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Handle visitor chat requests effectively with 360Video
When you have a dedicated support team giving real-time customer support through video chat, it is important that all the chat requests that are received are managed effectively. Customer360 offers a video chat software, 360Video, powered by some amazing features and automations that ensure that a chat cycle runs smoothly. It lets you juggle support requests easily, so you can provide the best possible customer support and deliver customer satisfaction. Here are some powerful features that you can have access to with 360Video and make chat handling an easy task for your support agents.
You can set up rich routing rules to automatically direct right chat to the right support agent. Also, as you define the routing rules, you can set a limit for maximum queue of concurrent chats that your agents can have at one time. You can also set a limit for the chat waiting queue for every individual support agent.
Create canned messages to help your agents save precious time. Agents can improve their response rate by using pre-drafted canned messages, while chatting with visitors, instead of typing out the same response for every single visitor. These canned messages help support agents handle their chat requests with greater efficiency.
Give your agents the chance to collaborate over a chat and offer visitors and customers the best possible solutions and answers to their queries. Empower your support agents with the ability to seamlessly transfer an active chat to another agent, who he/she feels can answer the visitor’s questions better.
You can now determine whether you would like your support agents to be able to mail your visitors the transcripts of their chat interactions. Mailing a chat transcript gives your agents a chance to share the record of their chat conversation with the visitors. These transcripts can prove to be helpful for your agents, in their future interactions with the visitor.