Bring communication channels together with a shared customer communication platform. Such tools can combine supported email, messaging and telephone channels in one interface, helping a team keep track of conversations with customers and partners. One example is Jivo.
Jivo.
Jivo is a customer communication service that brings supported channels into a shared workspace. The original review describes request handling, queue management, analytics and a multilingual interface. Current features and availability should be checked for the intended deployment. Jivo also supports connections with other business tools, such as CRM and marketing automation systems.
How does Jivo work?
Jivo is described as bringing together the following channels:
- Live chat: Jivo supports real-time conversations with website visitors;
- Email: a team can receive and respond to customer emails through its support workflow;
- Telephone calls: Jivo provides tools for handling inbound and outbound calls and viewing call history;
- Social networks: Jivo supports selected social network integrations.
These are examples of the channels described for Jivo. The available connections and features depend on the current product and configuration.
The source review highlights several features of Jivo that can support day-to-day customer service:
- Shared interface: Jivo brings conversations into a common workspace for customer support staff;
- CRM integration: Jivo can connect with supported CRM systems so that staff can access customer information and conversation history;
- Reporting: Jivo provides reports on customer communication that can help a team review its workload and performance;
- Mobile access: Jivo offers a mobile app for handling customer conversations away from a desk;
- Security considerations: Jivo should be assessed against the company’s access control and data handling requirements. The source article does not establish a guarantee that all data is secure.
Setting up Jivo.
A typical setup of Jivo involves the following steps. Exact controls and installation methods may differ in the current interface:
- Visit the Jivo website and create an account;
- Complete the company profile and add the staff members and details needed for the chosen workflow;
- Add the Jivo widget using the installation method appropriate for your website, such as placing the supplied code in the site’s HTML;
- Configure the widget’s colours, icons and other appearance settings;
- Set up request routing and automated replies to match the support process;
- Review usage statistics and analyse the results;
- Configure the required CRM, email and social network integrations;
- Train the team to use Jivo.
Who might use Jivo.
Jivo can be relevant to businesses looking to organise customer conversations, including online shops, service providers and technical support teams.
A practical use of Jivo is to add a contact point to a website or web app, making it easier for visitors to ask for help while using the service.
Social network integrations in Jivo.
Jivo can bring conversations from supported social and messaging accounts into one workspace in Jivo. To use a supported social integration in Jivo, connect the relevant account to Jivo. Then configure the integration settings. Messages from the connected channel can be handled through the chat tools in Jivo.
This can help staff answer questions on the channels customers already use, with conversations managed from a shared application.
Used as part of a clear support process, social integrations in Jivo can reduce switching between tools and help a team follow up on customer requests.
Conclusion
Jivo offers a way to organise communication with customers across supported channels. With an appropriate setup and trained staff, Jivo can support more consistent customer service. If you have questions, our agency can help you discuss them.
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