Agent Efficiency Tools
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Hi - if a customer sends a chat in between 5pm and 7pm, I want an automatic message to be sent saying it will take longer to reply as this is our busiest time. I want the chat to remain open as somebody will respond to it but I cannot see how to do this - any suggestions please?
With the pandemic and people forced to shift to remote work, it’s understandably even tougher for customer service teams to stay motivated every day.Customer service motivation needs to blend in with an organization's culture to create fulfilling jobs for their frontline employees.Take a look at this short guide to keep your customer service agents happy.Which one (or more) of these works best for you?1. By promoting two-way communication.2. Empowering the agents with the right tools3. Rewarding and appreciating your support reps.4. Regulating workload and setting realistic goals5. Sharing customer appreciation with the agents
Imagine you’re on a call with a customer regarding an issue with the website. You’re guiding the customer on how to fix it but, the customer is not able to follow what you’re saying.You think to yourself, “If only I could see what the customer’s doing, it would sure make things better”.Well, your dream just came true. With Freshchat’s conversation view, you can stay on the same page as your customers. Literally.Co-browsing can help you provide live, instant, and personalized support to your customers right from the Freshchat web app. Just, request for access to your customer’s screen to help them with their queries.
“Can you give me the list of plans?”“ What’s the pricing plan?”“ What all pricing plans do you folks provide?”“ Send me the pricing plan!”Customers have questions. And these questions can get repetitive. Imagine typing the same response Every. Single. Time. Tiring, right?Well, don’t sweat it because with Freshchat’s Canned responses save your time in the most amazing way. You can set predefined responses to common customer queries and welcome/thank you messages. This can be accessed and sent by team members as part of their conversation.To access your short code use a slash followed by the response. Pretty cool, right? This helps in having high impactful conversations and decreases your workload.
Message clusters can be chaotic. But, what if I told you, it doesn’t have to be.With Freshchat’s Priority Inbox, you don’t have to search through a thousand messages to find the one customer you forgot to reply to. As the name suggests Priority Inbox sorts your conversations in the order of priority and helps you identify which conversations have pending replies. It sorts your conversations based on first response due, response due, and no response due. P.s, it also highlights the time from when the conversations have been waiting. You never have to worry about losing a customer again.
Sending messages to customers can be scary. The message you send determines future relations with your customers. What’s even scarier is sending a message to a customer without knowing any information about them. It’s like roller skating without any protective gear on.So, how does Freshchat help with that? Freshchat's Context pane helps you send the perfect message with contextual information.Let's take a look at an E-commerce example. Before sending out a message to a particular customer here’s everything you can know about them!Details such as their name, email ID, phone number, etc.,Purchase history, no. of items in their cart, membership ID.Follow how your customers have navigated through the website to have better conversations with them.App integrations such as payment apps would display the customer’s payment history.Well, what more can you ask for? Isn’t this enough to have great conversations with customers?
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