Hitting the customer satisfaction bullseye with SalesIQ Chat Routing

In an everyday business scenario, we get hundreds of chats from visitors. But, most of the conversations go missed or irrelevant due to inefficient workflows. Enabling chat routing allows you to precisely route visitors to specific operators based on various criteria and specifications, making it easier for them to identify prospects from the rest.

Chat routing option helps you prioritize visitors' chats and route them based on their behavior or activity on the website that helps you to increase the chat's precision and success rate.

Connect to Last attended operator for better connectivity and continuity:

Continuity and flow are the keys to all successful support. Routing customers to the operator who attended their last support request might know the configuration and history of the customer's requests, and that will result in faster and better support.

For example, suppose you run an online wholesale store. In that case, the operator who assisted the customer before will be more familiar with the purchase details or complaints from the previous purchase. This gives more insight to the operators about the visitor and also help them to handle their issues and queries at ease. This also help you to create personalized chat experience for the visitors on the site.

Route visitors to respective departments on the landing site:

You can directly route the visitors based on the website or page they initiate the chat from and route them to the specific department.

For example, if a visitor on the website initiates a chat from the Pricing page, you can redirect them to the Accounts/pricing issues department and help them find better plans for their requirements.

Route visitors to a default operator:

Suppose you wish to route all your users to a default operator, who can then analyze the issue or the visitors' requirements and route them to the specific operator based on the issues or needs. This can delay and quickly address the customer's problem.

Assume that you own a real-estate business, you have different operators taking care of each state business in your organization. You can then route the visitors based on the state they are from, i.e., when a visitor lands on the website from Orlando, Florida, you can route them to the Operator responsible for assisting the visitor from that state.

Route the contacts and leads to their respective CRM owners:

Route the leads and contacts to their respective CRM owners for a better personal chat experience, and this will increase the customer's trust in your organization and lead to more deals. The operators will be more aware of leads and know what they want and learn how to handle the leads or contacts.

For example, If a prospect with open potential is visiting your website and initiates a chat, you can route the conversation to the lead/contact's CRM owner. Doing so will help you to close the deal much faster.

To enable chat routing rules on your portal, check our help guides here.

Regards,

Naveen

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