Text Messaging and Chat Management
Text messages and chat provide an excellent alternative to live conversation between a customer and an agent. Written communication enables agents to consult with knowledge systems or peers before answering, and is easier to record and analyze. In addition, when an immediate response is not required, agents can reply to customers at their convenience and handle multiple cases at the same time, allowing for greater efficiency.
Q-nomy's omnichannel solution enables service providers to manage incoming text messages exactly like other, more traditional channels: messages can be queued, distributed to agents according to availability and priorities, assigned to cases, and be handled and replied to by agents.
Chat Management for Contact Centers
Different types of business units may be tasked with managing incoming messages:
- A dedicated contact center may be assigned for handling customer messages and chat. This can be efficient when the organization expects a consistently high volume of written communications, or when chat topics differ significantly from those of incoming calls or in-person meetings.
- A contact center may be handling a mix of incoming calls and text. This may make sense when messaging volume is low, or when written messages often accompany or follow live conversation and are related to the same cases conversed.
- Messages may be forwarded to staff who don't usually handle customers directly but are asked to respond to messages. This might make sense when incoming text messages are focused on highly specialized subjects, or when texting volume is very low.
Whichever case is relevant to your organization, Q-Flow chat management would provide the appropriate tools. The particular strength of Q-Flow takes effect in mixed environments, where the system needs to handle multiple channels, sort out different types of requests, and blend everything intelligently, so agent skills are utilized, and customers are prioritized logically.
Chat As Part of The Customer Experience
Your business might see chat as one element of an omnichannel customer experience. Here are just a few examples of use cases for customer experiences that involve chat and additional channels:
- Chat can be used as a simple way to start an in-person conversation. For instance, a short chat may be used to understand the subject of the customer's concern, and this can help route the request to a live agent who is best skilled in speaking with the customer.
- A conversation with an agent can take place in person or over video, and then be followed up by texting to answer some additional questions or fill in missing information.
- Customer service may begin with a chat, but be transferred to a live conversation when the agent understands this will help the customer better.
- Chat can be used to set up an appointment or to check in to a service queue.
Q-Flow can support all of the above scenarios and much more.
Integrate Chat Into Your Omnichannel, Today!
Q-nomy can help your organization with a range of advanced video capabilities, including:
- Setup your chat or text messaging service
- Integrate any of the text platforms supported by Q-Flow out-of-the-box, such as Twilio, or a chat platform of your choice, into your omnichannel
- Manage the customer journey and supporting back-office processes, text included
Contact us to learn more!