eQueue Chat
eQueue Chat enables assistance with online customers using real-time chat tools, giving your contact center another edge in customer service and satisfaction. eQueue Chat integrates seamlessly with the eQueue solution, offering multi-channel contact management from a single queue. Within eQueue Chat, all incoming chat requests are sorted according to chat topic, and then routed to the agent with the most appropriate skill set. Once the agent has received the message, they have the option to choose suggested text from the built-in knowledge base. Customers can receive the most precise answers available in the form of text, video, URLs and other attachments. All transactions are then archived for future report analysis and tracking. .
Key Features:
Skills Based Routing
eQueue Chat sorts all incoming chat requests according to topic, and then instantly routes them to the agent with the best skills and media proficiency for response.
Knowledge Base
eQueue Chat provides search engine capabilities allowing agents to quickly and accurately respond to FAQs. The knowledge base presents agents with the most likely information that a customer will want, including text, links to recommended sites, video/audio clips, visual presentations, and more.
Collaboration
Agents can "push" web pages, music/video clips, and more to visitors that require more information than straight text can provide.
Spell Check
This feature allows agents to quickly and reliably check spelling before submitting an e-mail response. The spell checker offers several suggestions for misspelled words so agents can quickly select the correct spelling.
Chat Session Archives
All eQueue Chat sessions are archived and can be easily accessed and searched for future analysis. This enables agents to review previous correspondence and respond quickly and accurately to repeat customer issues by providing them with relevant information at their fingertips.
eQueue Chat Key Benefits:
- Increase customer satisfaction by providing live support without having to make a phone call
- Reduce operating expense by managing chats and voice interactions using a single, integrated platform
- Ensure consistent service delivery across all customer communication media
- Maximize agent utilization by routing them chats when voice traffic volumes allow
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