JivoChat 2019 In Retrospective: New Features and Integrations

JivoChat is an omnichannel business messenger for communication with clients on various channels: website chat, social networks and messengers, as well as email, phone, and callback.

Our key strategic goal is to cover the basic business processes for small e-commerce companies. We develop not only communication features of our service, but also CRM tools which help manage and improve general business processes.

JivoChat is used on more than 284,000 websites around the globe. We are leaders in the Russian and CIS market. According to iTrack, more than 71% of all live chat-using sites in the .ru zone are using JivoChat.

We are also rapidly developing an international market: our service ranks second in the world (according to SimilarTech). We operate in the USA, Europe, Brazil, Turkey, and India.

2019 has been a remarkable year for JivoChat, and we’d like to share our accomplishments with all of our customers who made this possible.

New JivoChat features

Besides all core live chat features you’d expect to find on a professional solution such as JivoChat, in 2019, we have developed and delivered new functionalities to our users, such as:

Notifications

Agents can create notifications directly from a chat with a customer. They can set up any reminder not to miss any important priority such as to contact a customer later.

Statuses

Statuses help clean up the customer database. Now you can assign a status to each contact. By default, there are four statuses. You can add any number of your own labels for the best organization of the customer database. Selecting the “Contact later” status when you exit the dialog will automatically create a reminder about the client for the next week. Such a reminder can be enabled for any other status in settings.

Responsible Agents

You can assign a responsible operator to each client communication in the dashboard on the right. This will help distribute tasks within the team and start to make more benefit from your customer base. How many more potential buyers can you call or tell about a new discount? Repeated client requests will be sent directly to the responsible agent.

Statistics

It’s now easier to evaluate the effectiveness of your communications with customers. The Jivo app has a new section — Statistics. Here you can find all the key data about your daily activity.

Average response time, agent ratings, the number of successful callbacks and incoming calls, active invitations and much more — current data can be compared with yesterday’s results or the results of the same day last week.

Colors make the whole picture more clear and noticeable. Green highlighted data corresponds to ideal performance, red colors correspond to needing improvement.

Agent working hours

Each operator can now schedule when they are available to receive new messages. The working time is set for each agent. If there are no agents available at the moment, all channels go offline, while the current chats with clients remain open.

New chat offline form

The new offline widget is now interactive and looks like a chat. The visitor can write any number of messages, all of them will be collected in one offline message and will be sent to their email and to the app when any agent appears online. The new form brings 10% more chat. On mobile devices the increase is 40%!

More integrations for our customers

Integrations allow our users to combine different solutions for added convenience, efficiency, and practicality. With that in mind, JivoChat has continued to open new avenues for users to integrate our solution with other tools, such as:

E-commerce platforms and content management systems

You’ll now find that you can easily add our live chat on your e-commerce website powered by:

• OpenCart

• Ecwid

• BigCommerce

• Weebly

• Wix

• Shopify

• Magento

With this, our users can leverage online customer service to drive sales by offering the fastest response times and talking to visitors in real-time.

Zapier

Zapier is an online automation tool that connects useful business apps to your work platform. It allows you to automate repetitive tasks without coding or relying on developers to get things running. It’s easy enough that anyone can build their own app workflows with just a few clicks.

Now, JivoChat is on Zapier, and it stands out as a top customer service platform to help drive conversions. With this, our customers can easily integrate Jivo with many other solutions available there, such as Mailchimp, Salesforce, Google Suite, and many more.

Google Analytics

Last but not least, in addition to the ability to track your customer service reports through our application, you can also analyze JivoChat events with Google Analytics.

These are a couple of events available on Google Analytics to help you stay on top of everything:

• Chats established and requested by visitors;

• Proactive invitation accepted, rejected, or shown;

• Number of times the offline form was shown, and how many times a visitor has sent an offline message;

• Callback invitations shown and requested;

• In-chat email form shown and submitted by the customer;

• And many more!

And of course, we’re not done here. We will continue to find new ways to make JivoChat boost your results and help you achieve your business goals.