BUILD YOUR SUPPORT SYSTEM
To help each of your teams focus on their primary roles, and more efficiently escalate customer chats to the most relevant co-workers, you can now create internal-only teams to support the agents having your dealership’s Conversations℠.
You could set-up your account so that all new chats are routed through your BDC agents, who can then direct message and/or loop-in support teams to the conversation with the customer. No one on the support teams are distracted by notifications unless the first responder needs them to serve the customer
TEAMWORK MAKES THE DREAM WORK
This new feature allows you to add teammates to Conversations℠ who you wouldn’t want devoting any time in customer chats (even looped in), but can bring a lot of value by being available internally. For example, service techs can create video updates of repairs and send them internally to their manager or BDC team, who then handle the customer service while the technician moves onto the next job.
HOW TO SETUP SUPPORT TEAMS
When creating or editing a team in Conversations℠, toggle on “Internal Only” to designate them as a support team.
QUESTIONS ABOUT CONVERSATIONS?
If you have any questions about this feature, or how to use our messaging platform to its fullest, our team is always here to chat.
Click “Have a Conversation” in the bottom right corner to start!