For E-commerce shoppers who own multiple channels for customer inquiry, a key question is: How to help your customers find the RIGHT team or agent who can solve their problems efficiently and precisely? We’d like to introduce a concept called “routing”, meaning direct your customers to the right path and meet the right person.
How to Achieve Precise Routing
Routing is extremely important in a customer service case, therefore Sobot Service Suite team ranks it as a very high priority. We have developed an intelligent routing system, for both online chat and voice channels’ incoming customers.
Online Chat: OneID + Pre-inquiry Forms
Online chat routing sample
For online chat channels like websites/Apps/social media platforms, when customers come in, we will use the corresponding “OneID” to identify their past engagements and potential needs.
For example, if a customer has been to your online shop before and purchased, this person’s information will be stored, and Sobot will generate a unique ID accordingly. Next time when this customer re-visits and clicks the chatbox, engaging with your agent, all the information can be displayed with this “OneID”.
Based on this OneID, Sobot can precisely route customers to the expected team or agent according to their past interactions. For newcomers who don’t have that, don’t worry, from the FAQ / pre-inquiry forms, Sobot can also drive you to the destination.
Voice: Intelligent Routing & IVR
Voice channel IVR sample
For customers from voice channels, we have set up a smart IVR system for routing.
If you’re not familiar with IVR, chances are you’ve encountered this scenario: when calling a service number, a pre-recorded voice prompts you to select your purpose by pressing different keys. Once you choose the right option, you’re connected to the appropriate agent. This technology is known as IVR, Interactive Voice Response – an automated phone system that allows callers to access information through pre-recorded messages without the need to speak to an agent directly.
Based on the full suite of intelligent routing, with OneID / pre-inquiry forms / IVR deployed on both online chat and voice channels, Sobot Service Suite is able to provide intelligent routing for any incoming customers.
Benefits of Intelligent routing
This would increase the overall efficiency of customer service by shortening the time for customers to find the right agent. Inquiries are more likely to be solved during the first or second connection.
Additionally, when agents receive the inquiries, they can immediately capture the buyer’s intent and relevant information.
What Else You Can Expect from Sobot Service Suite
Thanks for reading!
In the previous session, we talk about the necessities of uniting all channels. Today, we share more about intelligent routing. Let me share more previews in the upcoming sessions: personalized service, and information alignment, accompanied by industry-leading case studies.
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