エージェントデスクトップにおける対話は、お客様とのアクティブなセッションに関連しています。対話には、1対1の個別電話などの簡単なものはもちろん、同時に行われるメディアインタラクションといった複雑なものも含まれています。 例えば、一つの対話はお客様とのチャットから始まっても同じセッション内で電話をかけることも可能です。そしてお客様は電話を切ってから、チャットやSMSで対話を続けることができます。対話は、アクティブな対話リストで行われます。対話関連情報は、選択された対話資料で表示されます。対話が終了すると、全ての情報はコンタクト で保存されます。
Omnichannel Capabilities Aid Conversations
When several media interactions happen in a conversation, this is made possible with Agent Desktop’s unique omnichannel abilities. Omnichannel, also known as multichannel, is the result of combining every media channel and every media type together in one place.
Channels are the types of media used by customers to contact your business. Agent Desktop recognizes the following channels:
By incorporating so many channels, Agent Desktop enhances your ability to fulfill your customer’s needs. Each conversation can be catered to your customer’s channel preference, allowing you to provide the best experience possible.
All Conversations Saved
When a customer contacts your help center, Agent Desktop recognizes and stores their contact information. From then on, no matter how many different channels they use or times they contact you, all conversations are stored under their contact information. This can be found under Activities in the Contacts section. These saved conversations also make it possible to follow up with your customer at a later time. For more information, please reference Using Contacts to Aid Conversations.
More Examples of Conversations
The following examples illustrate more ways Agent Desktop allows you to have easy, fluid customer conversations:
You receive a call from a customer wanting to change their flight booking. While still on the call, you are able to email them their updated booking information.
You receive a chat message from a customer, but the customer must now drive to work. You provide them with a phone number and they continue the conversation with you directly on their headset while driving. Once the conversation is completed, you send them a summary over SMS.
While on a call with a customer, they indicate they can no longer talk but will be able to communicate via SMS. You switch to SMS communication and finish helping the customer quickly and easily.