Take a moment to think about your customer service staff and how you utilize them in the call center or for email customer service inquiries. Chances are that, within your customer service team, there are staff members who are better at one type of inquiry than at another. You may even have your customer service or sales representatives broken up into teams so that groups of employees can be specialized in one area. However, despite the fact that most customer service or sales departments have either teams or individuals who are specialized, most live chat requests are sent to a group pool in the majority of service or sales departments.
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Comm100’s routing options allows you to tailor your live chat request routing in the same way that you would tailor call center or email routing. When your customers visit your website with issues or questions, the routing features will allow you to distribute their chat requests to a defined department.
For example, if you sell jewelry, you may want live chat for website requests that originate from a page that features engagement rings to go directly to an agent who specializes in wedding jewelry. With the Department feature, you can.
You won’t need to worry at all that your messages get inadvertently sent to the wrong person or department. Once your live chat button is encoded to route chat requests to a specific department or individual, the live chat button only appears on the webpage when that agent or department is logged on and active in the system and available to take the chat request. That means that you’ll never have a specialized chat request go to the wrong person or team, resulting in a confusing or muddled message to your customer. However, your customer still has the flexibility to choose a specific department request in the pre-chat window if he or she chooses to do so.This means that if a customer clicks a chat button on a specific page but actually needed help with a more generalized issue, he or she can still send themselves directly to the appropriate department.
The Department feature enables you to control what information and message gets presented to your customer and from what specialist or specialized team. You still allow customers to take advantage of self-guided options for unique service needs, however.
The Comm100 Live Chat Department feature can take your live chat organization and structure to new levels of efficiency.
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