If you think that the functionality of a chat center is limited to receiving messages from clients and responding to them, you miss tons of opportunities. Here are some tips on what Chat2Desk features you should consider using and why.

Automation

1. Chatbot

What it is: a program that analyzes messages and performs actions according to the subject of the request.

Why do you need it: to automate and optimize operators' work.

How to use it

The chatbot analyzes incoming messages, identifies specified keywords, and replies with the prepared text, photo, picture or PDF file. Chatbot is a convenient tool because the client can speak in human language – there is no need to send commands.

A chat bot can handle the following types of requests:

  • How much does your service cost?
  • What time do you open?
  • Where can I find the price list?
  • What is a Ford Focus maintenance fee?

Configuration: go to Settings > Chatbots

2. Self-service menu

What it is: a set of commands working as IVR in telephony.

Why do you need it: to free up operators and sort incoming calls by channel depending on the subject of the query.

How to use it

A well-designed self-service menu handles up to a quarter of company's queries. Choose the most frequently asked questions, prepare replies – and some customers will not even need to interact with an agent.

If the business specifics do not allow you to implement such a scenario, the self-service menu will still help to optimize your work. Ask the client to choose a topic or a product he or she is interested in, and the program will automatically redirect the user to the right agent.

Configuration: go to Settings > Self-service menu

3. Scripts

What it is: custom scenarios written in Python or other script language

Why do you need them: to expand service possibilities

How to use them

Scripts deepen service functionality and allow you to implement almost any workflow scenario. For example, you can:

  • automatically send a Viber business card to a client;
  • limit chat amount for each operator;
  • ask a client when to contact him/her if they send a message after-hours;
  • prohibit customers from sending their credit card numbers and filter out obscene language;
  • assign chats to operators automatically;
  • transfer expired chats to a supervisor.

Your developers can create a script, or you can ask our stuff for help.

Configuration: go to Settings > Scripts

Workflow optimization

4. Filter sets

What it is: ready-made filter sets for an easy search.

Why do you need them: to quickly find required chats.

How to use them

Create filter sets that you can activate with just one click. For example:

  • expired chats of an operator or a group;
  • chats on a particular messenger;
  • chats with users from a particular country;
  • chats with specified tags;
  • chats with VIP clients.

After saving the set, you can call it by pressing the name of the set in "My Chats" section.

Configuration: Click on a filter icon in a chat window, select required filters and then save the set.

5. Macros

What it is: short commands.

Why do you need them: to perform routine actions automatically.

How to use them

Macros allow you to perform one or more actions in one click. For example:

  • assign a specified tag to a client or a request;
  • leave a comment or fill in other fields in the client card with the specified values;
  • assign a chat to yourself, return it to the previous operator or transfer it to another agent;
  • call a Python script to transfer data to the CRM system and other external services;
  • send a POST request to an external system;
  • respond to a client with a pre-prepared template;
  • close a chat, mark a dialog as read and perform other actions.

Configuration: macros are configured at the Macros section in the settings menu.

There are two ways to run them: directly from the chat window by clicking on a star icon or by creating a shortcut.

6. Internal comments

What it is: agent's messages that are not visible to clients

Why do you need them: to communicate with each other.

How to use them

When operators have questions about handling the query that they want to discuss with each other or they need to pass on important information to another department, it is helpful to leave a note directly in a chat window. Internal notes, both text and voice ones, appear in a dialogue, but are not visible to the client.

How to leave a comment: click on an internal comment button in the chat window.

7. Quick template search

What it is: an agent work accelerator.

Why do you need it: to reduce response time.

How to use it

Operators can call a required template with a quick command. This function is useful when you have a lot of templates, and searching through the list takes a long time. Once you have typed the command, the system will show the matching templates. An agent can select the suitable one by clicking on it.

Configuration: in a chat window, type in the hyphen (-) and the first symbols of the template you are looking for.

Client communication

8. Mass operations

What it is: actions you can perform simultaneously with several chats.

Why do you need them: for managing your client base easily.

How to use them

The following operations are available:

  • assign and delete tags to groups of clients;
  • transfer several chats to another operator;
  • mark several chats as read or close them.

Configuration: go to Bulk messaging and mass operations

9. Viber business card

What it is: automatic message with information about your company.

Why do you need it: to establish a long-term contact with the client after a call.

How to use it

When clients call you, send them a message on Viber, thanking them for calling and suggesting to continue conversation over messengers. It is convenient for a client since there will be no need to search for a phone number again to make another call. The dialog will be saved in a messenger history and will be easy to find. Moreover, this way you will free up your call-center.

Configuration: contact our technical support.

10. Blacklist

What it is: A list of numbers and accounts that cannot send you messages.

Why do you need it: to ban spam and other unwanted users.

How to use it

You can ban an unwanted or inadequate client, as well as users who send spam. Blocking can be temporary or permanent – while it is activated, messages from the banned account will not be received by your chat center. The administrator can unblock the client at any time.

Configuration: go to Settings > Blacklist or simply ban a client from his or her profile.

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