Bethard is a world’s leading sportsbook and offers a state-of-the-art technical platform for its B2B customers. They are on a mission to build the next generation igaming company and give potential winners the best gaming experience possible.
Being a trusted development partner, Freshworks contacted us for some customization work required for one of their clients. Their client, Bethard, was looking for a queue management solution for Freshchat, the innovative live chat solution by Freshworks. Bethard wanted to level up their customer service and deliver a better experience to customers as they queued up on live chat trying to connect to an agent. Bethard understood how frustrating it is for customers to join live chat and not receive a response within a reasonable time frame. And so, they wanted a solution that could trigger automated messages to customers if they didn’t get a response within the specified time.
Codup developed a Queue Management App for Freshchat that allowed Bethard to specify the number of seconds to wait before serving an automated message to the customer who is waiting in queue for a response. If customers didn’t get a response within the specified time, they got a message asking if they wanted to switch the group and get assigned to another group. If they clicked on ‘Yes’, the conversation would switch to another group. We also built multi-language support for this App so if the customer is assigned to the English group, the message for the switching group is served in the English language and the same happens for other languages.