Optimise costs, automate agent backup, offer better customer experience and increase conversions by making your advisors more available through Agent Prioritisation.
Have you ever experienced a situation where one of your experts was unavailable for a long period of time? Was it a tedious task to re-assign the availability of your other experts to serve as a backup? Did you lose leads due to unavailability?
With Pexip Engage's newest feature Agent Prioritisation these situations and issues can be dealt with efficiently.
What exactly is Agent Prioritisation and when is it relevant, might you ask? There are several situations where Agent Prioritisation is used. To illustrate it in a fairly easy way we can look at a fictitious example. Suppose you own an insurance company.
For your branch in Brussels, there is John who is an expert in car insurance. But John is on holiday for two weeks. Normally, if your customers want to book an appointment in your branch in Brussels, through Pexip Engage, there would not be any availability for two weeks. Of course, this is not ideal as you don’t want to leave your car insurance customers hanging for two weeks...
Thanks to the new feature Agent Prioritisation, you can assign ranks to your agents to offer backup and therefore more availability. In this particular example; for the subject car insurance, in your Brussels branch, you assign John as the expert with Rank 1. This means that John, if his personal calendar allows it, will always show availability for this particular subject in this particular branch.
We can also assign his colleague Jane, who is not an expert but still eligible, with Rank 2. And assign Nick with Rank 3 as the last line of backup if Jane happens to also be unavailable.
With Agent Prioritisation we can set up a priority threshold in days per rank. For this example let’s say we put a priority threshold of 3 days for Rank 1 and a priority threshold of 4 days for Rank 2. This means that if John is unavailable for more than 3 days, availability of Jane will be offered to the customer as she is Rank 2, thus the backup. And Nick will be offered if John AND Jane are not available for more than 4 days.
Agent prioritisation has 3 specific use cases:
There are several benefits of using Agent Prioritisation, here are the three most impactful:
Better consumer experience
Thanks to Agent Prioritisation you make sure a meeting can still take place when some of your agents are absent, you increase customer experience and conversion.
Keep an eye on this space as we are continuously developing new features and tools to help you own the complete customer journey from A to Z.