Omnichannel support solves the issue of long customer wait times (and the resulting feelings of frustration and dissatisfaction) through the following features:
The efficiencies of a connected omnichannel platform: The key to omnichannel is the interconnectivity of every digital channel and customer conversation. Every channel and the interactions within them are brought together into one unified console. When a customer reaches out, an agent no longer needs to hunt down information from conversation histories across different platforms (and even departments). The customer’s history with your company’s website, products, social media platforms, and customer service agents is all clearly displayed within a unified console, speeding up resolution time and keeping your customers from waiting. By considering past chat transcripts, you can also ensure continuity in service and messaging, keeping the ball from dropping from one agent to the next.
The ever-growing reliability of chatbots: Chatbots are the ultimate tool for reducing wait times. With an intelligent AI chatbot working across your live chat, social media, and SMS channels, a large portion of frontline support can be automatically managed and resolved without any human involvement. This helps to curb queues and wait times, while allowing agents to focus on more high-value customers and queries. Chatbots can also maintain an unlimited amount of simultaneous chats 24/7, relieving the burden off live agents and keeping customers happy.
Robust efficiency tools: Omnichannel platforms contain built-in tools that help to speed up queues by providing assistance to agents in a variety of ways. Canned messages, internal knowledge bases, and keyboard shortcuts allow agents to respond faster by reducing the time-consuming work of crafting messages to customers. Agent Assist, or agent-facing AI, takes this up a level by scanning the conversation and providing agents with suggested answers. This keeps agents from having to search for answers, empowering them to deliver rapid-fire responses that have been vetted for accuracy.
Comm100 Agent Assist automatically providing an agent with knowledge base articles to answer the customer’s query.
Agent scheduling: Integrated agent scheduling tools allow you to create comprehensive work plans for your team. This can help keep your team organized with automatic shift alerts and proactive planned absences, which in turn can keep chat distribution streamlined and efficient.
Queue management: A strong omnichannel system will offer queue management tools that allow you to streamline chat distribution. Chats can be distributed to certain agents or departments by a predetermined set of rules. You can also create chat load limits for agents based on variables such as experience or ability, and create redirect rules to back-up departments in case of overflow. All these tools keep queues from becoming unbearably long for customers.
Learn more about how queue management maximizes handle time in our guide, Comm100 Live Chat Queue Management.