For the convenience of those clients who still prefer voice communication, in addition to the telephone, the Dostaevsky service has connected a callback form from LiveTex to the website.
Organizing the work of operators with text channels in 1 place and improving the quality of communication with clients
“Since we receive requests via different text channels: chat on the website and in the mobile app, messengers and social networks, we needed an omnichannel solution that would unite them all. Communication in several channels complicated the work of employees. They had to quickly respond to incoming requests that came from uk whatsapp number data different sources, and it was difficult to collect them manually. In addition, a large number of communication channels made it difficult to control the work of employees. The LiveTex chat platform helped us optimize the load by uniting all channels in one place,” notes the Dostaevsky service.
To work with requests in different digital channels, LiveTex provided the Operator Workplace (OWP) application. With its help, customer support employees were able to quickly and efficiently process requests received through different channels in one window, without having to switch between the interfaces of different programs.
Dostaevsky operators highlight several OWP tools that help speed up communication with clients:
Quick messages are pre-prepare
“In communication with clients, we do not use pre-prepared answers and try to avoid templates. We value live communication. However, during periods of high workload, when the number of requests exceeds the number of employees capable of processing them, quick messages come to our aid. For example, operators can warn the business sale lead client about the high workload and inform that they will definitely contact him later. Such messages are also used to describ various promotions, compensations and other nuances that require a lot of time to explain. Managers formulate these descriptions in advance and use them to process requests more effectively,” says the service Dostaevsky.
Hot keys for switching between calls, transferring a conversation to another operator, calling up the notes panel and sending quick messages.
Spell checking helps you avoid typos.
The timer helps you meet KPIs for response time to a new request, and push notifications notify you of a new message.
A single communication history that allows the manager to quickly understand the essence of the previous dialogue and the issues how grades differ from other payment systems that have already been resolved earlier in order to process requests more efficiently.
Analysis of operator performance
Detailed analytics in. Liveex allows you to track key performance indicators of operators: the number of processed requests, the time each operator works, as well as the response time to the first message and the average response time and duration of dialogues.