For companies to comply with their Omnichannel strategyAt , we believe that it is essential to have powerful and flexible technological support that offers different possibilities. Especially when it comes to customer service itself, it must be both automated and human. Complex queries often have to be referred to specialized agents in order for the customer to successfully complete their request.
With this in mind is that when creating Wittybots, our RPA and conversation management software, we decided to incorporate a module specially designed for agents. This allows you to transfer to human attention instantly, providing your agents with a comfortable interface to manage the company's various customer service channels in a unified manner.
Why "flexibility"?
First, let's be clear about this concept that we like so much. One of the definitions that we can find is: "Flexibility is the ability to easily adapt to different circumstances or to accommodate standards to different situations or needs."
When we talk with our team about internal values, which are reflected in what we transmit in everything we do, we always come to the conclusion that we defend this concept because it is a value for us.
Is it because we are millennials? It could be that a generation that has broken many paradigms, especially in terms of work flexibility.
This year 2020 has shown us more than ever that we all need to be flexible, adapting to changes is crucial.
So how is this flexibility reflected in our agent solution?
Conversation flexibility: 4 simultaneous conversations with different channels
Your company has several channels to make it easy for your customers to contact you wherever they want, but the agents are the same. Our panel of 4 simultaneous conversations allows you to view conversations from different channels at the same time and switch between them with total freedom.
Tenant flexibility: Remote care
The possibility of offering mobility to your agents is key. Your agents can serve from the office or from their homes, since they access the platform in the cloud.
Device Flexibility: Agent-only APP
Just as agents can be anywhere, they do not always have to be able to access the desktop version of the PC, so we created an APP to be able to use it from the mobile phone, maintaining the unification of information in the company systems and not from the agents' personal social network applications.
Role flexibility: Different session profiles
Employees who access the system must be able to identify themselves with their roles, as the organization is hierarchical. That is why we made it possible to log in with different profiles, supervisor or agent.
Flexibility to categorize contacts: customization of trays
Companies have diverse needs. In terms of internal organization, some may want to divide customer service according to customer service departments (sales, logistics, among others) or it could be by type of customer (whether they are premium or not), by language (each agent answers in the language that belongs to them) in short, the needs are endless… Wittybots allows you to customize customer service trays as desired and when a customer wants to talk to an agent, you can direct them to the customer service tray that applies to the case.
Flexibility of media
Conversations are communication in action, and may require going beyond written text. This is why we allow agents to receive and send different message formats, text, voice, images, videos and different types of files.
Mode passage flexibility
Once a conversation has been resolved, the agent can decide to automatically redirect the interaction. And if the customer wants to get back in touch, they can request it at any time.
Flexibility of information
If another agent takes over a conversation that has a previous history, it is essential that the company proves that it knows about it. To do this, we made it possible to access the notes previously generated by your colleague.
Flexibility of contact
For WhatsApp, this feature allows agents to send outgoing messages outside the 24-hour contact window allowed by the channel. This is very useful since there are cases that require more time to resolve.
Can you think of any ideas specifically suited to your business needs?
We can advise you and find the best option for your operation.
We love continuing to grow our product with you!
