CX Solution
Dialpad - Freshdesk
Background
Tiktok Seller Center acts as an e-commerce warehouse for vendors who wishes to publish their product for the consumers visibility. So, whenever customers have queries regarding the product, the communication between the customer and the vendor will happen via a chat application called Tiktok Customer Service Chat.
Business Challenge
In order to handle the customers, the vendors migrated to the Freshworks product called Freshcat CRM, which primarily offers chat support and certain additional features that helps the vendors use case.
Sandeza Solution
A solution was developed by Sandeza for integrating Customer Service Chat with Freshchat. Doing this will help the vendor to attend all the inbound messages from the customers and also reply to it from Freshchat. At the same time vendors can customize their chat channel’s threading interval and also handle other third party chat channels parallelly in a single chat widget. Also, the vendors can view the top most important information about the orders that has been placed by the customers in the custom UI that was built by our team.
Results and Benefits
Using this integration:
- The vendors can use the Freshchat built-in bot features, which helps in addressing the customers messages.
- Vendors can customize the chat channel topics as per their need, such as a welcome message when a customer enters the chat.
- Vendor can create a group and assign the chats to a particular group of agents in order to address the customers based on priority.
