🏗️Administrator system setup
1. Connect conversation channels to serve customers in one place.
First, you only need to use the “Channels” menu to easily integrate the service channels you need, quickly linking with customers. FIRST LINE offers integrations with various third-party social media, including LINE, Facebook Messenger, etc., and provides a web real-time chat feature so all your messages can be gathered and handled on a single platform to easily resolve customer issues.
💬Channels2. Set channel-related logic to make servicing smoother.
Through the “System” settings for relevant corporate logic, you can adjust items such as how many channel customers a single agent can serve simultaneously and whether customers can enter the queue during rest periods.
System settings
Company settings offer various channel dispatch and related auto-reply configurations, including “dispatch mode,” “number of customers assigned,” “agent no-answer time,” “idle messages,” etc.,Adjust each setting based on your company’s team size, average service time, and other metrics to shorten the customer dispatch process..
🏢System settingsBusiness Period
Adjust according to your company’s own service hours, anduse the “Non-business hours entry” setting in the “Chatbot”, which will determine whether customers from message channels can enter the queue during rest periods.
🕐Business hours3. Start serving customers
From message channels
When a customer enters through a message channel (such as LINE, Facebook Messenger, etc.), the system will dispatch according to the“Company settings”in those settings, such as an agent’s skills and workload. The assigned customer service agent will receive a sound notification and can accept the customer from the bottom-right “Service Desk” list, allowing the customer to receive a response immediately and ensuring the same customer is not handled by multiple agents at the same time.
From phone channels
Customers calling the company line will be automatically dispatched by the ACD call distribution, and the assigned agent’s interface will display relevant information prompts in the top right, including the “opening script,” “customer match,” “incoming number,” and other details.
Helpdesk
The service desk is like a real-world service counter, letting customers queue by arrival time and be assigned to the appropriate agents. Through the service desk, agents can more easily manage their customers and view those waiting to be served at any time.
4. Expand service records to grasp customer information.
In addition to existing notes, service records can be expanded through other related settings, and unify the input fields for agents for consolidated analysis.
Service reason
Using option-based inputs, agents can quickly record and manage customer service information; regardless of channel, this helps data analysis effectively.
✏️Service reasonService result
Standardize recording the final status of each service, such as “Completed,” “Ongoing follow-up,” and other options. When an agent completes each service, these will be shown on the screen for selection.
🔖Service result5. Chatbots strengthen messaging.
Conversation scripts
Depending on different chat scenarios, use events, conditions, and actions to automatically reply to customers with pre-prepared message content to achieve marketing goals or resolve customer issues.
📒Conversation scriptsSatisfaction survey
When a service is completed, a satisfaction survey will be sent according to conditions. Through satisfaction surveys, listen to customers’ opinions and understand what areas need improvement.
😀Satisfaction surveyAuto-replies
For message channels, we provide many advanced automation features to help companies satisfy customer service faster. For example, by building an FAQ or common keywords in a knowledge base, the system will proactively find similar answers to help customers solve problems on their own.
🤖Auto responseLast updated