2nd Level Support
Intelligent chat forwarding
Chat transfer to a specialist adviser, e.g. from 1st level to 2nd level support, while retaining the chat history.
If theissue can’t be resolved via chat, e.g. because 2nd level support is unavailable, the chat can be forwarded to email support for downstream handling.
Where necessary or useful, a chat can also be transferred to the telephone channel without the need for complex integration with telecommunication systems.
Customer’s don’t use just one single channel to communicate with brands!
Sometimes it isn’t possible to conclusively deal with a request or solve a problem at once.
To keep the customer dialogue going at these critical junctures and pass on the necessary information to the next communication point, there are various options for forwarding a Realperson® Chat Suite conversation to 2nd level support.
The agent can transfer the request and conversation history so far to a more suitable colleague who is currently online.
If the request requires subsequent follow-up or additional communication, the agent can forward the history to email support for further handling.
If necessary, there is the option to seamlessly transfer or hand over a chat to a telephone agent – without complex changes to the telecommunication environment!
Conclusive handling of all requests
Chat transfer to a more effective channel
Efficient use of contact centre resources