Intelligent Chat Routing for Delightful Support
- Distribute chats for even workload management
- Use simple rules to assign incoming chats
- Assign chats to groups manually or automatically
- Transfer chats to experts on a particular topic
Chat routing feature helps you to prioritize and route incoming chats to the right operators based on rules and conditions that are easy to set up. Chats can be automatically routed to operators currently handling the least amount of chats or they can go to a queue from which operators can pick them up. This ensures that the chat workload is evenly distributed among operators so they can operate with maximum efficiency. Free up support managers from having to keep a manual tab on the number of chats being handled by an operator. With chat routing you can avoid operator burnout from handling excessive chats and provide a delightful support experience to your visitors.
Automatically assign incoming chats to operators in a group (like sales, support or billing) based on their job functions. Free up your team members’ bandwidth by not having them conduct frequent checks to pick up pending conversations from a queue. Chats are distributed from a specific group only to operators within that group. If you have enabled manual chat selection, then only the operators from a specific group will receive a new chat notification for that group. When needed, ProProfs Chat still allows you to transfer chats from one group or department to another.
Customers need instant responses and while live chat addresses that need, automatic chat routing takes it a step further. Your website visitors are assigned to the least busy chat operator the moment they fill up the pre chat form. Intelligent routing algorithm uses visitor keywords to determine the best operator or expert to connect with the right customers. With ProProfs Live Chat Software, you can also allow your website customers to chat with their dedicated account managers, if they have been assigned one, the moment they log into your website. ProProfs Chat remembers the last visitor login so they do not have to send the same information next time and can instantly connect with an operator.
ProProfs Chat allows you to set up advance conditions and custom rules based on visitor attributes like location, time of the day, message text, and accordingly route them to the most appropriate operators or groups. Cutting edge features let you auto-assign incoming chats to the right groups and operators based on visitor’s history or keywords, and even allow assignment rules to take precedence over the default channel-group mapping. Use these advanced features to create the best support experience possible for your users.
Anything that helps us communicate better with our customers improves our revenue. The bonus feature is that for the international customers for whom English isn’t their first language, ProProfs' automatic translation is an excellent option.
Vice President, Purchasing & Sales, HorseSaddleShop
One of our favorite features about ProProfs Chat is the ability to access chat history via the user dashboard. This comes in handy when we have clients who return to chat a few days after the original conversation and are unsure of the cruise they were initially inquiring about.
Our guests enjoy chatting with us using ProProfs. They often ask about - availability of rooms, amenities provided and breakfast options offered. We also provide a lot of information regarding room decor and special packages. We also provide a lot of information regarding room decor and special packages.
Owner, Lazy Cloud