Intelligent guidance – Dialog, Coaching tips and Alerts
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It is important that customer service representatives (CSRs) engage with customers in a meaningful way, asking the right questions and providing the right suggestions at every step in the process of solving a customer's issues. Dialogs help CSRs by giving them appropriate contextual scripts for customer conversations. Dialogs also ensure that similar conversations are consistent across interactions.
Best practices for configuring dialogs
Detailed instructions can be found in the Customer Service implementation guide.
Keeping it contextual
Configuring dialogs with the context clearly in mind increases their impact. For example, if the skill level of a CSR is “expert”, the dialog can potentially involve in-depth technical questions that the CSR can understand well, and extract the most relevant, helpful information from the customer.
It is therefore important to select the right “when” conditions when setting up a dialog.