BrainHi's Live Customer Support Agents are meant to be an extension of the workplace team. Each Agent knows a business' information and processes and can answer complex Customer questions as well as fulfill custom requests.
Office Staff can view all conversations in the Activity Stream of the Conversations section of the BrainHi product. The Activity Stream groups conversations by who is currently managing each conversation: conversations assigned to the currently logged-in user are shown first, followed by conversations assigned to other Office Staff users, conversations assigned to Agents (if applicable), conversations assigned to Lara, and finally, closed conversations.
Conversation Events
In addition to the messages and notes from Customers, Agents, and Office Staff, a BrainHi conversation also records events, such as when a user last saw a conversation, or when a user assigns or reassigns a conversation. Office Staff can review conversations and get a more complete view into how Agent and Office Staff interactions with Customers are going. Learn more about Conversation Events.
Escalations and Assignments
If an Agent can't complete a Customer's request or needs guidance, they can escalate conversations to Office Staff. Likewise, Office Staff can assign and reassign conversations to Agents and other Office Staff users via the Conversation Action Panel, in order to explicitly indicate who is taking the lead on communicating with the Customer and acting on their behalf. Learn more about Escalations and Assignments.
Collaborating with Agents
Office Staff can provide guidance and direction to BrianHi's Agents and other Office Staff via internal notes. They can also assign and reassign conversations to any Office Staff or Agent via the Conversation Action Panel. Leaving a note is required when escalating and reassigning a conversation; we encourage all users to leave as much useful context for teammates to refer to in the future.
Taking Over a Conversation
To take over a conversation currently assigned to an Agent, Office Staff can send a message to the Customer in the conversation.
Once a conversation is taken over by Office Staff, Agents will no longer respond to messages in that conversation until after it's been closed unless directed to do so by Office Staff via an internal note.
Tips for managing a conversation effectively
When taking over a conversation, remember these simple guidelines:
Introduce yourself. Since the Customer only sees that messages are coming from one number, it's important to remind them that you're part of the team.
Engage with the Customer. Don’t leave them wondering whether there’s someone on the other end of the line.
Respond to the Customer’s questions directly, in as straightforward a manner as possible.
Provide the Customer with a clear Call to Action for their next step.
You can use BrainHi’s Quick Responses to save messages you use often.
Alternately, Admin Office Staff can contact their BrainHi CSM if they need extra help.
Closing a conversation
Once an Office Staff user is satisfied that a Customer has been taken care of, they should close the conversation in order to move it to the “Closed Conversations” section of the Activity Stream. Closing the conversation will ‘reset’ it so that Lara and Agents can resume support if the Customer sends a new message.
Next: An in-depth tour of the Activity Stream