Ways automated chat routing increases efficiency and reduces cost

by Noe Legaspi LiveAdmins JLT - Live Chat Support, Making Website

One of the many advanced features of live chat software is the automated chat routing feature. This feature stores all the essential information regarding the availability and the capabilities of your operators and smartly routes the customers to the relevant operators. By doing most of the work of the operator, the feature reduces labor, increases efficiency and reduces cost.

Live chat software has many groundbreaking features that increase the efficiency of the operators along with increasing the quality of your customer services and reducing cost. But, the most prominent feature of the software in that regard is the automated chat routing feature. This smart feature is assisting all the companies using live support software in UAE, in numerous ways. Being the most efficient feature of the software, automated chat routing makes live chat software a highly profitable investment.

What does the automated chat routing do?

This feature keeps track of which operators are on a shift and which of them are not; it knows which operators are on a break, how long they have been on a break. It also tells which operators are most suited for a particular customer issue and who can provide services in a particular language. Using all this information, automated chat routing smartly routes the customers to the operators who are either free or are most suited to solve their queries. Apart from that, the feature also analyzes that which customer should be given a proactive chat invitation while smartly deciding which kind of greeting should be used or a particular customer.

If you have multiple websites, the feature also stores information about which operator works for a particular website, how many websites are assigned to a particular operator, while keeping a track of operators who serve as primary or a secondary greeters of particular websites. Many companies providing live support service in UAE have the most advanced automated routing feature which stores all the essential information of the operators and customers while smartly routing the customers.

How can automated chat routing increase efficiency and reduce cost?

Since the feature can do all the chat routing automatically, it means that your agents can focus more on providing service and sales support and less on manual labor, which will increase the quality of their service. With the help of the feature, the agents will not have to search for a new visitor list and invite and greet customers manually, as an invitation and a greeting will automatically be generated. This will save them time and allow them to monitor the visitors and keep a track of their information. By getting time to thoroughly research on the customers, the operators will be able to respond to, more intelligently.

The automated chat routing will also enable the operators to handle multiple conversations easily. With their mind off the manual routing and invitations, operators will be able to focus more on their customers and their issues. This will increase their resolution rate along with reducing response time. Handling more conversations would also mean that you do not have to hire a lot of operators, as the feature itself will do all the work. Hence, by reducing the need of multiple operators it will help cutting down the costs.

Many companies providing live support software in UAE offer this marvelous feature which not only reduces your cost but also increases the efficiency of your operators.