Experience the Power of Syncro's New Chat Platform
Table of Contents:
- Introduction
- The Need for Improved Communication
- Introducing Syncro Chat
- Key Features of Syncro Chat
- 4.1 Chat Cards
- 4.2 Assigning Chats
- 4.3 Chat Filters
- 4.4 Quick Links and Shortcuts
- 4.5 Chat History
- 4.6 Permissions and Privacy
- 4.7 Initiating a New Chat
- 4.8 Customer Expectations and Response Time
- Conclusion
- Public Beta and Availability
Article:
Introducing Syncro Chat: Revolutionizing Communication for MSPs
In the fast-paced world of managed service providers (MSPs), effective communication is crucial for providing top-notch customer support. The demand for Live Chat functionality has been on the rise, and at Syncro, we've taken this challenge head-on. After careful analysis of existing chat solutions, including both industry-leading remote control products and our competitors' offerings, we realized the need to develop a more modern and efficient chat system specifically tailored for MSPs. Today, We Are proud to introduce Syncro Chat, a revolutionary solution designed to enhance communication between You and your customers.
The Need for Improved Communication
Traditional one-to-one live chat systems have long been fraught with shortcomings. Technicians have been struggling with outdated mechanics in their Quest to provide quick and efficient support. At Syncro, we understand the importance of seamless communication, and we are committed to addressing these challenges head-on. Syncro Chat offers a fresh approach that goes beyond simply replicating ineffective live chat mechanics. We've developed an entirely new system that caters to the unique needs of MSPs, allowing for smooth, uninterrupted chat interactions.
Introducing Syncro Chat
Syncro Chat introduces a groundbreaking concept that acknowledges the limitations of live chat while ensuring uninterrupted communication. The Core feature of Syncro Chat is the chat cards, which Resemble text messages on your mobile phone. These cards provide a running list of all active chats between your technicians and customers, ensuring easy access and efficient management.
Key Features of Syncro Chat
4.1 Chat Cards
The chat cards act as a central hub for all ongoing chat interactions. They display a consolidated view of active chats, making it easy for technicians to keep track of conversations. With an audible notification and badge indicating the number of unread or unassigned chats, technicians can quickly identify and respond to new messages.
4.2 Assigning Chats
Syncro Chat empowers technicians by allowing them to assign unassigned chats to themselves or other team members. This feature ensures that the right skill set is matched with the specific issue at HAND. Technicians can also seamlessly take over active chats from absent colleagues, ensuring uninterrupted support even during absences or vacations.
4.3 Chat Filters
To enhance productivity, Syncro Chat offers various chat filters. Technicians can easily view their own chats, chats with unread messages, unassigned chats, or all active chats within their Syncro instance. These filters enable technicians to prioritize and manage their chat workload effectively.
4.4 Quick Links and Shortcuts
Syncro Chat provides quick access to Relevant customer and asset information. Each chat card displays a summary of the customer, contact, and asset details, along with links to their respective records. Technicians can swiftly Create tickets for customers they are chatting with, automatically assigning the asset and contact to the ticket, saving time and streamlining the ticket creation process.
4.5 Chat History
Syncro Chat includes a comprehensive chat history feature. The chat history tab on customer records captures every chat interaction, enabling easy tracking of past conversations. This valuable resource empowers sales and support teams to identify recurring issues and potential opportunities for additional services or training.
4.6 Permissions and Privacy
We understand the importance of maintaining permissions and privacy within your organization. Syncro Chat provides a suite of permissions, allowing administrators to customize access levels. You can disable chat for specific technicians, segment the ability to pick up or reassign chats, and control the visibility of chat history. These robust permission settings ensure a secure and tailored communication environment.
4.7 Initiating a New Chat
Starting a new chat with Syncro Chat is a breeze. Technicians can initiate a chat directly from an asset or by selecting a customer and choosing from their applicable assets. Unlike other chat implementations, Syncro Chat recognizes that customers may not be able to respond immediately. Messages can be sent with the understanding that responses may come later, preventing disruptions to workflow and productivity.
4.8 Customer Expectations and Response Time
Setting the right expectations plays a crucial role in maintaining a positive customer experience. Syncro Chat allows you to customize messages sent to customers when a response from a technician is delayed. By having predefined, policy-specific messages, customers know when they can expect a response. This feature ensures transparency and aligns with your specific SLAs or business hours.
Conclusion
Syncro Chat represents a significant leap forward in chat functionality, offering a modern and unparalleled experience for MSPs. With its intuitive interface, robust features, and focus on seamless communication, Syncro Chat stands out amongst other MSP platforms. Our commitment to continuous improvement means that Syncro Chat is just the beginning. We have exciting plans for the future, building upon this foundation to further enhance communication for MSPs.
Public Beta and Availability
We are thrilled to announce that Syncro Chat is now available in public beta. As of today, all Syncro accounts have access to this powerful communication tool. Join us on this exciting Journey as we revolutionize communication for MSPs and strive to exceed your expectations. Upgrade your Syncro account today and experience the Syncro Chat difference.
Highlights:
- Syncro Chat revolutionizes communication for MSPs
- Developed as a modern and tailored solution for managed service providers
- Features chat cards for easy access and management of ongoing chat interactions
- Technicians can assign and reassign chats, ensuring the right expertise for each issue
- Chat filters and quick links enhance productivity and streamline workflows
- Comprehensive chat history enables analysis of recurring issues and opportunities for additional services or training
- Robust permissions and privacy settings provide granular control over chat access
- Initiating a new chat is simple and accounts for delayed customer responses
- Customizable messages set customer expectations regarding response time
- Syncro Chat enters public beta and is available on all Syncro accounts
FAQ:
Q: Is Syncro Chat only available for managed service providers (MSPs)?
A: Yes, Syncro Chat is specifically designed for MSPs, catering to their unique communication needs.
Q: Can technicians assign chats to other team members?
A: Yes, technicians have the ability to assign chats to themselves or other technicians based on their skill set and availability.
Q: Does Syncro Chat offer a comprehensive chat history feature?
A: Yes, Syncro Chat includes a chat history tab that records every chat interaction, making it easy to review past conversations.
Q: Can customers initiate a chat with technicians?
A: Yes, customers can initiate a chat by accessing the chat functionality through the tray icon or a custom menu option.
Q: Can response time expectations be customized for different customers?
A: Yes, Syncro Chat allows you to set policy-specific messages for delayed responses, ensuring transparency and alignment with your SLAs or business hours.