Added features overview
Last updated
Last updated
To ensure customer service chats progress smoothly, we have added features to support Zendesk functionality and the overall experience. Check these out below:
As a shopper you can be held in a queue to speak to a Customer Services team. For every 10 minutes, a shopper is held in a queue, Virtual Shopping will raise a message in the chat to ask them whether they'd rather leave a message to be contacted later or continue in the queue.
If the shopper chooses to wait in the queue, they will be informed of their position until they are served by an agent from the Customer Service team they selected.
Shoppers in a Customer Service chat can click on the back arrow in the message header to return to a Virtual Shopping chat. This allows them to refer back to that chat in case there were details discussed there with the Product Expert that would help inform their chat with the Customer Service team.
Please note the shopper won’t be able to start a new Virtual Shopping chat until their active Customer Service chat is complete. Therefore, when a shopper returns back to their previous chat they will see a ‘Continue chat’ button in the chat flow that refers them back to complete the Customer Service conversation.
If and when required, agents can ban shoppers from having chats with Customer Service teams. To do this, the Customer Service agent selects ‘Ban Visitor’ from the ‘Actions’ menu in the Zendesk Agent dashboard.
If a banned shopper tries to continue a previous Customer Service chat or start a new one from a Virtual Shopping chat, they will see a loading spinner on the screen with the text ‘Sorry, we weren’t able to connect you. Please try again later or visit our customer service page.’
Zendesk chats can timeout if a shopper doesn't action features in the flow immediately. For example, if a shopper initially delays clicking on the 'leave a message' button to leave a message for a Customer Service team, but tries to do this again 20-30 minutes later, the chat button can be unresponsive as the Zendesk chat has timed out.
This is why we have added the means to reconnect to the Zendesk SDK in the background without the shopper needing to take any action. In this way, shoppers can complete the action when ready.
After a chat has been ended by a Customer Service agent, the shopper will receive the transcript of the chat to the email address they supplied and can respond to the Customer Service agent via email, or they can restart a new Customer Service chat from the Plugin.
Shoppers can start Customer Service chats with different teams at the same time. They can do this in an active chat by clicking on the chat header to the message inbox where they can click on the ‘Start a new chat’ button and then select ‘Customer Service’ from the Needs Selector.
From the ‘Actions’ menu in the Zendesk Agent dashboard, a Customer Service agent is able to select the option ‘Invite Agent/transfer to Agent’ to transfer or invite another customer agent to the chat to support the shopper. Similarly, they can select the option: ‘Transfer to department’ from the ‘Actions’ menu to transfer the shopper to a new Customer Service Department to support their enquiry.
The shopper is then informed in the chat when they have been transferred to a new agent or Department and when a new agent then joins the chat and the previous agent leaves the chat. On transferring a shopper, they may be held in a queue to speak to the new Department if the Department is busy.
