Dashly provides several key functionalities:
• Omnichannel communication: Dashly’s shared inbox allows support staff to manage user queries from different channels such as website chat, email, messengers, and social media platforms in one place. This unified approach helps decrease response times and maintain the conversation context for better customer service. Dashly records the full history of every customer interaction across these channels, enabling support agents to access previous conversations and continue them without losing context. This continuity is essential in providing a seamless customer service experience, where every message is informed by the customer's history and preferences. Dashly's omnichannel capability also simplifies the assignment and management of user queries, ensuring messages from users are directed to the right team members based on expertise or current workload. This results in more efficient handling of support queries and leverages team strengths.Additionally, having all communication channels in one place allows for a more cohesive analysis of customer interactions and feedback. Support managers can use Dashly’s analytics to monitor customer service performance across all channels, set benchmarks for response times, and identify opportunities for improvement.By installing live chat, Dashly clients manage to achieve a 50% decrease in calls and emails, which results in more effective and quick communication.
• Improved agent workspace: Dashly's support tools, including saved replies, note-taking features, chat routing, and performance analytics, streamline the workload of support agents, enabling them to provide faster and more efficient help to customers.
Self-service support: With Dashly, businesses can offer self-service options by creating a knowledge base that users can access to find information and resolve issues on their own. Additionally, an AI support bot is available to handle up to 40% of user queries, further reducing the burden on support agents and allowing them to concentrate on more complex cases.
Overall, Dashly is suited for clients who need a robust conversational marketing and support solution. By automating routine tasks and streamlining customer interactions, Dashly empowers businesses to focus on growth while maintaining high standards of customer engagement and satisfaction.