Article: Deal with Surge of Open Conversations
Yong Wai Ting
Business Problem:
- Agents are overwhelmed with a surge of inbound conversations where they’re being assigned to too many Contacts in a short period of time.
Pain Points:
- When an issue impact a large amount of Contacts, Agents will be bombarded with a high number of Contacts reporting the same issue.
- Agents need to repeatedly provide the same context to Contacts before closing the conversations.
- A bottleneck occurs in the assignment queue and Contacts are stuck in queue.
Yong Wai Ting
Stage:
AutomateObjective:
Route to Human > Issue Based RoutingPotential Solutions:
Workflow Design:
Conversation open > Add a Ask a question step to confirm if the Contact is facing the [XYZ] issue:
- If Yes, mark as customer impacted (log to Google Sheets or add a tag or both) > Send an automated reply to Contacts > Close conversation.
- If No, assign to Support team.