Tech Support’s Greatest hits — weekly tip for 6/1/2012
You may well know that every Olark chat gets turned almost instantly into a transcript that you can access in your Olark account dashboard, or sent automatically to an email address(s)*. This is pretty handy for keeping tabs on current and legacy chats, customer tech support history or a quick way to refer back to what you may have promised that prospective new customer back in the pre-sales cycle.
This works pretty well to a point, but if you’ve got a busy site you can quickly become buried in chats and finding that particular chat transcript from last April and making sure the right person follows up on the issue can become difficult.
The answer is to get the transcripts into your CRM platform; be it Zendesk, Salesforce, Desk.com, Highrise or any other of the wide choice in CRM solutions.
Once you’ve set up your integration you can get each and every chat stored as a case for followup, tagging, assigning to sales and support people and generally managing for maximum efficiency.
* Sorry free plan folks, transcripts are a for pay feature.