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

Apparently, situations like above and likewise occur in myriads of chat industries and the associated personnel cannot keep away from such cases. Obviously, no agent or even the associated industry wants to be in such a spooky situation. After all, it’s the brand value that matters a lot.

An Acute Solution-

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

The Working Methodology-

A chat operator (precisely an agent) console has a functionality Chat with Operator embedded under Profile menu. This particular button can be used by an agent in case of requirement to chat internally with other agent or supervisor of 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 could be determined under the listed skills of the console.

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 thereby providing the much-needed assistance to the agent instantly on a single button click.

The Bottom Line-

No doubt, several resolutions would have been determined out by chat specific niches, but Internal Operator Chat function developed by Enterice too is an exceptional and impeccable solution in this regards.