Multiple Team Involvement
Overview
By including different departments within the Live Agent Engine, you can improve the efficiency of your platform and organization. You can have any number of teams within your platform, and agents can be assigned to multiple teams when needed.
Discover below the types of teams other companies have created and how they route users to the correct team quickly.
Examples of Team Types
Membership Sales & Service
By routing inquiries based on specific membership-related intents, you can provide personalized support to potential and existing members, ensuring a seamless experience throughout their journey.
Group Sales & Service
The Live Agent Engine allows you to prioritize and route inquiries related to group bookings, special events, or corporate inquiries to the team best equipped to handle them.
Premium Sales & Service
For customers seeking premium services or experiences, the Live Agent Engine enables you to route their inquiries directly to your premium sales and service teams. It ensures that high-value customers receive the specialized attention they deserve.
Guest Services & Support
The Live Agent Engine empowers your venue and guest support teams to handle various inquiries. Whether there are questions about event details, venue directions, or on-site assistance, you can ensure the inquiries reach the appropriate team, leading to prompt and accurate responses that enhance the guest experience.
Food & Beverage
Efficiently manage inquiries related to food and beverage services or hospitality offerings by routing them to your dedicated teams. The Live Agent Engine allows you to prioritize and distribute questions among your teams based on specific needs.
Reservations
Ensure that users who are looking to make reservations or accommodations at your property are routed to the approriate team in a timely manner.
Language-Specific
If language-specific support is crucial to your business, the Live Agent Engine can route inquiries to the appropriate language-specific teams. Whether you offer multilingual customer support or cater to specific language preferences, the Live Agent Engine ensures that questions are directed to the team fluent in the customer's preferred language.
Routing to the Correct Team
Why We Love It
By routing inquiries based on specific topic intents, you can provide personalized support to users and ensure a seamless experience throughout their journey.
In the above example, a user triggered a membership-related response, which displays a "Chat with a Live Agent" button. This button's placement in this response encourages both potential and current members to initiate a direct chat with a membership sales agent.
Why We Love It
Give your users the power to decide which team they'd like to speak to! By providing users with multiple team options to pick from, you can ensure they are routed to the correct team on the first try.
In the above example, a user asks for a live agent. Before escalating to an agent, the chat asks the user which team they'd like to speak to: Group Sales or Customer Service. Once a team is selected, depending on the team's agent availability, the system will route the user to the next available agent or provide them with an out-of-office/busy message.
Why We Love It
Allow users to launch the chat and quickly initiate a conversation with a team-specific agent via onsite QR codes, email campaigns, specific web pages, and more!
In the above example, a user viewing a team's ticketing page is prompted to speak directly to a live agent. Since this snippet is living on a ticketing page, this team can infer that the fan most likely would like to speak to someone regarding tickets and is automatically routed to the corresponding team.
Why We Love It
Offering multilingual customer support or sales teams can be critical in certain markets. Give your users the option to speak to an agent in their preferred language when possible through intent routing or offering your chat experience in a secondary language.
In the above example, a user requests a live agent within this organization's Spanish chat experience. Before escalating to an agent, the chat asks the user what type of question they have to route to the correct team: a question about buying tickets, an existing order, or another topic.
Add/Remove a Team
At this time, we require account administrators to create a request ticket to add or remove an agent team. To submit a ticket, click the link below:
FAQs
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