Consider a scenario in a chat industry, where an agent is in the chat with a customer. During the conversation, a customer puts a question upfront that the agent is not aware of. How would an agent tackle such a question without any immediate assistance?

Situations like above and likewise occur in many chat industries and the associated personnel cannot avoidsuch cases. Obviously, no agent or even the associated industry wants to be in such a situation. After all,  the brand value matters a lot.

An Acute Solution-

The advent of chat businesses has come across various issues including agent’s assistance at the required time. To overcome the situation, Enterice has come up with the solution of Internal Operator Chat that allows an operator to chat internally with other operators or Supervisor provided the operators and supervisors are from the same skill or department.

The Working Methodology-

A chat operator (an agent) console has a functionality Chat with Operator embedded under the Profile menu. This particular button can be used by an agent in case they need to chat internally with other agents or supervisors in the same department.

When an agent clicks on the button, a new tab will be opened in the browser displaying the online agents and supervisor which are available to help.

Further, the system will enable a text message box when an agent selects another agent from the list to chat internally.

After a message request is sent by the operator to the intended agent or supervisor, the relative operator/supervisor on the other end will receive a notification on their console.

When the message receiving operator or supervisor will click on the notification, a new tab will be opened, displaying the blinking skill as a signal of the chat request.

An operator/supervisor can click on the blinking skill to view the internal chat requests from the operator.

Click here to view the description of the same methodology.

The Effective Outcomes- 

This feature helps to streamline the entire chat process between an agent and client, providing the much-needed assistance to the agent instantly with a single button click.

The Bottom Line- 

There is no doubt that several resolutions could have been determined, but Internal Operator Chat function developed by Enterice is an exceptional and impeccable solution for all industries.