Ticket reopening examples

If this is on and set for 7 days. A customer may message on day 1 and an issue may be resolved/question answered by an agent. If within those 7 days, the same customer initiates another ticket via Facebook because the issue persists or they have a follow-up question, the previous ticket will be opened for the agent to continue the previous.

Tagging example

Tagging can be used to hide or present channels to relevant users who also have the same tag. Some customers have multiple sites/offices using the same portal. In order for each site/office to only see the relevant channels and access them, tagging can be used to hide the non related channels.

Result code plans example

Using different result code plans for you different channels will allow you to track and report, in more detail, the outcomes of your interactions within the system.

Schedule example

Using schedules allows you to control when a channel is open or closed. For example, the webchat widget on your website can be configured to show different options when closed, such as an email form for out of hours contact. See Automation tab below for more on this.

SLA response time examples

Some clients have themselves, set SLAs for agents to respond to their customers. For example, "you must reply to the customer on a web chat within 60 seconds or the customer journey will be a poor reflection of our service."

Clients working on behalf of other companies may have these SLAs determined for them. This allows them to enter the SLA into the system for their agents to adhere to.

Capacity

A number of factors will affect the appropriate choice for your capacity on webchat channels. Most customers limit chat capacity to 2 or 3 interactions per agent. This is influenced by factors including but not limited to; number of chats, skill level of agents, nature of channel (e.g. complaints vs sales), complexity of conversation and so on. Another factor is 'auto response buttons' within scripts. If your webchats usually follow the same conversation topics, you can create auto response buttons for agents to use. This can help when dealing with multiple chats at the same time by speeding up the replies from agents, effectively allowing them to deal with more concurrent interactions.

Force ready

To ensure interactions are being dealt with in a timely manner, the system has the ability to push queued interactions to any agents with available capacity. This ensures that agents always have interactions to deal with, thus improving agent efficiency and reducing customer queue times.

Scripting examples

A BPO running campaigns for different clients will have different scripts for each webchat channel to provide relevant information to the agent, allowing them to process information and improve the customer journey. Each channel can have a different script if you require. For more on scripting, see this guide.

We have a specific button set available which allows for quick responses from agents with a push of the button. For more on this feature, see this guide.

Suspend webchat example

Should a situation arise whereby you cannot staff the web chat channel, you can suspend the channel until you are able to staff it and reopen. Giving the customer a message or alternate option to contact you via email will help reassure them you will be available as soon as possible.

Attachments example

Being able to attach files such as forms to give to a customer for completion is commonplace in some industries. Via web chat, a customer can reply and hand back the completed form for processing by the agent.

E.g. A debt collection company requires customers to complete a form detailing their outgoings etc. This can be passed on via webchat by the agent and the customer can come back that or another day with the completed forms.

Pre chat questions examples

Using these questions, I can see why my customer is connecting with me today without having to type/send the questions one by one and wait for a response each time. It also enables me to look their current contract details up on our system whilst introducing myself on the chat as I have already gathered their postcode and reference.

Queue announcement examples

Connected examples

Greeting message
'You are connected to a member of our team.'
'Thankyou for waiting, you are now connected with an agent.'
Connected to user message
'Hello, you are speaking to {{AgentName}}, how can I help?'
'Hi, my name is {{agent name}}, how can I assist you today?'
Connection status
'You are talking to {{AgentName}}.'
'You are connected with {{AgentName}}.'

General examples

Branching message
'The previous ticket has been closed and a new ticket has been created.'
'The agent has created a separate ticket for your enquiry.'
Transferred message
'You have been transferred.'
'Please wait while you are transferred.'
Closed/resolved message
'Thankyou for your time today, goodbye.'
'Thankyou, please contact us again if you require any further assistance.'

Automated message example

In fig 6 above, The first automated message “Are you still there?” has a threshold of 5 minutes; the second message, “Hello?” has a threshold of 10 minutes, (since last customer message). This means that the messages will be sent 5 minutes apart.

CSAT example

The Customer Satisfaction page allows you to manage the surveys offered to customers following an interaction, in order to measure Customer Satisfaction (CSAT), Net Promotor Score (NPS), or gather detailed feedback.