Omnichannel for Customer Service – Proactive Chats

Within Dynamics 365 we can use Omnichannel for Customer Service to present chat widgets to customers. The typical way of doing this is to “simply” have widget show when a customer visits a website / portal page. But what-if we want to proactively prompt the customer to start a chat? Maybe they have paused on a particular page for a long time … something like that might act as a good trigger…

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Omnichannel for Customer Service – Proactive Chats

Within Dynamics 365 we can use Omnichannel for Customer Service to present chats to customers. The typical way of doing this is to “simply” have chat widget show when a customer visits a website / portal page. But what-if we want to proactively prompt the customer to start a chat?

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Author: Neil Parkhurst

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