Featurecast Story 5 - Chat transfer
IM'ing (Instant Messaging) Feature Story Series
Featurecast Story 5 - Chat transfer
Chat transfers made simple
The IM module in Zoho Desk provides agents with tools to help one another when chatting with customers. If an agent needs help from a more experienced member of the team, they can transfer the chat without needing to put customers on hold.
Transfer chat: Redirect the conversation to another agent with relevant expertise or to the appropriate department.
How do you transfer an ongoing chat to another agent?
It's easy to transfer an ongoing chat to another agent. You can tap the drop-down arrow next to your name on the chat window and select the agent you want to receive the transfer. It's that simple.
How does the transfer work?
The new transfer action can also be triggered at any point during the conversation. For example, it can also be set up as a fallback interaction when a bot doesn't recognize the customer's question or request. Similarly, once the agents have answered the crucial questions, the agent can also transfer them to a feedback bot to collect some customer feedback information.
To ensure you have control over when your agents take over ongoing chats, transfers are no longer initiated automatically through the chat integration.
Benefits of chat transfer
Transferring each chat to the agent best equipped to help the customer helps you respond quickly to requests and keep your users informed about your products or services. Ultimately, it also enables you to build better relationships with your customers. Zoho Desk's instant messaging features can also help you improve internal communication with your team and business partners.
I hope you found this article helpful and try the chat transfer feature to boost your team's productivity.
There's more to come. Please watch this space for more Instant Messaging feature stories.
Until next time,
Kavya Rao
The Zoho Desk team
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