Get Better Usage of Your Company's Operators
Departments Direct Chats towards the Ideal Operators
You can make different chat windows and direct website visitors to specialist groups (departments) instantly depending on the page where they begin chats or let them choose a department themselves. If you'd rather assign website visitors to specialists depending on the data they provide before a conversation starts, then you may set Visitor Triggers that direct chats proactively.
Receive Support Quicker
Offer clients the ideal communication choices depending on products/departments/issues. Reduce waiting time by connecting them immediately to the experts.
Find Delays and Minimize Waiting Times
Routing chats to departments assist in easing blockage, enhance staffing and handle assistance resources effectively.
Refer Back, Evaluate & Optimize
Browsing through previous chats is simple. It’s convenient to Segment chat History according to departments. Check back at earlier conversations inside a department, evaluate and find scope for enhancement.
Reduce Resolution Time and Minimize Inconvenient Transfers
Determine Advanced Chat Routing by Department
Live Support can direct your clients efficiently towards the specified departments or specialists according to customers’ existing link, source, routing history and many other system fields. It's also possible to utilize the data captured from your pre-chat survey or custom variables. By doing this, your client is consistently served by the perfect person, at the ideal time.
Group Operators By Abilities
Advantages of Departments
- Distribute authority, work, and responsibility
- Group team of specialists collectively
- Maximize effectiveness and quality of Ticket handling
- Reduce Ticket response and resolution time
Give Priority for Chats, Define Custom Rules
A Department stands for a particular division of your business categorized by product or service, the area of expertise, geographic location or responsibility. A few examples of ways to utilize departments consists of:
- Specialty - Clients with various kinds of inquiries need to be served by specialists prepared with specific skills.
- Function - Human Resources, IT, Accounting
- Product or Service - city bikes, road bikes or Bikes-Shop.com, Flowers-Shop.com
- Geographically - US, Europe, Asia
Want to find out more about the way Departments
will be able to meet your Company's needs?
Book a free demo with our team.