We are experiencing a Corona Virus outbreak. Doesn’t it look like a movie where a virus kills many civilians, and we get the vaccine in the end to stop the outbreak? Well, this virus is making it a reality except the ending, which includes the discovery of the vaccine. It started in China, and it is spreading worldwide. There are around 1, 34,918 cases of Corona Virus worldwide and almost 5000 people have died because of the virus till now.
Impact on the corporate sector
It is surely affecting the population, but the virus is affecting the market as well. The industries are going through a hard time. Everyone wants to protect themselves and their employees from the coronavirus. Therefore, they are allowing them to work from home. As Google being the first one to do so, many big companies are allowing the employees to work from home.
Many companies around the globe, including Amazon, Facebook, Twitter, and Google, have implemented this as the pandemic is spreading more and more. Twitter made working from home compulsory for all its employees around the globe as one of their employees showed the symptoms of the coronavirus. Every company is recommending all the employees to work from home whose job allows them to. No serious case is found yet in any of the big companies, but they are taking this as a precautionary step as not making them work from home will lead to the loss for the company in one or the other way.
Problems arise in working from home
Everyone knows how important it has become to work from home these days. Making the employees work from home effectively and efficiently in this crucial time is a tough task for the companies. Coordinating with different individuals and teams is necessary. It gets hard for different teams and individuals to collaborate. Lack of this coordination leads to customers having an inferior experience, and eventually leading to a wrong impression of the company.
What is the best solution to this problem?
The best solution to this problem is the uninterrupted communication of all the departments. Introducing a communication platform that will make the communication, tracking and managing employees will this hurdle. When the employees from different department are able to work on an integrated web system, it will automatically get easy to coordinate with each other. Especially when the employees are working from home, an integrated system is the go-to move for effective working. Let’s discuss the benefits of integrated systems.
Route customers directly through to a Customer Support agent who has the skills and expertise required to help with their specific query. Dramatically improve the customer experience through fewer transfers and faster responses, all while ensuring support agents know what to expect next.
Alerts can be created to convey critical information and are the first-point-of-call for a customer. Pro-actively prevent a crippling influx of contacts in the event of a System Problem, signpost scheduled maintenance and have the alert expire automatically, or promote key content.
Transfer chats between Skill sets as well as directly to other Customer Support agents, retaining the complete history. Promote collaboration and on-board other departments within the organization, transferring directly between them, all while keeping the customer on the same chat screen and preventing the repetition that comes with the conventional call or chat transfers.
Resume Previous Chat
Stop chains of interactions from customers returning after completing an action. No more reference numbers, no searching for previous interactions in various ITSM systems. Have your customers quickly locate the previous chat they want to resume, update the notes, and re-join the queue, right from where they left off.
Invite any number of customer support agents to participate in a chat, forming a conference. Drastically improve handle times by allowing an agent to pull in a senior for assistance, or to care for a customer in the unfortunate event of a complaint. To prevent confusion, only the original agent can control the chat itself, such as closing, or transferring it.
Display useful statistics and metrics elsewhere across your estate. Show wait times and availability on your intranet, or show the alerts from within the integrated system on other pages.
And there are many more benefits of an integrated web system according to the priorities in different tasks. Web Chat Integrated System is the future of the digital world and a big assist to the corporate world’s effectiveness for success.