29 November 2017
Your customers can see who they’re talking to with profile photo in Livechat
Livechat now makes it possible to see who you’re chatting with. They can see before the chat who is available and who’s helping them during the chat. This is a great addition – this makes the chat more personal and feels more human.
When a customer enters your website and starts a Livechat, the header will show who is available. This is a great feature which gives your customer service organisation and team members a face.
When a chat starts, the customer sees the profile photo of the employee or the avatar of the chatbot. If someone else takes over the conversation, their profile photo will appear.
If you’re having a conversation and there’s no exchange for a while, the customer will see an indication of when the employee is last seen. This appears in the Livechat header, for example, as ‘last active 15 minutes ago’.
Now links that you share in the chat are made visible as links and are now clickable. The links appear in the color you specify in your dashboard settings (your brand’s colors). All of these updates help you to do an even better job helping your customers.
15 November 2017
‘Is typing’ feature on Livechat and dashboard speed
Livechat has a new feature – “is typing” appears in the dashboard and in the chat window so you can see when the other person, or chatbot, is typing. This manages expectations and helps the conversation flow.
There have also been improvements made to the speed of the Watermelon dashboard speed. You can now more quickly assign or transfer a message. You can also move messages from ‘New conversations’ to ‘My conversations’ more quickly. Conversations will appear more quickly in the Conversation overview. These updates make the Dashboard more user-friendly.
31 October 2017
Manage your customer’s expectations with an Out of Office notification
A chatbot allows you to be available 24/7. But suppose a customer asks a question your chatbot hasn’t learned about yet? Then your chatbot will forward the query to a representative. No representatives available? No problem! Thanks to Out of Office notifications you can manage your customer’s expectations and still keep in touch.
The Out of Office notification lets you set your work times, the times when you are available to customers. Outside of these times, any customer who contacts you will automatically receive the out-of-office message. This message lets the recipient know you’re not available and when they can expect a reply. This way, your customer always knows what to expect, leading to more positive evaluations of your customer service!
6 September 2017
Chatbot now on Livechat & Twitter and user profile picture added
You could already add your chatbot to Facebook Messenger and Telegram, now you can use it on Livechat and Twitter too. Use one chatbot on all your customer contact channels and automate an important part of your customer service! Queries your chatbot can’t answer, are automatically forwarded to a representative. This ensures all of your customers’ questions get answered. Read along with your chatbot’s conversations in the All Conversations overview in the dashboard.
New! Add a profile picture
New! Add a profile picture to a user account in the Watermelon dashboard. The dashboard will then display your colleagues’ profile pictures. Soon, your customers will be able to see who they’re talking to through Livechat, by checking out the name and profile picture displayed in the chat window on your website.
31 August 2017
After our chatbot, we’re proud to introduce the suggestion bot!
The suggestion bot assists support employees while they’re talking to a customer. When the chatbot recognises a question, it will suggest an answer. This means you can answer questions at the click of a button, letting you answer queries quickly and correctly. Of course you can always edit an answer before sending for a personal touch.
The suggestion bot lets you help your customers a lot faster. Answers to frequently asked questions don’t have to be typed over and over again. A suggestion bot doesn’t talk to your customers directly, but is meant to support you and your colleagues.
Onboarding with a suggestion bot
Because the suggestion bot provides the support employee with suggested replies, a new employee can simultaneously work and learn the correct answers to frequently asked questions. This saves you a lot of time, because you are in fact automating your onboarding. Support employees can get to work right away and more experienced representatives lose less time helping new colleagues to settle in.
Activate and deactivate users
It’s now easy to deactivate and reactivate users in Watermelon, and you can simply do it yourself. Is a colleague leaving your team, or is one of your employees going on a round-the-world trip? No worries, you can easily deactivate any dashboard user. Once your colleague is back, you can reactivate their account at the click of a button. Your representative can get back to work right away.
22 August 2017
Integrate Twitter with the dashboard!
Starting today, apart from Facebook Messenger, Livechat, E-mail and Telegram, you can also add your Twitter account to the dashboard! Easily send and receive direct messages from the Watermelon Dashboard.
How to add your Twitter account
Connect in a few minutes to start answering Twitter messages from the dashboard.
Check out the step-by-step video instruction below. Scroll down to read our step-by-step guide!
- Go to Settings, select Add/Edit Channels and then select Twitter. Then click Add New Account.
- Go to apps.twitter.com and log in with your Twitter account. Then select Create New APP.
- Fill in all fields except for the Callback URL. Agree to the Twitter Developer Agreement. Click ‘Create your Twitter application’.
- Select Keys and Access Tokens from the menu, then select Your Access Token and click the button that says Create My Access Token.
- Go to Permissions in the menu. Select Read, Write and Access direct messages to give access to reading and sending of direct messages. Don’t forget to click Update Settings before returning to Key and Access Tokens.
- Now go to the dashoard, and enter the Consumer Key, Consumer Secret, Access Token and Access Token Secret. Then click Add Twitter.
- Your Twitter account has now been added!
