Each visitor that comes to your website and starts a chat is likely to have a unique request, the first could be about shipping rates, while the next might want to know about product returns, a third may not even speak the same language. For larger teams, it’s impractical for an agent to be knowledgeable about each product area, let alone multilingual.
To accommodate a wide variety of customers and ensure they get prompt and relevant support we’re excited to announce skills-based routing.
Setting up skills-based routing
Skills-based routing provides a way to identify specific skills and assign chats based on the agent’s capabilities. A “skill” is one or more characteristic you assign to an agent. Skills could be languages that your agent understands, knowledge areas or products that your agent is trained on, types of customers that they serve, or the region they are in.
For detailed instructions, see Routing chats based on agent skills.
Using skills-based routing
Skills-based routing will be useful to your team in the following scenarios:
- Different languages: You receive chats from visitors based in multiple countries or who speak different languages.
- Agent specialization: Your agents are trained in specific knowledge areas and you want them to only answer questions on those topics. This ensures your customers are paired with the agent most skilled to handle their request.
- Auto escalation: You normally distribute chats to frontline agents, but when they are away or busy you want the chats to be escalated.
With skills-based routing, you can automatically pair customers with the agent most skilled to handle their request, increasing customer satisfaction and reducing response times. Here’s what one of our customers, Daniel Wellington, had to say about using skills-based routing:
"Our pre-sales team, which serves customers across Europe, the Americas, and Asia, is staffed with agents who all speak the local languages. Being able to automatically match a customer to the right agent without transferring them is key to offering a frictionless customer experience. So, it's no surprise that since enabling Skills-Based Routing we've seen customers make more purchases on our website leading to a marked increase in revenue. We've also seen that Skills-Based Routing has improved our agent efficiency, reduced our first response time, and increased our overall customer satisfaction."
-- Robert Helyar, Customer Service Sales Manager at Daniel Wellington
Skills-based routing is available to customers on Chat Enterprise.
We hope you find this feature useful. If you have any feedback, please leave us a comment below.