Housing Trust, Wates, RAC, HSS Hire, OVO Energy, Welsh Water, Autoglass, Rentokil, and Woolworths.
For more information: www.localz.com