16 August 2017
Manage all your contacts from one overview
In My Contacts, the Watermelon CRM , you can access all of your customers’ details. CRM is short for Customer Relationship Management. A CRM system is a central database where all of your contact information is stored. Every customer who contacts you, is added to My Contacts. This lists which channel a customer’s call came in on, and when contact took place. In the archive, you can review all previous conversations, so you are up-to-date when it comes to your customer’s history. This enables you to provide the best service!
Tags & notes
Starting today, you can also add notes to conversations, which can also be found next to a contact’s personal details in My Contacts. This lets you see all of the most important information about a customer at a glance. A conversation can also be tagged to indicate the conversation subject or whether a complaint is concerned, for example. This lets your colleagues immediately see what the contact was about. Notes can be added to customers to indicate whether they were happy or unhappy about something, the reason they contacted you, and other pertinent information.
In the future we’ll also add the option of collecting information for customers who contacted you through different channels in one place. This gives you a complete overview of a contact’s history and which channels they got in touch through. Listing all conversations together will make them easy to search. Thanks to My Contacts you can provide better and faster service. You have all relevant info at your fingertips, instead of having to search different channels to try and find when a customer contacted you before.
We also wrote a blog explaining more about the Watermelon CRM and how it can be used to help you help customers more efficiently. Read it here (Dutch).
Optimise your customer service with our new Statistics feature, which lets you review your customer service performance. You can view average response times for different channels, average conversation time, and the number of customers your department has helped under General Statistics. Check which days and times are peak hours for your customer service, so you know when a few extra hands may be needed.
Dashboard users can also review their own performance under My Statistics. This lets a colleague see their average response time, which channel most of their conversations came in on, and how many messages they have received and sent.
Administrators also have the option of accessing statistics for all colleagues from the dashboard, in order to review the results of customer service employees. Here, the administrator can review employees’ performance by seeing, among other information, how many messages they have received and sent.
Finally, you can also review Tag Statistics, letting you see how many times a specific tag was used.
06 July 2017
Never miss a message, even when a colleague is temporarily unavailable!
We’ve added a new feature: the ‘All conversations’ tab. You can find the tab in the navigation bar below your name. ‘All conversations’ lets you view the conversations of all dashboard users. When a colleague is temporarily unavailable, you’ve got access to all of their open conversations. You can pick up any conversations still left open and take care of them yourself. Or you can forward the conversation to another colleague using the dashboard, so they can finish helping the customer.
This prevents conversations left hanging and customers’ questions going unanswered. Of course you’d like to assist your customers quickly and efficiently, and this option makes it a lot easier!
The all conversations overview can only be accessed by a dashboard administrator. Support employees don’t have access to this feature.
|Brecht van Megen
05 July 2017
Add our Livechat to your website!
Starting today you can add Livechat to your website! Livechat is a support channel installed directly on your website. The website displays a chat window visitors can click to start a live chat. You can help customers more quickly and personally while they visit your website. By offering Livechat you remove the barrier of having to look for contact details, and you can reach out to more potential customers.
Connecting to your website only takes a couple of minutes, and once done you can get to work right away. You only have to set up once to help any number of visitors. You can change the colour scheme of the chat window to match your organisations’s style and identity. Set an automated welcome message to invite the visitor to start a conversation.
Save a lot of time by having multiple conversations simultaneously without loss of quality, unlike telephone conversations. Visitors can contact your organisation at the click of a button, they’re not waiting on hold, and they get an answer to their question within seconds!
How do you add Livechat?
Check out the instruction video below. Scroll down to read step-by-step instructions.
- Go to Settings, click Add/edit channels and then click Livechat. Click Create new Livechat.
- Enter the URL for the website you wish to add Livechat to, then click Proceed.
- An installation code will appear on the screen. This is the code you have to add to your website. To read how to do this yourself, continue with step 4.
Is your website managed by someone else? Then click on Send code to website administrator, enter the required details, and continue with step 5.
- Copy the code and paste it at the end of the <body> tags of your website. Please note: make sure to paste the code in between the body tags, not outside them.
- As soon as you’re done, click on Code has been installed and then on Check.
- Once the code has been successfully installed, you’ll receive a notification. Click Proceed to set up Livechat.
- Enter any relevant details, like company name, status and an optional welcome message.
- Personalise the chat window shown on your site by setting the colours.
- Click on Save and you’re ready to start helping your customers with Livechat!
|Brecht van Megen|
05 July 2017
Rights activated in Watermelon
Starting today rights have been activated for the dashboard. This means the platform now distinguishes between administrators and support employees. The moment you create an account, you automatically become the administrator. When you create a new user, you can choose to make them an administrator or a support employee, depending on the rights you want to give the user.
As an administrator you control the settings for the entire platform. You can create users, add and remove channels and you can help customers from the dashboard.
At the moment the dashboard is still in development, but as soon as the All conversations overview and Statistics have been added to Watermelon, you as administrator will also have access to these features. The All conversations overview lets you view the conversations of all dashboard users. When a colleague is away, for example because of illness, you can personally take over any conversations left open, or forward them to other colleagues. Statistics let you check your team’s response time, compare how many conversations come in on different channels, and more.
