The welcome message will be sent when an agent is assigned to a chat with a customer. And the closing message will appear when the agent ends the conversation. It is crucial to close the conversation once it is over. This way, the customer will receive the message and feel cared for. You can also set up an automatic message that appears when the customer writes outside the company's opening hours. The schedule is configured in Callbell. Analysis of statistics and metrics Callbell will update daily the statistics of all the applications you have integrated into the platform. This way, you will see on a single screen the overall performance of your company's customer service through the CRM.
Based on the measurement results, you can re-evaluate the current strategy and make appropriate changes. This will be very helpful in the beginning, especially when routing chats. The results obtained by each agent are also displayed. Each agent is marked with a different color. Keeping an eye on their performance will help you deal with possible team failures, or detect times when more customers are writing, in order to better distribute the workload.. 3 Technical assistance. Customer: I need help setting up my PC. Callbell: You will be able to speak to one of our support agents in a moment. The word "help" is configured so that its path leads to technical support.
The same path would have appeared if the customer had typed "3" or "3 Technical Support", plus all those words approved in Callbell for this selection. An error message can also be set up if the customer does not type any valid selections that have been configured in the routing, so the bot cannot assign routes. To avoid frustration, it is imperative bulgaria telegram database that the options are intuitive, clear, and have an amalgam of synonyms or different options that allow the customer to refer to one choice or another, as in the technical support example above. After assigning an agent, the customer will be presented with the welcome message that was previously configured in Calbell . This is when the conversation with a person on the other side of the screen begins. Custom Fields These fields refer to the contact fields.
You can add some extras to help you recompile customer information. There are these types: simple text, text box, simple selection, multiple selection, URL, date, etc. Be careful, if you delete a field, all the data will be deleted as well. Tags They allow you to categorize conversations with your customers so you can sort them accordingly. You can do this based on whether they purchased a product, the language they speak, etc. Internal notes You can take notes in the chat that will only be seen by other team members; these are useful for leaving important information about that customer. Click on the note icon and the field will turn yellow. Be sure to confirm that you are sending a note to the team and not a message to the customer ; confirm that the field is yellow.
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