The Dostaevsky service support managers use various LiveTex tools that help them effectively manage the process of communication between operators and clients online.
Online monitoring
Online monitoring allows you to track the level of workload on operators in real time: how many dialogues have been processed, how many requests are in the queue, etc. If the workload on operators becomes high, the shift supervisor can increase the limits so that clients are not left without an answer and their requests are distributed to managers.
Supervisor
Another tool used by Dostaevsky service support managers is a supervisor. With its help, senior managers can quickly come to the aid uae whatsapp number data of employees in difficult situations, for example, send a hidden hint to a new employee in a chat or transfer the dialogue to a more competent colleague.
The supervisor also helps in the adaptation of new operators, when an intern is brought to the line, the mentor controls and helps him in his work.
Routing requests: working with a queue
Setting limits helps to distribute the workload wisely depending on the level of employees’ competencies. For example, to adapt new employees, colleagues from Dostaevsky set a limit of 3-5 simultaneous dialogues. As the operator becomes more experienced, the limits increase and, consequently, the number of requests that he can effectively process increases.
Routing calls: operator groups
Another tool is distribution into groups of operators. In the Dostaevsky service, support is divided into first and second lines depending business sale lead on the skills and competencies of the employees.
New employees work on the first line and process simple customer requests related to placing orders and consulting on the product and services of the service. More complex questions are transferred to experienced specialists. Thus, the workload is distributed evenly, and customers receive fast and high-quality support.
Results
Using the LiveTex chat platform allowed the company to achieve its goals and objectives, namely:
Transfer clients to text channels. Now you can contact Dostaevsky’s support via chat on the website and in the mobile app, Telegram, WhatsApp*, Viber, VKontakte, Instagram* and Facebook*, phone. More than 70% of requests are processed in text channels and only 30% in voice channels. This approach has increased the productivity of operators by 15 times.
Organize the work of operators with text channels in one place. Thanks to work in a single application and its tools. Operators successfully process up to 100 thousand requests per month without losing. Speed and quality connecting your own channel using the visitor api of service. Thanks to RMO tools. The response time to the first message and the average response time to a message do not exceed 30 seconds. This is explained by the fact that the Dostaevsky service believes that communication in a chat should be similar to communication in a messenger. So the dialogue should take place in real time.
Implement tools for analyzing the work of operators. LiveTex analytics helps to track the performance of operators. Promptly identify weak points and make changes to improve the quality and efficiency of their work.
Implement tools to manage the work of support service employees and operational assistance. Supervisor, online monitoring allow you to manage the workload during peak hours and promptly help with difficult requests.
In addition to solving the client’s main tasks
a single solution for business, eliminating the need to enter into multiple contracts with different contractors;
high level of quality and a guarantee of stable operation. From a company with more than 10 years of experience in the market;
support from a personal manager** at all stages of cooperation;
quick implementation and a clear interface, thanks to which the employee training process is as invisible as possible to clients.