Social media has transformed customer service expectation and given consumers a very public forum to air grievances. This has turned up the heat on companies, many of whom do not see their Twitter feed specifically as a customer service channel, but who are now having to engage with and respond to customers on this platform.
Provide your customers richer experiences on their media of choice By its public nature, social media has forced companies to up their CX game, both in providing better products and services and responding to complaints. B2C companies across all sectors are finding that when customers want to complain, they prefer to do it on a
Everybody likes feedback, right? That’s why we have introduced optional ratings for post-chat visitor scoring. Compare Agents or Media Streams across your contact center We have now released a 5-star rating option for Web Chat media streams. This option can be enable for specific streams and allows the visitor to choose from 1 to 5
Web Chat Transfer – Conversations can now be transferred to other Agents in the same media stream, provided the receiving Agent is not on DND. Activity Log – The Call Logs tab in the contact center version of Unity Agent has now been changed to Activity Log and will show the last 30 web chat
Customer service experience has now been enhanced with last agent routing for web chat. This is configurable in the Profile of each chat media stream and, when enabled, will route an incoming chat to the last Agent that took a chat from the visitor. Naturally this reduces the anonymity that can become a problem with