2nd Level Support

Intelligent routing of a chat dialogue

Chat2Chat

Transfer of the dialogue to a specialist adviser from the 1st level to the 2nd level support while maintaining the dialogue history

Chat2Mail

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

Chat2Phone

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.

Chat2Chat

The agent can forward the request together with the previous history to a specialist in a specific topic who is currently online.

Chat2Mail

If the request requires subsequent rework or further communication, the agent may forward the history to e-mail support for further processing.

Chat2Phone

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!


Benefits