It’s been a while since our last update, and we’re here to make up for it!
Revamped dashboard
We’re making incremental steps towards turning Chatra into a powerful multi-channel messaging solution that would include working with emails as well as chats and Facebook messages. As a part of the preparations, we have slightly revamped the agent dashboard.
We have redesigned the conversation queue and got rid of the “Missed” and “Banned” tabs: the old names didn’t reflect well the way the queue worked. Instead, the conversations are now grouped into 3 tabs:
- “My” – contains conversations that you are currently participating in
- “New” – contains all unanswered conversations
- “All” – the full list of conversations in your account, including the banned ones (they’re now greyed out and blurred)
The list of conversations looks more informative too: in addition to a slight facelift that includes new fonts, colors, and icons, we have also added avatars of agents who joined the conversations, as well as the geographical location of your visitors.
We believe this streamlined layout is a lot more intuitive and capable of making your work easier.
Chatra Books
The last couple of months we have been secretly working on drafting and e-publishing Chatra customer support books and, finally, the first one is ready!
Customer support has always been at the core of everything we do at Chatra. It started in 2012 with our first, e-commerce company, and since then we have been supporting, assisting and helping our customers solve their problems in many different ways.
Years of experience really helped shape our approach to customer service, and we’re glad to share these ideas, tips, and tricks with you. Want to make your customers happy and provide better support? Read our books!
You can already read our first one, an “Ultimate Guide to Customer Loyalty”, and over the course of the next few months, we’ll be releasing more books and improving the existing ones until we cover all the different aspects of customer care.
Other small changes
A lot of you have been asking for the ability to copy and paste images from the clipboard – ask and you shall receive! Might be useful if you want to take a screenshot and quickly send it to a customer.
We have also tweaked the chat rating interface to improve the user experience.
That’s it for today! What do you think of these updates? Do you have anything to add or just want to give some feedback? Simply leave a comment or chat with us!