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Gist has just added a new option to its customer support tool that allows you to collect email addresses from leads before they can enter a chat with your support agents.
Lead Capture Before Chat
Previously, the email request came after the conversation had started. However, Gist now allows you to ask site visitors for their email address before they start a chat conversation. This feature helps to prevent duplicate conversations, so that each support issue is only addressed once.
This also leads to a much more streamlined support experience. For example, support agents can follow up on previous conversations, such as support ticket status updates, because their email address is on file. They can also view the history of all their support tickets in one place, making it easier to keep track of past interactions with your support team. Sounds interesting?
You will find the Require email before starting a chat option in your Gist account at Settings > Messenger > Advanced.
Gist has recently also introduced a new feature that allows you to assign ownership of a contact to one of your team members who is then in charge of managing relationships with that contact.
Take Gist for a spin today and deliver a world-class CX via live chat, helpdesk and email marketing.
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