🏗️Administrator System Setup
1. Connect conversation channels and serve customers in a unified way.
First, you only need to use the "Channels" menu to easily integrate the service channels you need, and you can quickly connect with customers. FIRST LINE provides integration with a variety of third-party social media platforms, including LINE and Facebook Messenger, as well as web live chat, so all your messages can be handled on one platform, making it easy to solve customer problems.
💬Channels2. Set channel-related logic for smoother service.
By setting the relevant business logic through "Organization Settings," you can adjust items such as the number of message-channel customers that a single specialist can serve at the same time, and whether customers can enter during break times.
Organization Settings
Business settings provide a variety of channel assignment and related automatic reply settings, including "Assignment Mode," "Number of Assigned Customers," "Unanswered Time for Specialists," "Idle Messages," and more.Based on indicators such as the number of people on your team and average service time, adjust each setting to shorten the customer assignment process..
Business Hours
Adjust according to your company's service hours, anduse the "Outside Business Hours Entry" setting in the "Chatbot"to determine whether customers from message channels can enter the queue during break periods.
3. Start serving customers
From message channels
When customers enter through message channels (such as LINE, Facebook Messenger, etc.), the system will assign them according to the settings in"Business Settings"such as the specialist's skills and workload. The assigned customer service staff will receive an audio notification and can respond to customers from the "Service Desk" list in the lower-right corner, allowing customers to get a reply as quickly as possible and ensuring that the same customer is not handled by multiple specialists at the same time.
From telephone channels
Customers from the company's hotline will be automatically assigned by ACD call distribution, and the upper-right corner of the assigned customer service staff's interface will display relevant information prompts, including "Opening Greeting," "Matched Customer," "Incoming Number," and more.
Service Desk
The Service Desk is like a real service counter, allowing customers to queue up and wait according to their entry time and be assigned to the appropriate specialist. Through the Service Desk, customer service staff can manage their customers more easily and check waiting customers at any time.
4. Expand service records to capture customer information.
In addition to the original notes, service records can also be expanded with other relevant settings, and the input fields used by customer service staff can be unified for consolidated analysis.
Service Tags
Using selectable options, customer service staff can quickly record and manage service-related customer information. No matter which channel is used, it can effectively help with data analysis.
Service Result
Uniformly record the final status of each service, such as "Completed," "Ongoing Follow-up," and other options. When customer service staff finish each service, it will be displayed on the screen for selection.
5. Chatbot-enhanced messaging.
Conversation Script
Based on different chat scenarios, use events, conditions, and action functions to automatically reply to customers with pre-prepared message content, achieving marketing goals or solving customer problems.
📒Conversation scriptsSatisfaction Survey
When the service is completed, a satisfaction survey will be sent according to the conditions. Through the satisfaction survey, you can listen to customers' opinions and understand what needs to be improved.
Automatic Replies
For message channels, we provide many advanced automation features to help businesses satisfy customer service needs more quickly. For example, by building FAQs or common keywords in the knowledge base, the system will proactively look for similar answers, helping customers resolve problems on their own.
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