Conversation Widgets in the Dashboard

Conversation widgets are specialized dashboard components designed to provide real-time insights into customer communications across various channels. They serve as essential tools for businesses to monitor, manage, and analyze interactions, thereby fostering more responsive and effective customer service.

Key Types of Conversation Widgets

• Total Unread Messages: Displays the count of messages that haven't been read yet, giving a quick overview of customer queries.
• Unread Conversations by Channel: Shows the distribution of unread conversations, segmented by communication channels like email, SMS, and social media.
• Conversations Distribution by Assignee: Reveals the allocation of conversations among team members, helping to manage workload and response times.
• New Conversations This Week: Tracks the volume of new interactions initiated within the current week, useful for gauging engagement levels.

How to Use Conversation Widgets

Step 1: Access the Dashboard

Navigate to your business's main dashboard. This area serves as the command center for viewing and managing all key metrics and tools.

Step 2: Add Widgets

You can create a new dashboard if you want, simply click on the create new dashboard option.
Locate the option to customize your dashboard, typically represented by an “edit” or “add widget” icon. Click on this to access the widget library.

Step 3: Select Desired Widgets

Scroll through the available conversation widgets. Select those that align with your business needs and add them to your dashboard.
Each widget can typically be customized further to fit specific requirements, such as filtering by date range or specific channels.

Step 4: Save and Arrange

Once added, you can arrange the widgets according to priority. Ensure that the most frequently needed insights, like unread messages or urgent conversations, are prominently placed for quick access.

Practical Applications of Conversation Widgets

Customer Support Centers

In customer support centers, real-time widgets like "Total Unread Messages" and "Unread Conversations by Channel" help agents prioritize responses based on urgency and channel preference, ensuring quick and efficient customer service.

Sales Teams

For sales teams, widgets such as "New Conversations This Week" or "Conversations Distribution by Assignee" provide insights into potential leads and the effectiveness of sales strategies. These widgets help track engagement and follow-up, crucial for closing deals.

E-commerce Platforms

E-commerce platforms can leverage widgets to monitor customer queries and complaints, especially those related to orders and shipments. Real-time insights help in swiftly resolving issues, enhancing customer satisfaction and retention.

Marketing Departments

Marketing teams can use widgets to gauge the effectiveness of campaigns by monitoring the increase in customer conversations following marketing initiatives. This feedback is vital for adjusting strategies and improving engagement.

FAQs on Conversation Widgets

Q1: What are Conversation Widgets?
A1: Conversation widgets are specialized components on your dashboard that provide real-time insights into customer communications across various channels. They help businesses monitor, manage, and analyze interactions to enhance customer service.

Q2: What are the key types of Conversation Widgets?
A2:

• Total Unread Messages: Displays the number of messages that haven't been read yet, giving a quick overview of pending customer queries.
• Unread Conversations by Channel: Shows how unread conversations are distributed across different communication channels such as email, SMS, and social media.
• Conversations Distribution by Assignee: Reveals how conversations are allocated among team members, helping to manage workload and response times.
• New Conversations This Week: Tracks the volume of new interactions initiated within the current week, useful for assessing engagement levels.

Q3: How do I access and use Conversation Widgets?
A3:

1. Access the Dashboard: Navigate to your main dashboard where you can view and manage all key metrics and tools.
2. Add Widgets: Click on the “create new dashboard” option if you want a new setup, or locate the “edit” or “add widget” icon to customize an existing dashboard.
3. Select Desired Widgets: Browse the widget library, choose the conversation widgets that meet your business needs, and add them to your dashboard. Customize further as needed (e.g., filtering by date or channel).
4. Save and Arrange: Arrange the widgets based on priority, placing the most critical ones, like unread messages, in prominent positions for quick access.

Q4: What are the practical applications of Conversation Widgets?
A4:

• Customer Support Centers: Widgets like "Total Unread Messages" and "Unread Conversations by Channel" help prioritize responses based on urgency and communication channel, ensuring efficient service.
• Sales Teams: Widgets such as "New Conversations This Week" and "Conversations Distribution by Assignee" provide insights into potential leads and sales strategy effectiveness, aiding in tracking engagement and follow-ups.
• E-commerce Platforms: Monitor customer queries and complaints, especially regarding orders and shipments, to resolve issues promptly and enhance customer satisfaction.
• Marketing Departments: Track the increase in customer conversations following marketing campaigns to gauge effectiveness and adjust strategies for better engagement.

Q5: Can Conversation Widgets be customized?
A5: Yes, each widget can be customized to fit specific needs, such as filtering data by date range or communication channel.

Q6: How do Conversation Widgets benefit customer service?
A6: They provide real-time insights into customer interactions, helping teams prioritize responses, manage workloads, and improve overall service efficiency.

Q7: Are there any limitations to using Conversation Widgets?
A7: Widgets are designed to enhance visibility into customer interactions but might not cover every specific need. Ensure to review and adjust settings according to your business requirements.