Product Overview of JivoChat
JivoChat is a comprehensive business communication tool designed to help businesses engage with their prospects and customers in real-time across multiple channels. Here’s a detailed look at what JivoChat does and its key features:
Core Functionality
At the heart of JivoChat is its live chat capability, which enables businesses to connect directly with website visitors, answer questions, discuss deals, and offer expertise in real-time. This synchronous communication allows for immediate responses, enhancing customer satisfaction and conversion rates.
Key Features
Multi-Channel Support
JivoChat integrates various communication channels into one omnichannel app, including live chat on websites, emails, calls, Facebook Messenger, WhatsApp, Viber, Telegram, and phone calls. This allows businesses to handle customer requests from multiple sources through a single dashboard, ensuring seamless communication and better customer support.
Real-Time Monitoring and Engagement
The platform allows businesses to monitor website visitors in real-time, seeing the pages they are browsing and their visit history. This enables proactive engagement with visitors through personalized messages, helping to turn visitors into leads.
CRM Integration
JivoChat includes a built-in CRM system that stores all customer data in one place. This integration enables agents to access customer profiles, including names, email addresses, and personal preferences, facilitating holistic and personalized conversations. The CRM also allows for task assignment, reminders, and organization using statuses, tags, and a Kanban board.
Canned Responses and Smart Suggestions
To streamline customer support, JivoChat offers canned responses and smart suggestions based on previous messages. This feature helps agents handle multiple customer requests efficiently and consistently.
Tags and Comments
The platform allows businesses to create custom tags to segment users based on specific criteria, such as frequent requests or first-time vs. repeated interactions. Comments can be added to describe dialog results, ensuring that important information about clients is readily available for future interactions.
Performance Metrics and Feedback
JivoChat provides tools to monitor the response time, duration, and customer ratings of each live chat conversation. This data helps in giving feedback to the team and improving overall customer service quality.
Omnichannel Experience
JivoChat ensures an omnichannel experience by allowing customers to initiate conversations through various channels and continue them seamlessly even after leaving the website. Features like one-click calls and messages via social media and instant messaging apps enhance customer convenience.
Additional Benefits
- Personalization: JivoChat offers multiple personalization options, including colors, branding, and operator avatars, to align the chat experience with the business’s brand.
- Asynchronous Live Chat: The platform supports asynchronous live chat, allowing agents and customers to reopen chat archives and continue conversations at any time.
- Centralized Inbox: All messages and chat history are stored in one inbox, eliminating the need to switch between multiple communication tools.
Pricing and Availability
JivoChat offers a free trial and a free version, with a starting price of $19 per year. It is highly rated by users, with an overall rating of 4.6 out of 5 based on numerous reviews.
In summary, JivoChat is a powerful tool for businesses looking to enhance their customer communication and support. Its robust features, including live chat, multi-channel support, CRM integration, and performance metrics, make it an ideal solution for improving customer engagement and satisfaction.