Marketing
November 18, 2021
•
5
min read
Consumers today expect the same instant, conversational support they get from friends on social media. Nine out of ten people want to connect with businesses through live chat online. Yet many still face bad customer experiences—slow responses, disconnected conversations, and agents who lack context.
Consider this:
- Customers spend more with brands that offer live chat
- Poor chat experiences drive customers away—for good
- The right user-friendly tool captures customer data and builds loyalty
CINNOX is built for this. It’s more than a chat widget. It combines voice, video, smart routing, and seamless integrations—all in one platform. Used right, it turns conversations into sales, support, and lasting relationships.
3 use cases
Live Chat for smarter, efficient customer service
Customers expect instant help when they need it. When answers aren’t on your website, they turn to live chat. A well-designed widget acts like a virtual assistant—guiding visitors, answering questions, and delivering a positive customer experience on every page.
"As a customer, there’s nothing more annoying than being passed around agents and departments like a hot potato."
Corporate Tag Directory
Create custom tags to route customers to the right agent, sales rep, or department—directly from the chat widget.
- Personalise each tag with an icon
- Assign to chat, call, or both
- Use smart routing based on agent skills and availability
- Trigger tags with Smart Greetings for proactive, helpful outreach
This reduces friction and boosts customer satisfaction from the very first click.
Dynamic Directory
Show relevant content and contact options based on the page a customer is viewing.
- Offer call or chat options tied to that specific page
- Route to the most suitable agent automatically
- Direct customers by language, location, or browsing behaviour
Meeting customer expectations in the moment creates a seamless, great customer experience.
Staff Directory
Let customers choose their own agent directly from the widget.
- Builds on past positive interactions
- Customers value personal connections and consistency
- Encourages loyalty and repeat engagement
A familiar face—or name—turns support into a relationship.
See more: Corporate tags and staff directory explained
QR Codes & Web Links – For Lasting Relationships
After a chat, agents can send a QR code or weblink so visitors can reconnect instantly—no app download needed.
- Send via SMS, WhatsApp, WeChat, or Messenger
- They save the link on their preferred channel
- One-click access to the same agent next time
This simple step delivers a great experience that keeps people coming back.
Human-to-Human Interaction with Video Calls & Screen Sharing
CINNOX Connect is the only live chat widget with built-in web calls and video calls. Show your human side from the very first click.
- Perfect for product demos and technical walk-throughs
- Create immersive, personalised experiences
- Build memorable support that exceeds expectations
In a world of 5,000 ads a day, a genuine human connection is what drives satisfaction and turns support into your strongest advantage.
Conversational Marketing to build your ‘tribe’ with Live Chat
Live chat has evolved beyond customer service. Brands now use it for conversational marketing. Unlike offline sales, where customers willingly share data, online forms have a usage rate below 3%. People drop off quickly when asked to fill them out.
Live chat changes this. It’s not about forcing data entry—it’s about real-time conversation. You can guide customers, answer questions, and naturally gather insights. The 97% who never fill forms become more than just analytics. They become detailed profiles in your CRM.
Use live chat to run marketing campaigns. Invite visitors to demos or workshops via video call. Share special offers with file sharing. Turn casual browsers into your most loyal tribe.
Reports and Insights
CINNOX provides detailed reports to help you work smarter, not harder.
- Customer Reports – Spot trends, track satisfaction, and understand what your customers really need
- Agent Reports – Monitor performance, measure response times, and identify coaching opportunities
- Operational Insights – Pinpoint peak calling hours to optimize staffing
- Widget Optimization – See which pages drive the most chats and adjust your tags accordingly
Data-driven decisions lead to better support and stronger engagement.
Visitor Profile and Journey
When a new chat starts, agents see everything they need—instantly.
- Device & Browser – Know how the customer is accessing your site
- Language & Location – Greet them in their preferred language
- Time Zone – Respect local business hours automatically
- Past Interactions – Review previous chats for full context
With a complete customer profile at their fingertips, agents can quickly decide whether to chat, call, or launch a video—creating a personalized experience from the very first message.
"With live chat you can tell if a customer is frustrated, happy, or has a sense of humour, and tailor your responses to match."
Professional services and sales in the digital era
Sales and professional service teams spend most of their time on the road—meeting clients, attending events, and managing hundreds of calls. But updating CRM records on mobile is difficult, and call logs quickly become messy.
Procurement and logistics teams face the same struggle. Tracking partners, vendors, and conversations becomes unnecessarily complicated without a system designed for on-the-go work.
QR Codes and Web Links – For Sales and Brand Loyalty
- Print QR codes on brochures, packaging, or business cards
- Customers scan and connect instantly—no roaming fees
- Makes customers feel valued from the first click
Consultations and Virtual Appointments
- Let customers choose their own doctor or teacher from the staff directory
- Start video calls instantly from the widget
- Customize routing based on the page customers view
- Every interaction a customer has stays seamless and personal
Safe and Secure Private Communication Channel
- Use CINNOX as a secure go-between for new or unverified partners
- Verify facilities via video call, review contracts with screen sharing
- Block unwanted contacts with the blacklist feature
- Smart customer experience management protects your team while helping you delight customers
Going Live in 3… 2… 1….
With many features and capabilities in one simple solution, your CINNOX web communications widget is a powerful tool for any business, product, or service.