As a support employee you can help customers from the dashboard, change your own details and set the language of your dashboard. As soon as the statistics feature has been added to the dashboard, you’ll also be able to review your own statistics.
28 April 2017
You can now pay by credit card or bank transfer.
Apart from iDeal, it’s now also possible to pay by credit card or bank transfer. When you upgrade your plan or extend your subscription, you’ll be able to pick these new payment methods!
Paying online by credit card is pretty easy. While you’re upgrading or extending your plan, when asked which payment method you want to use click on ‘credit card’ and then on ‘confirm’. You’ll now be redirected to finish the payment process.
You can pay using the following credit card types: Visa, Mastercard, American Express, Cartes Bancaires en CartaSi. Enter the name of the card holder, credit card number, expiry date, and validation code. The click ‘pay’. When your details have been checked and confirmed, the payment will be debited from your credit card. You’ll receive a confirmation email in your inbox.
You can also simply transfer the payment by bank transfer. When you upgrade or extend your plan, select ‘bank transfer’ and then click ‘confirm’. You’ll be redirected to an overview of the payable amount and the payment reference. You’ll also receive the details by email. Then you can transfer the amount using your online banking service, at your convenience.
Instead of having to write down the payment details and entering them manually, we offer the possibility to scan a QR code to complete your payment. You can do this through the banking apps of ING and bunq. This way you’ll prevent any mistakes, because the correct payment details are already added to the app after scanning.
If you don’t use a QR code and accidentally make a mistake while entering your payment details, the amount will be automatically refunded. Processing a transfer usually takes one or two days. The email will contain a link where you can check up on the status of your payment. This way you don’t have to check yourself whether a payment has been received. Transfer the money before the final date mentioned in the email and your plan will be upgraded or extended.
20 April 2017
Start emailing your customers from Watermelon!
Starting today you can add your email to Watermelon. Almost any type of email address can be integrated.
Possible email addresses:
- Google mail
- Office 365
- Your own server
Add your email
To connect your email account to Watermelon, you have to follow a few steps. First go to ‘Settings’, select ‘Add/edit channel’, select ‘Email’ and click on ‘Create new email account’. Proceed with the following steps for the email account you want to add.
Add Outlook/Office 365
Select ‘Outlook’ or ‘Office 365’. The incoming and outgoing server, the ports and the SSL settings should be displayed automatically. Enter your name, email address and password. Add an optional signature and click on ‘Save’. Your email account has now been added!
Select ‘Gmail’ and click on ‘Add your Gmail account’. Make sure you’re logged into the Gmail account you want to add. The email address you’re logged in on is displayed in the top right corner of the screen. Click ‘Allow’ to give Watermelon access to you Gmail. Add an optional signature and click on ‘Save’. Your Gmail account has now been added!
Add your own email
Select ‘Other’. Where it says incoming server, enter your IMAP, and for outgoing server enter your SMPT. Enter the port numbers and indicate whether your ingoing and outgoing server use an SSL connection. All of these details are listed with your domain hosting provider. Enter your name, the email address and password. Add an optional signature and click on ‘Save’. Your email account has now been added!
You have the choice to add a signature to the email account you’ve added. Go to email settings, fill in the signature and add an optional image (logo).
The image has to be a public link. You can turn an image into a link by adding it to your website’s media library and using the link created. Would you like to use your logo that’s already displayed on your website? Then you can search Google for the logo, click ‘view image’ and copy the link in the address bar.
Finally, click ‘Save’ to add your signature.
Once your email account has been added, all emails sent to your account will be displayed in Watermelon. You can take up an email under New conversations and answer it from the dashboard.
We’ve also made an instruction video which offers a step-by-step visual guide to adding your email account.
|Brecht van Megen|
15 February 2017
Watermelon is now available in English.
Do you have international colleagues who don’t speak Dutch? No problem, starting today, they too can use Watermelon. Although the dashboard is set to Dutch by default, you can simply select your language by going to ‘Settings’ (‘Instellingen’). For now we only support Dutch and English, but in future we’ll be adding more language options.
To switch to the English dashboard first go to ‘Settings’ (‘Instellingen’), then click on ‘Switch language’ (‘Taal wijzigen’) and select ‘English’ (‘Engels’). Switching the system back to Dutch is just as simple!
1 February 2017
Watermelon beta is live!
After many months hard work we’re finally live! Today, 1 February 2017, Watermelon launches its beta version!
What is beta?
A beta version is a version of the software which is already (partly) functional. This means the system is not yet entirely finished. This is a version of the software released to be tested by users, so they can provide us with valuable feedback.
What can the system do now?
Right now, you can already use Facebook Messenger and Telegram! You can add your account to Watermelon and use the system to chat with your customers. You can also forward conversations to your colleagues and receive files like images and video’s.
Starting in april, you’ll also be able to add your email account to Watermelon. And you’ll have the option to archive your chats, and set and edit your profile picture. The system will become multilingual. And soon you’ll be able to send attachments like images, files and video’s. In April we’ll also be adding new payment methods like bank transfer and direct debit.
Get started with Watermelon
To help you get started and make sure you make the most of our system’s features, we’ve compiled a starter guide for you. Check out the starter guide and get to work in no time!