Allow Customer Service Representative to chat with customer through Instant Messaging.
The objective of the process is to solve customer problem by exchanging instant messages between a Customer Service Representative and a customer.
-- Customer Service Representative can see the Web page that the customer is browsing
-- Customer Service Representative can requeue the request into a different customer care queue
-- Customer Service Representative can select a predefined question or solution from a list to reduce typing
-- Customer Service Representative can select a predefined URL from a list and redirect the customer's browser to the URL
Professional, Business Edition
Task | Description | Role |
---|---|---|
Provide a solution |
A customer service representative can provide a solution to the customer either by answer the question in plain text format, or by re-direct the customer's browser to the Web page that the customer is looking for. |
Customer Service Representative |
Chat with other CSR |
A customer service representative can use the customer care applet to chat with other customer service representatives to get additional help for a customer care request, or use it to inform another customer service representative about transferring a customer care request to a different queue. |
Customer Service Representative |
Gather customer information |
Customer service representatives can get information about customers while they are monitoring a customer care queue. By default the following information is available:
In addition, during a chat session with a customer, customer service representatives can also view the page that the customer is browsing. |
Customer Service Representative |
Requeue request |
If a customer service representative concludes that a customer care request can be better served by another customer service representative, he can requeue the request to the queue that is assigned to the target customer service representative. |
Customer Service Representative |
Understand customer request |
Usually, a chat session with a customer starts with a series of questions and answers sent back and forth between the customer and the customer service representative, until the customer service representative fully understands the background of the request. |
Customer Service Representative |
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