Use Conversation Routing to improve the flow of customer service January 31, 2024 20:48 Updated Index: Do not overload Automatic Distribution Routing strategies Common errors to be avoided Learn important tips to enhance your customer service operations on STILINGUE Smart Care with this feature. The Conversation Routing is a feature designed to expedite customer service through the distribution of interactions made on pages connected to STILINGUE Smart Care. With the feature configured on your dashboard, your team's respondents have access to tickets automatically and in an organized manner. Below are some actions to further optimize Routing and avoid operational problems. 1. Do not overload Automatic Distribution For routing to work as expected, Automatic Distribution must be configured correctly. Within the configuration area, it is possible to determine the maximum number of simultaneous conversations each respondent can receive. This means that you can define how many conversations a single user can have assigned to a respondent (with the status Pending or Open), so that routing can direct new conversations to them. If the respondent exceeds the maximum volume of conversations established, routing will stop forwarding new conversations. The distribution works as follows: each respondent who is online (meaning, with the "Attending" button activated) receives a ticket, and as soon as the available respondents receive the existing tickets, the distribution is restarted in the same order. This ensures that those responsible for customer service are not overwhelmed with too many pending tickets. It is important to measure the maximum number of simultaneous conversations per respondent according to the scope of your operation. If all respondents on the list are "saturated" with tickets, there will be no distribution of new incidents until someone frees up space in the service, which negatively impacts the operation's SLA until the assignment of tickets is normalized. 2. Routing strategies: 2.1 Create routes for distinct topics One option for creating routing flows is to categorize contacts based on the discussed subject, such as: (A) e-commerce, (B) discount coupons, (C) partner stores, (D) promotional campaigns. Some teams have specialized agents for specific topics. Directing specific contacts to these professionals will elevate the technical level of the conversation. 2.2 Consider the priority level of tickets One of the possible qualifications for tickets originating from social networks is the priority level. By understanding the tone of the message, the sensitivity of the topic, or the recurrence of contact as factors that increase the priority for resolution agility, creating an exclusive routing for cases classified as High Priority will help anticipate these services. Many teams have agents specialized in crisis or sensitive situations. But there are also cases where the handling of this category is the responsibility of supervisors. As response time proves to be a decisive factor in this scenario, routing can be crucial for a quick resolution. 2.3 Understand if there are priority channels or interactions Some brands choose to prioritize a specific type of interaction to initiate services, such as: timeline comments, inbox, contacts on Instagram, among others. If this is your case, you can create routing considering social networks or types of interactions with a higher priority level for your service. A second possibility for this type of operation is to opt for the creation of custom queues. Unlike routings, queues are a kind of "visualization filter" for tickets. In other words, it is an option for organizing received interactions. 2.4 Handle specific publication groups You can adopt a specific routing to monitor a campaign carried out on your social network: for this, an alternative is to select the IDs of all publications related to this campaign and include them in the same routing. This strategy can help agents direct efforts and work in a synchronized manner. 3. Common mistakes to be avoided: 3.1 Routing doesn't work retroactively Ticket routing only works for conversations collected from its creation, so pay attention to the statuses of previous conversations. It is ideal to review conversations that have not yet been closed and handle these pending conversations before starting the routing. 3.2 Enabling and disabling routing Enabling routing is a manual process and should be done by the respondent at the beginning of their work hours (option On-line). Similarly, the function should be disabled at the end of the service period— for example, during scheduled breaks or at the end of the shift (option Off-line). It's important to note that when marking the offline option, the conversations that should be assigned to that respondent are not redistributed. These conversations remain reserved for them until the On-line option is activated again. Also, it's crucial to emphasize that if the respondent exits the platform without deactivating the service button (Off-line), conversations will continue to be routed to them. Unless the manager has configured an inactivity time. In that case, when the defined time by the manager passes, the status will become offline. Tip: The manager user can configure a specified operation inactivity time. After the configured time, the status of inactive operators in the routing will automatically be set to offline. If the inactivity time is configured, for example, for three minutes, after this period, a pop-up will be displayed on the operator user interface informing about the status change. 3.3 Not using Conversation Redistribution for specific cases If your team works different shifts, know that it is also possible to redistribute conversations to operators who will be online. This function allows calls to be reassigned to another respondent in the routing if a conversation with Pending or Open status is routed to an offline member when the ticket is received. This is important to ensure that the customer does not go without a response for an extended period. For more information, visit the discussion on the subject at our community or videos on our channel. 😃 Related articles Configuration - Routing Technical Data & Other Definitions - STILINGUE Tickets routing - STILINGUE Smart Care How to check available attendants by team Dashboard - Recurrence Metrics