Using Google Chat for Customer Support
Discover how to use Google Chat for customer service and offer website support right from Google Chat.
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How and Why to Use Google Chat as a Help Desk
Provide real-time customer support right from Google Chat. Solve customer problems, eliminate support tickets, and stay on top of all inquiries without having to learn new software.
Why Use Google Chat for Customer Service
FACT: Google Chat doesn’t seem like the most obvious choice for a real-time support channel.
The tool seems more ideal for collaboration, after all. But could it help you deal with with customer inquiries as well?
Short answer - Yes!
Using Google Chat as a help desk allows your support teams to answer customer inquiries without ever having to leave the app they use to collaborate, chat, and work with colleagues all day.
In fact, having Google Chat integrated with the customer support processes provides incredible benefits for your brand:
- Better response time. Working in Google Chat means that your customer service teams do not have to switch between tools to deal with tickets and requests. They can answer customer questions in real time from the tool they have opened on their screens already.
- Using Google fosters conversations and cooperation. It’s what the tool’s been built for, after all. Conversing with customers in Google Chat will naturally boost collaboration, and build stronger relationships with customers.
- Finally, using Google Chat for customer support is convenient. Using Google Chat as a help desk integrates customer service with the rest of the business. Support teams can ask anyone for help and assistance right away, and as a result, assist customers faster.
How to Use Google Chat for Customer Support
Integrate Live Chat with Google Chat
To begin, you need to connect live chat solution with Google Chat. Doing so will allow customers to connect with and engage with the support teams right from the website.
To connect live chat with Google Chat, click on Add to Google Chat button below, then choose the 'Add people and apps' option within a Google Chat space to add it to your space.
Add to Google Chat
Embed Live Chat Code Snippet on the Website
Embed our live chat code snippet into your website to easily add customer support for Google Chat.
Start helping customers from Google Chat directly
Receive chat requests in your configured space. Chat with customers and provide customer support right from Google Chat.
All the Features You Need to Use Google Chat for Customer Support
Customizable Support Chat
Customize the live chat widget to match your brand, add logos, text, default responses, and tab styles.
Targeting Rules
Set up page level, on page rules, and timers to trigger proactive invites at the right time for the right customer
Unlimited Team Members
Set up as many team members as needed. No per agent pricing. Social Intents grows your Google Chat customer support with your team.
Proactive Chat Invites
Reach out to potential customers with automatic chat invites. Trigger using rules or our Javascript API
Dashboard and Reports
See how you're doing with chat reports. Export data to your external systems.
Zapier Integration
Send leads and transcripts just about anywhere with our Zapier integration.
Google Chat as a Help Desk - FAQ
Is Google Chat live chat for me?
If you enjoy the benefits of collaborating and communicating in Google already, and want to offer customers and website visitors the same experience when dealing with your company, then, yes, Google Chat would be perfect for you. You’ll get to support customers, and convert more visitors right from the place where you and your team are already - Google Chat. With Google Chat, you won’t have to switch between different channels to deal with customer inquiries and provide high-quality customer support.
What businesses benefit from using Google Chat for customer support the most?
Google Chat is an ideal customer support channel for companies of any size. from small businesses to large organizations. Our clients, for example, range from small startups right up to some of the leading educational institutions.
Why should I integrate customer support with Google Chat?
The biggest benefit of integrating customer support with Google Chat is that your team can talk and engage with customers without having to leave the app they use to collaborate and get stuff done every day. This results in faster response times, a more conversational approach to dealing with customer inquiries, and greater collaboration to help customers out.
What makes Social Intents ideal for integrating Google Chat and customer support?
Social Intents is the no.1 dedicated live chat solution for Google Chat, offering a true and complete integration between website live chat and Google Chat. With Social Intents, you get to support customers and convert more visitors right from the place where you and your team are already - Google Chat - and do it with complete bi-directional integration. Your chat requests appear in a Google Chat channel of your choice, and your team can talk to clients without having to switch between different platforms.
Can I set my support live chat Chat to Online and Offline
Yes. Open the Live Chat tab in the team you've added the app to and you'll see an online/offline toggle you can use to change availability.
Need to change spaces?
If you've already added Live Chat to a space and want to change to another space, no problem. Simply go to your new space and select to add the Live Chat tab to your new team. We'll create a new chat widget that you can use or you can go into the settings for your original widget and change the team it's mapped to.
Can I set up multiple live chat widgets for different spaces?
Definitely. You can create multiple chat widgets for each team you want to add live chat to. You can also change the mappings once you've already create the new live chat widgets in your chat settings in Google Chat.
