You can easily add agents to departments based on their skills so that agents can focus on what they do best. This improves chat efficiency and customer satisfaction. The Comm100 Live Chat Department feature can also greatly reduce training costs for businesses while improving professionalism.
Director of Finance, Birando UK
Set up a dedicated live chat button for a department. Chat requests initiated from that chat button are directly routed to the agents in the corresponding department.
Route an incoming chat to the right department based on pre-defined rules. For example, you can route customers from different regions to the corresponding resellers, partners or teams responsible for those regions.
Reports are available at the department level. You can learn how each department performs as well as how agents within the same department perform in terms of chat workload, efficiency and quality.
Permissions can be set by department. You can ensure that agents in a certain department can only accept chat requests routed to that department and view that department’s chat transcripts. One agent can be in multiple departments.
Visitors can have all kinds of questions. For instance, you may need to chat with an agent from another department or transfer the chat to an agent in that department. The department feature enables you to easily locate a suitable agent who can help.