Our customer care agents find a lot of added value in the sidebar information that is available in the chat, where customer browser and platform is listed.
Due to the nature of what we sell, having our agents being able to immediately see if the customer they are chatting with are on a mac computer, windows computer, iphone or android device allowed them to immediately know which of our software the customer is working in, and therefore immediately provide the correct information. Additionally allowing them to see which browser the customer is using helps our agents immediately idenfity if issues our customers are experiencing may be due to an outdated browser.
So in short - having information about platform and browser reduces our chat handling time, and allows our agents to first time fix.
Is it possible to bring this information with us into the chats in the new agent workspace?
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