Tip #1: Build Strong customer relationships by connecting them to the same operator every time!
Would you rather do business with someone you know and trust or with someone new and unfamiliar? People build trust over time, after numerous interactions with the same person.
Customer interactions over chat are no different. Connecting your customer to an operator they are familiar with, every single time they initiate a chat allows your customer to relax, knowing they have connected with someone who knows them.
This can enable the visitors to instantly continue chats where they left off and start getting new issues resolved without explaining everything from scratch. Routing visitors to a known operator leads to better customer experience, faster resolutions and less conflict.
- To route incoming chats to the last attended operators, navigate to Settings > Chat routing.
- Add a routing rule and in the Operator selection step, under Dynamic Selection, choose the Last chat attendee option.
- Click next and launch the rule.
This will route all the incoming chats of the visitors to the operators who attended their last chat.
Note: If a new visitor matches the criteria and initiates chat, and if the only option chosen for the operator selection condition is "Last chat attendee " then the chat will go missed.
To know how to set up chat routing in detail, check out our help guide here.
Regards,
Naveen
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