October 2020: New Product Enhancements at Insent

The past couple of weeks have brought on an edge-of-your-seat experience for many, with the U.S elections taking the forefront of world news. With such a close race, we can definitely say that the experience was both very nerve-wracking and exhilarating, to say the least. Regardless of the outcome, it’s also important to note that exciting times are ahead.

With the holiday season approaching, Insent has been busy with some very exciting updates. Though the season may look a little different this year, it’s always important to celebrate along the way. With the quarter in full swing, our team has been working diligently to tackle some of the problems we learned from our customers. With that said, we’ve rolled out some new features and upgraded existing ones to bring you the best possible experience with Insent.


1. Agent performance Dashboard

Tracking how your SDRs are performing is valuable information for your sales team and the overall relationship between your prospects and agents. This Agent Performance Dashboard will give you just that. It is critical to understanding agent functions and seeing how well they are interacting with incoming requests, by also providing a broad overview of the key performance indicators. Overall, the agent performance analytics will give you actionable insights based on data about how your organization’s agents are performing on the Insent chat platform.

It includes:

  • A holistic visibility of the productivity of agents. It helps you monitor critical metrics like the number of requests accepted, average response time, and your feedback from prospects/customers
  • A detailed analysis of requests received, accepted, median response time and more



2. Feedback Score: Actively listen to your visitors

Feedback never hurts. Especially in a space where you are constantly interacting with your buyers, it’s always a good idea to know how they feel about their interactions, how you can improve their experience and much more. With that said, we decided to introduce the feedback score in our conversations.

Now you can get feedback from your visitors on how useful your conversation flows are directly from within your bot -- because why not! Plus, it’s one less thing for your team to worry about.

Moreover, the feedback score for conversations and agents will help you better understand the quality of conversations between your agents and your visitor. Next time you’re chatting with a visitor, don’t forget to ask for feedback.

3. Quick Replies: Use your most frequently used responses


It’s tiring to say “How can I help you?” a hundred times a day. We understand the frustration, which is why we created quick replies for you.

Now you can save and re-use your most frequently used responses. It doesn’t matter if you’re using Slack, Microsoft Teams or Insent Inbox, you can respond from anywhere, with your saved quick replies. Ultimately, we believe this will save your agents valuable time.

New and improved Slack Integration

We know our Slack integration is making people’s lives easier and better. Which is why, we want to make sure that it has everything one needs there to be for ultimate conversation comfort. That’s why we’re bringing more features into Slack from Inbox -- call it an upgrade.

You can now update the conversation status from within Slack itself. Also, your SDRs can ask for feedback and send quick replies, without any hassle, from Slack.

Not to mention, our Slack messaging also got an upgrade. You can now see more context about the visitor requesting to connect right within Slack. More context = more connections! Start your conversations with a BANG!

What’s to come?

There’s always more. Our team is constantly working hard to improve the platform’s efficiency on a daily basis. And, our users are noticing a difference. We place our customers at the forefront of our operations, and we’re glad to make their experience all the more better with Insent.

With that said, there are some big things brewing in the background that we’re keeping under wraps for now. But, we can’t wait to share with you, so stay tuned!

Tony Tom

Tony is the Product Manager at Insent.ai, a human-first conversational marketing platform that connects B2B marketers to their target prospects the moment they land on their website.

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