Post by ruhaimaromana22 on Nov 5, 2024 6:57:02 GMT
Our mini-series of articles on the art of quickly responding to clients is coming to an end. Let us recall what was discussed in the previous parts:
Here we discussed the topic of dialog routing, the limits of parallel conversations per employee, and talked about warnings for those whom we cannot respond immediately.
Here we compared approaches to dialog social media marketing service distribution: uniform distribution, random within the limit, and manual parsing. We also talked about channel priorities relative to each other and highlighting requests that are waiting for an answer.
And here - about how to more easily get information from the client necessary for productive communication, as well as about templates and automation.
Today we will consider situations when it is not possible to quickly respond to everyone who contacted.
It happens that one specific operator cannot take on a dialog for a long time. This is not a problem if the dialog is automatically transferred to another employee. LiveTex settings provide such an opportunity. Determine how many seconds after the request the dialog will be redirected to the next operator - and all clients will be served.
But what should, for example, a gift shop do before the New Year?
Or a company that doesn't have a 24/7 contact center?
Let's figure it out below.
8. Real chaos: chatbot to save December 30 and March 7
Before holidays, on sales days or on other days when the load on operators reaches peak values, the ideal assistant is a chatbot. It instantly answers all clients on the website, in the mobile application, social networks and instant messengers.
It will not replace a person 100%, but it will cope with typical questions perfectly.
But still, in difficult situations, clients need human help. And they simply feel comfortable with the bot when they know that they can always switch to the operator. Therefore, we recommend adding a button to switch to the operator in the push-button (scenario) bot, at least from the second step. And in the text bot, set as few attempts as possible to search without a result.
Even if the client switches to the operator, the bot will still be useful - it accepted the client, did not let him leave. In addition, the text bot will transfer the entire history of interaction to the operator, and the push-button bot will also receive important information from the client before redirecting to the operator ... but we have already written about this .
In a situation where a client is transferred from a chatbot to an operator, and the operators are all overloaded, an offline form will help. More about it below.
9. If no one is at the workplace: settings that will not give the client false hope of an answer
If the company does not have a 24/7 contact center, the Offline Request and Call Order widgets will help.
Here we discussed the topic of dialog routing, the limits of parallel conversations per employee, and talked about warnings for those whom we cannot respond immediately.
Here we compared approaches to dialog social media marketing service distribution: uniform distribution, random within the limit, and manual parsing. We also talked about channel priorities relative to each other and highlighting requests that are waiting for an answer.
And here - about how to more easily get information from the client necessary for productive communication, as well as about templates and automation.
Today we will consider situations when it is not possible to quickly respond to everyone who contacted.
It happens that one specific operator cannot take on a dialog for a long time. This is not a problem if the dialog is automatically transferred to another employee. LiveTex settings provide such an opportunity. Determine how many seconds after the request the dialog will be redirected to the next operator - and all clients will be served.
But what should, for example, a gift shop do before the New Year?
Or a company that doesn't have a 24/7 contact center?
Let's figure it out below.
8. Real chaos: chatbot to save December 30 and March 7
Before holidays, on sales days or on other days when the load on operators reaches peak values, the ideal assistant is a chatbot. It instantly answers all clients on the website, in the mobile application, social networks and instant messengers.
It will not replace a person 100%, but it will cope with typical questions perfectly.
But still, in difficult situations, clients need human help. And they simply feel comfortable with the bot when they know that they can always switch to the operator. Therefore, we recommend adding a button to switch to the operator in the push-button (scenario) bot, at least from the second step. And in the text bot, set as few attempts as possible to search without a result.
Even if the client switches to the operator, the bot will still be useful - it accepted the client, did not let him leave. In addition, the text bot will transfer the entire history of interaction to the operator, and the push-button bot will also receive important information from the client before redirecting to the operator ... but we have already written about this .
In a situation where a client is transferred from a chatbot to an operator, and the operators are all overloaded, an offline form will help. More about it below.
9. If no one is at the workplace: settings that will not give the client false hope of an answer
If the company does not have a 24/7 contact center, the Offline Request and Call Order widgets will help.