Live Web Chat - Web chat integrated into MiCC. Data capture messages, canned messages, customer authentication, API/CRM integration and social media messaging capabilities (Facebook Messenger).
Web Calling - Website voice calling allows your customers to call you from within your website/app with 1 click. No plugins, sign-ins or downloads. Voice calls enter your existing Mitel telephony infrastructure
Video Calling - WebRTC based video calling allows your customers to start video calls into your contact centre from within your website or app. No plugins, sign-ins or downloads required
Cobrowsing - Cobrowse with your customers to see, understand and solve their problems in real time. Join existing sessions and get an accurate render of the customer's view
Salesforce is widely recognised as one of the world’s leading CRM platforms. In 2018 Forbes named them as one of the most innovative companies in the world, and also in 2018 Indeed named them as #1 on their best workplaces list.
Talkative is always looking to expand its integrations to help provide our customers with the opportunity to embed our human-powered communications software into your CRM platform of choice. Therefore, it is only natural that we wanted to natively integrate into Salesforce as one of the world’s most powerful CRMs.
Talkative’s native integration into Salesforce paves the way for organisations and businesses like yours to communicate on a deeper level with your customers. Enabling you to convert more website leads, and provide a superior customer service.
DISCUSS THE SALESFORCE INTEGRATION
Features include data capture messages, customer message preview, canned messages with dynamic variables, credit card masking and more. Customer details & data (including account number) are automatically and securely passed through to the agent from the website
An optional pre-chat form can also be used to collect customer details. This is mapped to customer details within Salesforce. When the interaction is accepted by the agent, the account summary is presented alongside the interaction
Integration into social media channels
Real time translation in 21 languages (417 translation combinations)
Talkative embeds voice and video calling into the online customer experience, either as a direct call from the webpage or escalating a chat into a call
On the agent side, calls can be routed into existing SIP infrastructure, to a PSTN phone number, or to an agent soft phone
Chat-to-voice escalation reduces interaction times and delivers contextual human communication for customers
1 & 2-way video calling can also be used for face-to-face communication, remote diagnostics and product demonstrations
Talkative offers a tiered approach to cobrowsing to balance the need for agent efficiency and digital customer experience
The customer page view feature gives agents a view of the customer’s current page, in addition to a graphical representation of the customer’s journey through the website
With the customer’s permission, page push allows agents to send customers to a different URL
With the customer’s permission, cobrowsing gives agents greater insight and control over the browsing session. Agents see a truly accurate view of the customer’s current session and can use annotation and a mouse pointer to illustrate things to the customer
Cobrowsing does not require plugins, pop up windows or other applications. Cobrowsing is restricted to the customer’s current web page within your website. Sensitive forms and pages can be masked from cobrowsing with a single line of code
Cobrowsing will empower agents to solve problems faster and deliver a better experience to customers who are experiencing issues with your website
Talkative has taken a “Native” approach to integrating into Salesforce. The agent console is embedded into Salesforce through a Lightning web component
The Salesforce Knowledge Base is available for agents during interactions
Interaction history is sent to the Salesforce API and appended to an existing contact. Data is then purged from the Talkative database, with the Talkative application acting as a conduit of data, rather than storing any customer data
Agent workloads are configured to handle multiple chats within Salesforce. Additionally, all reporting is handled within Salesforce
Interaction history is presented to agents upon incoming interactions to provide a seamless customer care experience across channels
Works on all modern browsers and devices, allowing you converse with as many of your customers as possible
Fully customisable UI, to fit in with your brand and tone of voice
The solution requires just 3 lines of code to be integrated with your website/app
All customer interactions can be saved into your CRM and matched against customer records
As the conversation(s) occur within your website, our systems are able to pass through real-time information and analytics about the customer’s journey and website interactions
Ability to choose how and when a call is offered to customers (i.e. time-on-page or page-scroll), and allow customers to come through to different agents depending upon the page they are on
Seamlessly integrates with existing website analytics tools such as Google Analytics and Double Click
As all interaction data is stored within Salesforce objects, you can leverage Salesforce's native reporting platform to build reports and visualisations focusing on the key metrics important to your organisation
Reports include agent utilisation on a real time and historical basis, including a split by channel e.g. voice, chat, cobrowsing
Interaction type (chat, voice, cobrowsing) and outcome tags (e.g. login issue, new customer, sales enquiry) are both reported on within Google Analytics, to give a contextual overview of how your website is generating customer contact
Language settings can be localised
You can trigger contextual nudges (invitations to chats, calls etc.) based on website visitor behaviour
The Talkative environment in AWS data centre scales on demand
Users can be added within the solution with no intervention or direct contact with Talkative required
The Talkative user interface is completely customisable. A web API is available if your web developers wish to design a user interface, alternatively Talkative can provide this design, working collaboratively with any applicable design guidelines
"Talkative’s solution allows Bravissimo customers to engage with our consultants in the same way they would if they were in store, which massively improves our customers’ online experience. Talkative has worked amazingly well and we’ve seen a real improvement already. Our abandonment rate target was 10%, and we’ve managed to lower our average chat abandonment rate to 6% in the first month."
"We have been operating in the automotive chat market for years and were using several chat providers. Transitioning all our clients onto Talkative was smooth, which included integration into our custom lead distribution API. We now have 24/7 support, with issues solved quickly and efficiently from an agile UK-based engineering team."
"Talkative have been very proactive in helping us in the quest to increase our digital leads through live chat, web calls and offline messages. They have worked hard to customise all of this to suit our in-house style, as well as ensure the various lead generation tools are correctly tracking and integrated with our other systems. Fantastic service and positive results!"