Chat Priority

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11 Comentarios

  • Prakruti Hindia
    Zendesk Product Manager

    Hi Liat, 

    Thank you for writing in. Have you explored setting up a separate department say 'Premium' with dedicated agents for your top club members? You can set it up by following these steps - 

    1. Create a new department - 'Premium' 
    2. Assign agents to the department (Refer to Creating Agents and Departments)
    3. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
    4. Set up a trigger to set Department as Premium if the chat carries a 'Top Club Member' tag (Refer to Automatically route chats to departments)
    5. Result: Any chats with the tag ' Top Club Member' will get routed to your 'Premium' Department

    Other option is 

    1. If you are able to identify your top members, you can set a tag - 'Top Club Member' to the chat using JS APIs (Refer to JS APIs)
    2. Train your agents to pick the chats with Tag first from your visitor list. 

    We would be interested to hear from you if this option works and if we can help you further. 

    0
  • Liat Shefer

    Hi,

    Thanks a lot for the answer. In our company, all agents answer all customer types. The difference in the service level is not the agent's level of knowledge but the SLA for answering customers. 

    What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed.

    Thanks

    2
  • Lance Le Roux

    I agree with Liat, been able to prioritize the queue so that high profile customers are served first would indeed be helpful 

    Thanks 

    2
  • Leonardo

    Hi,

    I agree with Liat and Lance. Considering that the last comment was two yers ago, is there any update about this? I'm looking for exactly what Liat wrote: "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."

    Thank you!

    2
  • Deniz

    Hi,

    Is there any hope to get this feature in Zendesk? 

    Queue prioritization and the solution suggested by the porduct manager above is two different things. Contact centers usually use a dedicated team and prioritize queues and this feature is available since many years almost in all enterprise level crm softwares.

    2
  • Isac Andersson

    Hi,

    Agree with everyone else on:
    "What I need is that when 3 customers open a chat at the same time, for example, the premium customer will be the first one to be addressed."

    Is this an feature that will be developed in the future or is there no plans for this?

     

    Thanks

    4
  • Jordan Brown

    This is a feature in your talk service, why not chat?

    3
  • Sachin Kotekar

    I agree with Isac, is there any update on this feature? It has been three years since this was brought up to your attention.

    3
  • Joe Whelan

    agree with everyone above - any workarounds I've seen suggested fail to address the problem. Is there any update with this? 

    0
  • René
    Zendesk Customer Advocate

    Hello Joe, Thanks for your comment. Have you considered to use our Skill based chat routing as a workaround?

    Skills routing provides a way to identify specific skills for both visitors and agents and route chats accordingly, helping make sure your customers get the relevant and targeted support they need. For example, you might want to create a skill for Spanish-speaking visitors and agents so that chats are automatically routed appropriately.

    More info here: Routing chats based on agent skills

     

    0
  • Harriet Klymchuk

    Hi René,

    The problem with skills-routing in this scenario (at least for our user case) is handling high profile or high risk customers isn't a skill as such - all agents are capable of handling them, we just want to be able to reply to that customer segment (or queries that fall in that skill) first.

    Please correct me if I've misunderstood, but I'm not sure using skills based routing or a separate department for this isn't a workaround unless you create a separate team specifically for high profile customers - which for us as a 24/7 operation isn't sustainable.  For example:

    I have 10 agents online
    3 have the skills for High Priority and Normal Priority Customers
    7 have the skill for Normal Priority Customers only

    If all 3 agents with High and Normal are at capacity, wouldn't the wait time for High Priority customers will end up being longer? As Normal Priority has a pool of 10 agents, and High Priority only a pool of 3 (and the High Priority customers will have some wait before being reassigned to the next available agent).

    In short, I'm not clear on how Skills routing helps with prioritising based on type of customer or the skill - if there is a way to do this, it'd be great to see the configuration steps broken down to show how to prioritise Skills.

    Thanks!

    0

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