How to Use Push2Talk and Push2Chat
Revinate offers a variety of channels that enable customers to contact your reservations team to gather information and make reservations. Two online options, Push2Talk and Push2Chat, are both accessed via your website for the convenience of guests who prefer to chat rather than make an inbound phone call or send an email. This document offers step-by-step guidelines to using Push2Talk and Push2Chat.
As always, it is recommended that you discuss implementing these features with your Customer Success Manager well in advance of going-live to ensure that you are prepared for success.
Push2Talk
Push2Talk is a convenient way for a customer to make a phone call from your website. When a customer selects the Push2Talk option, they are presented with the dialogue box below.
Once customers fill in their phone number, they will see an auto-response image telling them their call will be returned shortly. The system calls the customer back.
The call is routed into the HUB queue and, if your team utilizes auto-call delivery, the call will be delivered to the next available agent in the Ready status in the same way all inbound calls are answered. If you do not use auto-call delivery, you will select the call in the queue, then click the answer button. Upon answering the call, you will be asked to, “please inform the party that the call is being recorded for quality assurance.” The call will then be connected.
The process of handling and booking a Push2Talk lead call is identical to the way an inbound lead call is handled. As with any lead, capturing essential data during the call for your marketing team is important to understanding more about your business and especially the origin of leads and bookings, including those that begin on your website and result in phone calls or chats.
Push2Chat
Push2Chat enables customers to conveniently begin a reservation or information inquiry from your website via live chat, rather than an inbound phone call or email. When a user clicks on the Push2Chat Widget on your website, they will be presented with the dialogue box below. Once they enter their name and click the Submit button, the chat will pop up in the HUB Queue to be answered by your team.
Push2Chat will allow you to handle chat inquiries quickly and accurately in a way that aligns with industry recommendations for the highest possible conversion of chat sales.
Taking a Chat in HUB
Chats come in through HUB, just like an inbound call. They are identified by the chat icon in the call queue.
Because successful chat conversion demands a rapid response time and a high degree of accuracy, there are a number of tools and configuration options to help your team manage chat sales. Designating specific agents to take chat inquiries is one approach. Chats can also be answered selectively by agents who are more skilled or more comfortable with chat communication.
To select a chat, click on the chat in the queue. Once the chat is selected, click the Answer Chat button. After the chat has been connected to an agent, the customer’s text box opens to enable them to type their questions.
Agent View
Customer View
Please note:
For ADA compliance the ADA recommends that the contrast ratio between text and background color be at least 4.5:1 for the Push icon. Text color in Push cannot be changed, but if a darker background is selected, white text will appear. If a light background color is selected then dark text will appear. When a background color is selected that is too close to the text color, the text may not appear for ADA use.
The Lead Form
Chats will automatically “pop” a lead form, or give the agent the option to open a lead form when they determine the chat inquiry is a lead. If leads are not configured to automatically “pop,” simply click on the “open lead form” button to generate a lead form.
If the customer’s email is recognized by the system, the lead form may be populated with historic lead or booked data. Chat Leads can result in Booked, Not-Booked or Follow Up lead status and pursued as appropriate like any inbound call lead form.
If the chat customer indicates they have recently spoken to someone via chat or phone (indicating a possible existing lead), or have stayed with you in the past, you can also open a lead form and use the “Search for a Lead” option to search via email address, rather than phone number.
Call Results
Chats do not produce “Call Result” boxes at the conclusion of the chat. Adjust your Agent Status to Project while you complete any tasks associated with the chat. Adjust your status to “Ready” when you are ready to take another call or chat.
Booking a Chat Reservation
To ensure credit card security, bookings should never be completed in a chat session. When the customer is ready to book, ask for their phone number, note it on the lead form, click Save and Edit.
Make an outbound call from the lead form to complete the booking.
Fielding Multiple Chats
Agents have the ability to field multiple chats through HUB. It is recommended that you take no more than 2 chats at any given time to ensure you provide quality service to you prospective guests. If another agent is available to handle a second chat, it is best to handle one at a time.
Chat logs
Under Tracking select Chat logs to pull up the agents chats with guests that used Push to Chat.
You can then search by date range and agent.
To see the fully history you would select the Detail next to the chat you would like to look at.