Here at SYNCRO we are always looking out for our clients, and sometimes we notice that some clients may not fully understand how to use live chat software on a website, and are responding to a SYNCRO lead incorrectly, so we thought we’d break it down a bit for you. This article is just a brief instruction manual on how to use SYNCRO, but for a more detailed breakdown click here.
Responding to a chat request
The first one we’re going to break down is the main purpose of our software, the chat tool. SYNCRO is a chat to sms tool, so any chat requests from a website user will go directly to your cell phone via text message. All you need to do to respond and engage with the user is to simply respond to the text message, just like you would if someone you know has sent you a regular text message. It’s that simple!
Responding via email
We always recommend responding directly to the customer via text message as per above, as most users that are using a chat tool are expecting a response right away. But we do understand that a typical work day can be busy and you may not have the time, and email works best.
SYNCRO will always send you an email summary of a chat request or conversation, but you want to make sure you are not replying to this email, as it is not from the user, but from us!
You will notice that the email address is coming from our “firstname.lastname@example.org” email address:
If you try to just reply to the SYNCRO email notification the email will not go to the user.
What you need to do is find and copy the email address in the summary email in the “Respond to Email Address / Phone No:” field, and draft a new email with that address:
This will ensure that you are sending the email to the correct address.
That’s all you need to do! We have tried our best to make SYNCRO the most user-friendly chat tool available, and if you have any questions or concerns about how to use live chat software on a website, please contact us today, or click here if you wish to sign up.