kommunicate product updates June 2018

A lot of people have fancy things to say about customer support, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.

– Christopher McCormick, Former CEO, L.L. Bean

Christopher McCormick said that out loud – customer support is an important and grueling task at the same time. And we have you covered to ensure that you have the perfect tool for managing your customer support. This month, we have released some pretty cool new features and improvements to make your life easier. ?

Intent-Driven Bot Assignment

Bots can now assign the conversation to different agents according to Intents. Also, if the bot is not able to answer the query, it will assign the conversation to an agent (depends on the type of conversation routing in place).

Mails/Tickets as Conversations

This is our big step towards becoming your all-in solution for customer support. You can now create a conversation in Kommunicate dashboard for every incoming support email you receive. Just set up a forward for your support email ID to
support+app.{applicationKey}@kommunicatemail.io and it will create a new conversation in your Conversations section.

New and Improved Users Section

The Users section will now have all the actionable information you need such as conversation assignee, status and last contacted data.

Kommunicate - Users lIst

Pseudonyms for Anonymous Users

We have released pseudonyms for anonymous users in Kommunicate chat. It will help you better identify them in the conversation section. The pseudonyms will look something like this: “Posh Turtle”, owing to our love for aquatic animals. Also, their profile picture will be an anonymized icon.

Kommunicate pseudonym

In-chat Lead Collection

You don’t have to worry about lead slipping away from your chat. Collect leads within the chat interface without being intrusive when your agents are offline.

Kommunicate - Lead Collection

And we’re not stopping anytime soon. Our team here at Kommunicate is working on some groundbreaking features next. Watch this space for more announcements.

You can find previous release notes here.

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At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you onboard to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.