Providing tailored services is becoming increasingly important in today's market. That's why in this talk we will present how we leveraged Odoo's standard Live Chat capability to create an enhanced feature that improves the customer experience for both clients and operators on the platform. In particular, the main innovations focused on:
- An enhanced tool capable of instantly identifying existing clients. This feature empowers operators to engage in personalized chat strategies using detailed information on past interactions, purchases, and preferences, thereby enhancing their ability to deliver effective and personalized support.
- An improved chat management system that sets a maximum number of chats an operator can handle simultaneously, ensuring balanced workloads and timely responses. Moreover, thanks to a new queue management system, clients are redirected to queues without being directly assigned to operators. As a consequence, the stress level of the operators decreases significantly as they will no longer be overwhelmed by a high number of new chats at the same time.
- A system able to track the origins of the channels linked to different client interactions, such as social media, website chat, and the client's personal page.
In summary, in this talk, Leonardo will show how these enhancements represent a significant advancement in customer service capabilities, offering efficient, personalized, and integrated support across diverse communication channels.