2nd Level Support
Intelligent routing of a chat dialogue
Transfer of the dialogue to a specialist adviser from the 1st level to the 2nd level support while maintaining the dialogue history
Can the concern not be clarified in dialogue, e.g. If the 2nd level support is not available, the dialog for downstream processing can be forwarded to the e-mail support
If necessary or helpful, a chat dialogue can be transferred to the telephone channel without complex integration in telecommunication systems
Customers do not just use a single channel to communicate with brands!
Sometimes a request or a problem can not be completely dealt with immediately.
In order to continue the customer dialogue at these critical points and to pass on the necessary information to the next point in the communication, there are various possibilities to transfer the chat dialogue with the Realperson® Chat Suite to the 2nd level support.
The agent can forward the request together with the previous history to a specialist in a specific topic who is currently online.
If the request requires subsequent rework or further communication, the agent may forward the history to e-mail support for further processing.
If necessary, there is the option of seamless transfer or transfer of a chat dialogue to a telephone agent – without extensive intervention in the telecommunication landscape!
Final processing of all inquiries
Conversion of the dialogue into a more performant channel for that particular purpose
Efficient use of resources in the contact center