Getting Started with REVE Chat

REVE Chat is an omnichannel live chat platform that provides real time sales and support assistance with AI powered chatbots.

We will explain how to get started and use the dashboard properly to navigate in the right way. Go through the video tutorial to walk-through on how to get started with REVE Chat.

Dashboard

Once you integrate REVE Chat, you will land on the homepage or dashboard, which essentially provides the overall summary of your conversational data and key metrics. 

REVE Chat dashboard provides you an overview of the below metrics:

• Real time status:  It provides you all the real time data of total online visitors i.e. the number of engaged visitors and queued visitors. 
• Chats: It gives you a view of total chats i.e. missed and offline chats based on the time duration.
• Bot chats: It provides the data on how many chats were handled by the bot and the conversions that needed human handover.

Chat window

The chat window is where your visitors & customers are going to spend maximum time. It is here they will interact with your support agents to ask their queries. It is in the chat window, you can have a live view of the visitors, conversations, and the visitor’s profile.

You get a clear view of total online visitors, the number of engaged visitors, and how many are queued.

The conversion window shows the chat between your agents and visitor. The agent can use different options like co-browsing, video chat, screen sharing to make the conversions faster and effective. 

In the visitor profile section, you can get to know the origin of the visitor. Here you can add email, contact details, notes, etc. for better clarity about the visitor.

Agent management

You can manage your agents effectively to deliver superior customer service. You can add agents by assigning them the specific roles of admin and agents to define the flexibilities to your agents.

Managing agents help your business to:

• Balance the distribution of chats uniformly across all agents so that some are not overburdened.
• You can update the profile with the original picture of the agent to make chats more effective.

Integrations

Connect REVE Chat with the tools you already use. REVE Chat integrates with dozens of popular third-party apps ranging from CMS, CRM and eCommerce platforms.

Reports

Live chat analytics provides you valuable insights into your agents as well as your visitors. You can monitor agent performance by accessing the chat histories, agent performance reports, wait time reports, and adjust staffing and training as needed.

To learn about the main components of reports and analytics. Click here.

Settings

The Settings menu in the REVE Chat dashboard allows you to reset the features, enable and disable options as per your business requirement. 

Chat routing

REVE Chat’s routing rules allow you to transfer chat requests to an agent or department based on a specific set of rules. It helps to save time as it allows visitors to be routed to the right person to help them, replacing the need for manual transfers. 

Learn more about routing rules. 

Canned responses

Canned responses are pre-drafted answers for the frequently asked questions to deliver faster and consistent responses. Agents can save plenty of time by using these answers instantly to their chats and messages. 

Know more about the canned responses. 

Department set up

Setting up departments is an effective way to handle chat routing and reporting for separate teams.

• You can set up departments to improve response time by transferring chats to the right departments. 
• You can accelerate better customer satisfaction by reducing the average chat handling time of website visitors.

Live engagement

REVE Chat offers a complete customer engagement suite with advanced tools such as co-browsing, video chat and video recording that helps to collaborate with your customers in real time on websites and mobile apps for the best experience. 

Co-browsing – Collaborate with your customers in real time and guide them through a complex form fill up or the application process. 

To know more about how to enable co-browsing, click here.

Video chat – Get in touch with your customers instantly and guide them in quick decision making, which improves customer experience.

Video call & voice recording – Recording customer service calls can be useful to have a better understanding of customer conversations and how your team is performing.

Customization

REVE Chat offers you a number of great widget customization options. Make sure to customize your chat widget to reflect your brand and boost your overall customer experience. 

• Customize the look and feel of the live chat widget to match your website branding.
• Your widget customization options enable you to edit the theme, theme color, language, agent avatars, welcome greeting, etc.
• Add your agent’s avatar to give a human touch to your conversations.

Chat Window

It refers to the setting of the chat window with an important element that is queuing. Queuing helps to manage your customer expectations effectively by providing the right information about waiting time when your agents are busy. 

Once you are done with all the settings, click the Save option to apply the settings successfully.

Chatbots

You can automate your customer support and sales process by building your own chatbots by going to the bot builder menu on the REVE Chat’s dashboard.

With AI-enabled chatbots you can:

• Engage with your customers 24×7, when your team is not available or busy. 
• You can easily scale your support during peak hours or high chat volume, without any additional costs.

REVE Chat offers you ready-to-use templates to build your chatbot faster and deploy across your business use case. You can also build your chatbot from scratch. 

If you want to design your unique chatbot, refer to how to build your first chatbot to go through the best practices and tips.