Intelligent guidance – Dialog, Coaching tips and Alerts
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It is important that CSRs engage with customers in a meaningful way and asking right questions or providing right suggestions at every step in the process of solving customer issues. Dialogs help customer service representatives to have appropriate contextual scripts for having such conversations. Dialogs also ensure that similar conversations are consistent across interactions.
Best practices of configuring dialogs
Detailed instructions can be found in Customer service implementation guide
Keeping it contextual
Configuring dialogs with a clear context in mind increases its impact. For example, if skill level of customer service representative is “expert”, the dialog can potentially have in depth technical questions to which they can connect well and extract right necessary information from customers.
So it is important to select right “when” conditions while setting up dialogs.