The demands on customer support agents are increasing as new engagement channels and higher customer expectations add complexity to their workflows.
That’s why we are always striving to make Bold360 a more intuitive and informative solution. In our latest product release, we’re making it easier for agents to collaborate with other agents and supervisors. Here are the highlights:
With this release, agents who are chatting with a customer can start a Discussion with another agent or supervisor to ask for assistance or clarification. This behind-the-scenes conversation also enables a warm hand-off to another agent or supervisor.
When in a Discussion, an agent or supervisor can Join a Chat with an existing agent and customer. With two support people working together to answer the customer’s question, resolution comes even faster. Plus, the customer can see that the original agent and the new agent are both are present in the conversation, so they don’t have to worry about starting all over and repeating their problem to the new agent.
Together, Discussions and Join Chat enable:
Bold360s’s mobile SDK helps companies create stellar self-service and agent-based experiences inside their own native mobile application. With our recent release, you can now deploy this optimal mobile experience for both chatbot and live chat conversations through a singular unified SDK. Customers enjoy seamless transitions from bots to agents, and businesses stay on top of the conversation no matter where it takes place.
In a harmonious environment, any frustration felt by a customer should immediately be met with human empathy and concern. That’s why we’re enabling Supervisors to reassign chats from a bot to an agent in unique circumstances where manual intervention is needed.
Agents equipped with Bold360’s Smart Advisor now have access to their own knowledge base, separate from the customer-facing knowledge accessed by the bot. With this feature, companies can curate information for their agents’ eyes only.
Pulling all the information that an agent needs – and nothing more – into one organized window is a key to improving agent efficiency. That’s why we’ve made the agent workspace panels customizable. Now agents can save which panels they want to appear in their default view every time they log in.