A practical guide on how to efficiently distribute conversations in intelligent customer service systems

In today's fast-paced business market, being able to quickly seize business opportunities has become the key to success for companies, so many companies want a tool that can quickly respond to customer needs to help them achieve more efficient conversions. If there is a system that can intelligently identify and automatically assign customers to appropriate customer service to ensure that every customer can enjoy the most professional service, this will definitely greatly improve customer satisfaction. Furthermore, this timely interaction will indirectly contribute to the final performance conversion.

For customer service personnel, automatic allocation is more orderly, making it easier for them to follow up on conversations. It also reduces the risk of missing customer inquiries and effectively reduces customer churn.

4 ways to assign customer service staff

Rotational Assignment Sessions

The rotation-based session allocation mechanism randomly assigns customers to members of the customer service team. This method can ensure that customer opportunities and workloads are evenly distributed to each customer service representative. It can also effectively improve response efficiency and ensure that each customer's inquiry can be handled quickly.

Session allocation based on team capabilities

This form will be targeted according to the content of the conversation, customer needs and the professional capabilities of the customer service , which can ensure that customers enjoy the most professional service and get the most efficient customer service experience. This method can maximize the strengths of each member of the team.

Autonomous customer selection by salespeople

This form allows customer service staff to select customers themselves , and they can choose the session they are most confident in handling based on the customer's problem. The advantage of this method is that it can give customer service staff a certain degree of initiative, which is conducive to mobilizing the enthusiasm of customer service staff. The disadvantage is that it requires strengthened supervision and management to ensure that customer needs are responded to quickly and the workload is distributed fairly.

Allocate according to member's busyness

The system adjusts based on each agent's current workload, the number of sessions being handled, and the pre-determined priority. When a new customer inquiry arrives, it is assigned to an agent who is relatively idle or has priority to handle that type of inquiry. This approach not only ensures that customer inquiries can be responded to quickly, but also balances the overall workload of the customer service team.

How to set up a rotation session mechanism in SaleSmartly?

1. Click [Automate Process] and select the applicable channel (you can choose chat plug-in, WhatsApp, Messenger, Facebook post comments, Instagram, Instagram posts, Telegram, Line, Email, Slack, and WeChat for Business ). You can also create a process that is universal for all channels.

2. Select [New Session] or [Visitor Sends Message] as the trigger condition. The process will be activated when a new session is received or a customer triggers the keyword.

3. Set a welcome message to guide customers to speak out their questions.

4. Set a delayed trigger to allow customer service to have a certain amount of time to handle this conversation.

5. Select the agents to be assigned and the applicable sessions. You can also set whether to include offline/busy agents in the assignment.

Offline/busy customer service representatives do not participate in session allocation by default . The status of the customer service representative can be adjusted in the upper right corner.

How to set up session allocation based on team capabilities in SaleSmartly?

The core of conversation allocation of team capabilities lies in accurately grasping the professional field of customer service and making effective allocations based on this. The specific operation is to use chatbots to automatically identify customer needs to ensure that the most appropriate customer service is found, which may include product categories, technical support or language preferences.

Take the customer service team of an airline as an example. If they want to allocate after-sales service inquiries, they can first classify them according to the language sent by the customer service, then ask the customer "What service do you need?" and give options such as "Refund", "Change", "Order Inquiry", etc. Then, according to the customer's choice, the inquiry will be transferred to the relevant team member.

2. Select [New Session] or [Visitor Sends Message] as the trigger condition. The process will be activated when a new session is received or a customer triggers the keyword.

3. Set filtering conditions, such as customer language, category of consultation questions, etc.

4. Configure relevant customer service personnel according to different conditions .

How to set up salesperson's independent customer selection in SaleSmartly?

Find the [Unassigned] session in [ Online Chat] , click [Join Session] and reply.

After replying, the conversation will automatically jump to the chat page of the corresponding customer service and will no longer appear in [Unassigned]. You can find the customer service representative in [Conversation Information] later.

How to set up distribution based on member busyness in SaleSmartly?

In [Settings] - [Chat Settings] , you can directly allocate based on the number of sessions, the order of customer service members, and the proportion of member reception.

Member reception ratio: The weight is used to distribute according to the member's daily reception limit value. Please go to [Team Management] to set it. For example, if members A and B both have reception rights for a certain social media account, if member A's reception limit is set to 100 and member B's is 200, then the probability of new conversations of the social media account being allocated to A is 1/3 and B is 2/3. Other members without reception rights will not be allocated.

For old visitors, they can be assigned to the customer service member who has previously received them .