Merge Messenger/Chat Dashboards

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  • Ramin Shokrizadeh
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    Hi there Leigh,

    Thanks for sharing your feedback around merging the two agent experiences into one dashboard. Can you let us know how your agents are handling both channels at the moment? Are all agents expected to handle chats and messages at the same time? Are they shift based? Are they the same teams working on the different channels?

    If they are using the Support product also, do they have that tab open as well?

    Thanks,

    Ramin

     

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  • Megan Christensen
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    I can comment regarding my company.  Yes, my team members are working both chat and Message at the same time.  With the addition of message they now have 3 tabs open.  

     

    To our company Chat and Message are treated essentially the same just come from different origins.  

     

    It would be great if those assigned to a Message were notified via ZD ticket.  Sometimes we have level 1 team members that need to help answer a chat but the team currently has no way to escalate an issue as our level 1 team members don't work in Chat or Message.   

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  • Leigh Bible
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    Some additional detail; my team is not currently using Message, but was vetting it for possible use. Ideal workflow for my team would be to have my chat agents also address incoming messages. Ideally, they should behave the same as incoming chats, with a tag or flag indicating the "chat" is via Message instead of the chat window (to accommodate replies per UX). our chat channel is very busy, while currently message is not. Having the two separate will only degrade the experience while the agents are forced to juggle multiple conversations in two windows (three if you count open tickets they maybe addressing in Zendesk).

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  • Ramin Shokrizadeh
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    @Megan Thanks for the additional information, helps us understand how you and your agents work. When you mention notification of assignment in Message, is it to get agents to switch from the Chat dashboard to the Message dashboard or do you specifically want the Message conversation to be in a ticket once it has been marked as solved. 

    We are looking at making the notifications to move the agent between the Chat and Message dashboard better but we have no plans this year to make Message conversations create a ticket in Support.

    @Leigh are you planning to use Message for different type of requests (Ex. sales over support oriented)? Are your agents staffed in a manner that they monitor all channels at the same time or do they rotate from one channel to another? We have noticed more teams make their agents focus on one channel at a time, appears to deliver higher CSAT scores (especially for real time channels like Chat and Talk)

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  • Megan Christensen
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    @Ramin Thank you.  Hopefully this case info will be helpful in building.  Definitely no complaints from us, just looking to provide feedback to help with future feature brainstorming.  

    Yes, it is unlikely that most businesses would need their full team in Message.  

    We don't have all our team members in Chat either because not everyone in our company services customer chats.  We tried to use Chat for our internal chat but we weren't able to create groups and converse in departments, or on specific projects.  Additionally, many team members would forget to log in to Chat, had issues with the desk top notifications, etc.  We needed them to have a desk top app that auto set their availability.  

    Our customer service reps are handling our messaging and chats and from time to time they are going to need to escalate a chat or message to a manager or someone that doesn't typically handle customer chats or messages.  How would they escalate it?  For example, today someone messaged our team asking how to apply for a position within our company.  The rep had to type out a ticket for our HR department, assigned it and manually enter the user contact info.  

    Agree 100% that it is better to keep team members focused on one dashboard to deliver higher CSAT scores.  We have tracked this and dividing team member focus decreases CSAT scores.  

    Thank you for all that you do!  

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  • Vadim
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    Any updates on merging Messenger and Chat Dashboards?

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  • Ramin Shokrizadeh
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    Hi Vadim,

    No news to share, the Chat and Message dashboards will be separate for at least the next 6 months. If you have specific feedback on why it would help you have the messages in one place, it will help inform future changes to how the two dashboards and message types work together.

    -Ramin

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  • Christy
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    Hi there,

    I's also like to voice my support for merging the Chat and Message dashboards. We use Facebook, Twitter and live chat from our website to answer pre-sales questions from potential clients. To us all communication channels are the same, they just originate from different platforms. Having a single dashboard to track and answer all incoming live conversations would be a huge benefit to our workflow. Right now, needing to monitor and efficiently interact with multiple dashboards is clunky and bad for quick communication.

    Thank you!

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  • Elaine Victory
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    Has there been any update on this? We are looking at implementing Live Chat and integrating Facebook Messenger with this, and I'm a bit confused by the articles I've been reading. Am I right in thinking these are 2 separate platforms and Message items don't create Support tickets?

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  • Ramin Shokrizadeh
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    Hi Elaine,

    Message and Chat are two systems currently and Message conversations do not create tickets in the Support product.

    -Ramin

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