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The strong growth observed over the past few months on our PostGreen cloud has automatically increased the demand for support. We have a dedicated phone line and a JIRA website for handling support tickets, but customers want faster responses. The majority of support requests are very simple: "I lost my password", "How to download the acknowledgment of receipt of a mail? "," Why is this address not valid? " To manage these exchanges with customers, we have developed a mechanism in Intelligent Hybrid Mail to link a white label and the ChatWoot online support tool. ChatWoot is an online chat tool that, when integrated into an app, allows end users to chat via chat (or instant message) with a customer support agent. Why did we choose a chat tool?
If we ask customers, the feeling is that the chat is a faster support system, accessible from anywhere, a little less formal but very effective. For our support team this is a more efficient way to deal with minor support requests. An automatic history is performed based on the user's login and a discussion can be transferred from one support agent to another.
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