The Automated First Response feature is designed to significantly enhance the efficiency and responsiveness of customer support interactions by reducing the first response time to seconds.
The Automated First Response feature addresses a crucial phase in customer support: the transfer of queries to agents. Upon transfer, customers expect a prompt response to maintain a positive experience. This feature is designed to eliminate any potential delays by automatically generating an initial response, ensuring customers receive immediate acknowledgment.
In the above image, the chat was assigned to the agent at 04:33:58 PM. The automated first response was triggered at 04:33:59 PM. The agent’s actual first response was at 04:34:18 PM.
Key Benefits:
- Improve Response Time : Automatically generated first response times ensure that customers are attended to promptly. This reduces the First Response time from minutes to seconds.
- Increased Agent Efficiency : Since the first response is automatically generated, the agents can now efficiently handle multiple chats simultaneously, without getting distracted by incoming queries and worrying about disappointing the new customer.
- Enhanced CSAT : Quick response times ensure that the customers are attended to promptly, contributing to higher customer satisfaction scores.
- Reduced Drop Offs : Immediate responses keep the customers engaged, reducing the likelihood of them abandoning the conversation while being in queue for an agent.
- Personalization : You can utilise dynamic placeholders in your automated first responses to enhance the customer experience, such as agent name, customer name etc.
How it Works?
When a customer query is transferred to an agent, the Automated First Response is triggered. The system automatically sends your pre-defined response to the customer promptly. This buys the agents time to continue with their ongoing tasks without worrying about drop-offs or getting a customer agitated due to long wait times.
You can utilise dynamic placeholders to personalise and tailor the response according to your needs. For example, you could utilise agent name and customer name placeholders to enhance the customer experience.
To set up First Response Automation, contact your designated Customer Success Manager or reach out to support@verloop.io. You could work with your CSM or the support team to add these pre-defined, personalised responses into your solution database. We also advise you to regularly review and update your first response to ensure they meet your customer service standards.
Master Report Note
Please note that when downloading the master report, the first response time recorded will be the agent’s actual first response and not the automated one. The agent’s actual first response’s time being marked as the first response time in the master report will ensure accurate tracking and reporting for quality audit purposes.
For assistance in setting up the Automated First Response feature or learning more about how this feature can benefit your business, please contact your designated Customer Success Manager or reach out to our support team at support@verloop.io.
