In today’s fast-paced business world, real-time customer support is a necessity. Customers expect quick responses to their queries, and businesses are continually looking for ways to improve communication. Odoo, one of the leading open-source ERP solutions, offers robust tools to help businesses enhance their customer engagement. One such tool is Odoo Live Chat, and with the release of Odoo 17, it brings even more powerful features to ensure seamless communication with customers. Coupled with Odoo’s intelligent Chatbot, companies can automate and streamline their customer support operations.

In this blog, we’ll explore the power of Odoo Live Chat in the UK and how the latest features in Odoo 17, including the Odoo Chatbot, can elevate your business’ customer service experience.

What is Odoo Live Chat?

Odoo Live Chat is a built-in feature within the Odoo platform that allows businesses to communicate directly with visitors on their website in real time. It’s a simple and effective way to handle customer inquiries, whether it’s to answer questions, offer support, or even resolve technical issues. Live Chat ensures that businesses can maintain an immediate connection with their customers, increasing customer satisfaction and conversion rates.

Key Features of Odoo Live Chat:

1. Real-Time Messaging: Engage customers instantly with a live chat window.
2. Multiple Chat Channels: Interact with customers across various platforms (e.g., web, mobile).
3. Customization: Customize chat windows to align with your brand identity.
4. Proactive Messaging: Initiate conversations with customers based on their behavior (e.g., time spent on a page).
5. Ticket Creation: Automatically generate support tickets from chat conversations.
6. Feedback Collection: Collect customer feedback after interactions.

Odoo 17: New Features to Boost Your Live Chat Experience

Odoo 17 brings a range of improvements to Live Chat, making it an even more powerful tool for businesses. Whether you are operating in the UK or globally, these features are designed to streamline communication, enhance team collaboration, and improve the overall customer experience.

1. Improved User Interface (UI)

Odoo 17 introduces a sleek and modern UI for Live Chat, making it even easier for support agents to manage conversations. With its intuitive design, agents can quickly view and respond to customer queries, ensuring that no message goes unnoticed.

2. Integration with Odoo Modules

Odoo 17 enhances the integration of Live Chat with other Odoo modules such as Sales, CRM, and Helpdesk. Support agents can easily convert chat interactions into leads, sales opportunities, or support tickets with just a few clicks. This streamlines the workflow and ensures that the right teams are alerted when follow-ups are needed.

3. Advanced Chat Routing

With the new intelligent routing system in Odoo 17, chats are automatically assigned to the appropriate department or support agent. This ensures that customers are always connected to the right person, reducing wait times and improving efficiency.

4. Enhanced Reporting and Analytics

Odoo 17 brings improved reporting features for Live Chat, allowing businesses to track key metrics such as response time, customer satisfaction, and the number of conversations handled. These insights help businesses identify areas for improvement and optimize their customer support processes.

Introducing Odoo Chatbot in Odoo 17

In addition to Live Chat, Odoo 17 also comes with the Odoo Chatbot — a powerful tool designed to automate customer interactions, reduce the workload of support agents, and enhance the customer experience.

What is Odoo Chatbot?

The Odoo Chatbot is an intelligent assistant that can automatically handle customer inquiries, provide instant answers to frequently asked questions, guide users through product or service catalogs, and even help them complete transactions. By using AI and predefined workflows, the chatbot ensures that your business can provide 24/7 support without the need for constant human intervention.

Benefits of Odoo Chatbot:

1. 24/7 Support: Offer customers assistance at any time of day, even outside of business hours.
2. Instant Response: Reduce response times and provide immediate answers to customer queries.
3. Automated FAQs: Automate responses to frequently asked questions, saving time for both customers and agents.
4. Lead Qualification: Use the chatbot to qualify leads by gathering key information from website visitors.
5. Seamless Handover to Human Agents: When needed, the chatbot can seamlessly transfer the conversation to a live agent, ensuring continuity in customer service.

Key Features of Odoo Chatbot in Odoo 17:

• Natural Language Processing (NLP): Odoo 17’s chatbot uses NLP to understand and process customer queries more accurately, offering more human-like interactions.
• Customizable Responses: Businesses can set up specific responses based on customer behavior, enhancing personalization.
• Integration with Odoo Apps: The chatbot can be integrated with other Odoo modules such as CRM, Sales, and eCommerce, allowing it to pull information directly from these systems and provide relevant answers.
• Multilingual Support: Odoo Chatbot can communicate in multiple languages, making it ideal for global businesses.

How Odoo Live Chat & Chatbot Work Together

Odoo Live Chat and Odoo Chatbot complement each other perfectly. While the chatbot can handle common inquiries and automate tasks, Live Chat ensures that customers have direct access to human agents when needed. This creates a seamless, omnichannel support system where customers get quick, automated assistance for simple questions, but can escalate to human agents when more complex support is required.

Use Cases for Odoo Live Chat and Chatbot:

• Sales Inquiry: The chatbot can answer product-related questions, while a live agent can handle personalized pricing or customization requests.
• Order Support: The chatbot can track orders, while live agents can assist with more complicated post-purchase inquiries.
• Lead Generation: The chatbot can collect information from potential customers, qualifying leads before handing them off to sales teams.

Why Choose Odoo Live Chat and Chatbot for Your Business?

1. Cost-Effective: Automating routine tasks with the Odoo Chatbot reduces the need for a large customer support team, cutting down operational costs.
2. Improved Efficiency: Real-time chat and automated responses help businesses resolve customer issues faster, improving customer satisfaction.
3. Increased Conversion Rates: Proactive engagement through Live Chat can boost conversion rates by providing instant support to visitors.
4. Scalability: As your business grows, Odoo’s Live Chat and Chatbot can scale to handle increasing volumes of inquiries, without compromising on quality.

Conclusion

Incorporating Odoo Live Chat and Chatbot into your business strategy will enhance customer satisfaction, improve your team’s productivity, and ultimately drive business growth. Odoo 17’s new features take customer engagement to the next level, providing your business with powerful tools to manage communication more effectively.

If you’re in the UK or anywhere else, Junari offers expert Odoo consulting and implementation services to help you make the most of these tools. With Odoo Live Chat and Chatbot, your business can offer top-tier customer support, automate processes, and stay ahead of the competition.

Ready to take your customer engagement to the next level? Let Junari help you implement Odoo Live Chat and Chatbot today!