Ability for social DM's (FM/Twitter) to come through as chats
TerminéeAs an agent on chat, I should have the ability to respond to all social DM's through Chat rather than having them come through as Tickets.
This feature is included in all major chat tools, Intercom, Freshdesk, Helpscout, Salesforce. It creates a bad experience for a customer if their DM is responded to an hour later (ticket/email goal).
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Hi Meg,
I think Zendesk Support will point you to look at using the Zendesk Social Messaging Add-on. Which brings these types of conversations through into Zendesk into a more chat like interface - although not directly through Zendesk Chat itself. You're welcome to check out more info about it here:
Zendesk Social Messaging add-on
Hope this helps. :)
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Thanks for suggesting it, Amie B !
Meg Palazzolo, we rolled out an improved social messaging experience which provide real-time, conversational experience for agents handling social messaging conversations. It is supported on Agent Workspace, an omnichannel agent experience. Agents will be able to respond to chats, email, calls and messaging conversations from a single interface.
More information can be found in the articles linked from the announcement post.
Cheers,
Prakruti
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