Background: Our company has several products / services (over 10) that we sell our clients. It is impossible for one team member to know all about every product / service and it is not scale-able. To be more scale-able we have 4 different teams. A member from Team 1 does not know the product supported by Team 2 and so on. If a client chats in about a product they need to go to the right team, otherwise they just sit there waiting too long and it hurts our customer satisfaction. We want to get the client to the right team as fast as possible. To add another layer of difficulty, each team has different hours that they offer support - Team 1 may offer 7 am to 7 pm while Team 2 may offer from 8 am to 6 pm, etc.
What we are trying to do: Utilize Departments and their Hours for setting our teams and then route the chat to the appropriate department. Our clients don't always know which product / service they have so it is important for this to be automatically chosen for them based on the interface they are using and seemlessly chat with the applicable department only if they are online, if not online then it has the offline form (even if other departments are online - this is important because of the above - Team 1 does not know Team 2's product so it would be like sending sale questions to human resources).
What we currently have setup: We have a department setup for each product and respective hours. We utilize the web widget with integrated chat interface and direct it to the right department. With triggers if a user is waiting too long or if the department is offline, it sends a message apologizing that no one is available because the chat still comes through (they are not sent to the offline form).
The issue: Whenever a department is offline, the user just sits unserved and does not appear in anyone else's view to every try to help (even though they most likely won't be able to). This give the client the illusion that they will be helped even though it is after hours for that department. It is severely hurting our client satisfaction. If our last agent stops work on Team 2 at 5 pm, but our latest team operates until 7 pm - if a client chats in at 5:01 they are waiting over 2 hours for a reply that is never going to come.
Feedback: It would be great if chat just operated like the views in Support (even the same interface) and when a department is offline it set the offline form, regardless of the status of other departments - you will want to leave a message with the specific department that you are trying to reach.
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