Ask any master craftsman in any discipline and they’ll tell you that in order to master your craft you need to first master your tools. To help you master Customer Happiness and Success, here are 9 things you probably didn’t know you could do with tawk.to:
1. Add a video, image or search bar to your widget
Widget Cards allow you to personalize the content of your widget. You can add any kind of content, including videos, images, agent profiles, Knowledge Base Search bars and more. It’s like having a mini-website in the chat.
Learn more about widget cards here:
Announcing Widget Cards: Make it even easier for customers to get the answers they need, fast
2. You can use Shortcuts when replying to tickets
You can create and use shortcuts (canned responses) to answer common questions by simply typing a forward slash ( / ) followed by a keyword. For example, you could type /hello to quickly send a visitor the text: “Hello, how can we help you today?”
Shortcuts can be used both in live chats and when replying to tickets.
3. Attract visitors to chat with attention-grabbing bubbles
Most website owners customize the tawk.to widget to suit their colors and branding. However, you can also select from dozens of pre-made attention bubbles in our gallery — or even upload your own!
Adding an attention-grabber is a great way to bring attention to the widget so your website visitors never miss the opportunity to ask a question when they need you most.
4. You can hire chat agents through tawk.to for $1/hour
If you don’t have the time or you simply don’t want to answer chats all day, we have a team of native-speaking agents that will do it for you for just $1/hr (yes, you read that correctly – it only costs $1 per hour).
When we first launched tawk.to, we wanted to offer messaging software completely free of charge so ALL businesses, both large and small, could afford to offer their customers the best possible customer service experience through messaging.
With over 5 million customers now using tawk.to, we quickly came to realize that the most expensive component of adding chat to your website isn’t the cost of the software. It’s the cost of manning the chat 24×7.
So we solved that problem for you and now offer qualified chat agents to hire for just $1/hr. You can learn more here.
5. Create and assign tickets in a built-in ticketing and support center
tawk.to isn’t just for chat. It’s also a powerful ticketing system.
When you first signed up to tawk.to, you probably thought (and many still do think) that the application just offers live chat. Yet we have a fully-fledged, Multi-site ticketing system built right in.
You can forward an email such as support@yourdomain.com to your incoming ticketing forwarding address, which is found in the Property Settings.
Check out a video walkthrough to see how the ticketing system works: How to use messaging and ticketing
6. You can proactively engage visitors with triggers
Triggers are automated messages used to encourage chat engagement. A basic trigger will automatically open a chat window after a pre-determined amount of time and pose a question to the visitor, such as “Hello, how may I help you?”
However, you can create rules with complex conditions based on visitor events and properties.
Chat Rescuer
This trigger is used to auto-reply to messages if agents don’t respond in time. You can set a message delay from 1 minute up to 1 hour.
Page Notification
This trigger is used to send a notification to a visitor if they’ve remained on a particular page for X amount of time.
Site Notification
This trigger is used to send a notification to a visitor if they have been on the website for X amount of time.
Advanced Notification
Choose from a variety of variables to define the trigger behavior.
7. You can direct message other agents and create group chats
Ever wanted to have a quick chat with one of the other agents in tawk.to? There’s no need to leave the Dashboard. In the sidebar, you can direct message other team members and create group channels to chat with any agent you’re connected to via a property.
For example, a member of a Sales Department may want to create a group just for the Sales Team. They can then send group chat messages only with team members invited to that group. via the dashboard or our mobile apps.
8. Track user satisfaction
Every time you answer a chat, a visitor has the option to like or dislike the conversation, and each of those events is recorded in the Reporting section. This allows you to determine how your customers feel about your customer service.
Each report can be filtered by Date Range, Agent, Department and even Tags — so you can narrow down exactly where the problems are that need to be solved.
9. Create Properties, Pages and your Profile — they’re all different
At tawk.to, you can create an unlimited number of properties. Every property includes a hosted Chat page, messaging and ticketing center, Knowledge Base and more. And every agent account includes a Profile.
✔ Properties are associated with websites on which you add a chat widget and answer live chats.
✔ Pages refer to tawk.to hosted Pages
✔ Profiles refer to hosted personal Profiles Pages we provide
Pages are great for users that don’t have a website. For example, you may wish to create a Page for an eBay listing or online classified advertisement. You can use any name you want for a Page, as long as it’s not already taken.
Examples:
- Property: The widget on tawk.to
- Profile : tawk.to/johndoe
