A customer initiated a chat conversation with an agent to follow-up on the issue that he had raised during his earlier call with another agent. The current agent however was unaware of the issue that the customer was referring to. Consequently, the customer desired to escalate the call and the agent had no option but to fulfill the customer’s call escalation request.

This could be a real incident with everyday operational BPO niches. However, as the famous quote, a “customer is king” states, an industry cannot afford to lose its customers. Thus, to keep the trust level of their customers sustained, a solution named “Asynchronous Chat” has been developed within ICE Chat to deal with unwanted situations like the one described above.

What Does an Asynchronous Chat Do?

A feature developed to streamline the chat process, Asynchronous Chat displays previous conversational messages to a connected customer and agent during chat in their respective chat interfaces. The feature gets activated just when the customer establishes a chat connection with an agent. This is when an agent and customer can view the previous messages at the same time.

How Does an Asynchronous Chat Work?

An asynchronous chat ensures to keep the issue details available both for agents as well as the customers. When the chat gets connected, the agent and customer will be able to view and refer to the previous chats made by the customer. This becomes easier for an agent to view, understand, and resolve the issues of the customer in case the issue was not resolved during earlier chats.

Is It Advantageous?

Yes! After all, what is better than to have a functionality that provides ease of access to agents for resolving customer issues. As well as the customers have the reliability to follow up on their ongoing or past concerns by referring to the previous conversation on the same chat interface. To utilize this beneficial feature, visitors just need to initiate the chat from the same browser without clearing the cache or cookies.

Closing Thoughts:

In today’s business process organizations, where accomplishing customers’ requirements is always a primary step, the features like Asynchronous Chat prove to be an inescapable solution to conveniently attend and solve customers’ issues.