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职责

什么是职责功能?

LiveAgent的职责功能是一个帮助台任务管理器,能追踪每张Ticket是由哪个部门和哪个代理负责解决的。如果一张Ticket从一个代理转移到另一个代理,Ticket的责任也会自动转移。

Ticket-分配-给-代理-LiveAgent

职责功能是如何工作的?

如果您是一个私营企业主,并且是您的账户的唯一的管理员和管理,所有的Ticket将自动分配给您。

如果您的账户有多个支持代理,默认情况下,所有的Ticket将取消分配。如果想要将传入的Ticket自动分配给特定的代理,可以创建自动规则。如果您想手动添加Ticket,您可以点击转移按钮。

转移-ticket-LiveAgent

更改Ticket责任

Ticket的所有权/责任可以通过以下两种方式更改:

  • 将Ticket转移到另一个部门

  • 将Ticket分配给另一个代理

请记住,如果一张Ticket被转移到另一个部门,它不会自动分配给该部门的代理。这张Ticket只会被分配到他们的部门,该部门中的一个代理必须通过回复或者分配给另一个代理来进行责任划分。

对话分配

当我被分配了Ticket责任时,我会收到通知吗?

邮件通知

如果您想通知您的代理关于他们新的Ticket责任,您可以设置自动电子邮件通知。他们会收到一封电子邮件通知:

  • 一张Ticket被分配给他们的时候
  • 当客户在被分配的Ticket中回复时
  • 每当在他们的部门中创建一个新Ticket时
职责

站内通知

如果您设置了相应的解决按钮,您就可以在每次有新的Ticket被分配给您时收到站内通知。很简单:

  1. 登录到LiveAgent。
  2. 点击配置

  3. 点击系统

  4. 点击通用

  5. 向下滑动到“给我分配”Ticket部分

  6. 选中复选框。
  1. 点击保存

  2. 重新加载应用程序。

职责
没有Ticket分配给代理
职责
三张Ticket分配给代理

移动(IOS和Android)通知

在忙碌中提供客户服务?您都可以收到移动推送通知,不管是:

  • 在您的部门中创建了一张新的Ticket
  • Ticket在您的部门重新开放
  • 一张Ticket被分配给您
  • 分配给您的Ticket重新开放
  • 您有一个新的对话铃声
  • 您在实时对话会话中收到了一条新消息

  • 您错过了一个对话

Slack通知

如果您已经将Slack和LiveAgent集成在了一起,您还可以收到关于新Ticket责任的Slack通知。您的代理可以在以下时间收到新的Slack通知:

  • 一张Ticket被分配给他们的时候
  • 当客户在被分配的Ticket中回复时
  • 每当在他们的部门中创建一个新Ticket时
职责

为什么职责功能对客户支持团队很重要?

有一个合适的职责功能是很重要的,因为它可以帮助您确定哪个代理/部门负责解决哪张Ticket。此外,它:

  • 提供透明度
  • 消除困惑
  • 减少未回复Ticket的数量
  • 改进效率和代理工作流程
  • 节省时间和金钱
  • 改进响应时间

  • 提升客户满意度

  • 给每个代理一种主权感

有了职责功能,您再也不会听到“我不知道这是我的责任”这样经典的借口了。

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在实践中职责是什么样的?

如果Ticket的所有权发生了变化,则变更会显示在详细的Ticket视图中(以确保对这些Ticket的处理有明确的责任划分)。管理员和代理都可以看到这些更改,无论它们是自动发生的还是手动发生的。

职责

如何在LiveAgent中设置职责?

  1. 登录到LiveAgent。

  2. 点击配置(左侧菜单栏中的齿轮图标)。

  3. 点击自动化

  4. 点击规则

  5. 点击创建

  6. 选中状态激活复选框

  7. 为您的规则命名,比如“Ticket路由给Sona”。

  8. 可以将备注部分留空,也可以更详细地描述规则。这个字段只是为了方便您。备注的例子比如说“此规则将所有在营销部门的社交媒体Ticket路由给Sona”。

  9. 选择一个变量,比如在创建Ticket时应用。

  10. 点击添加条件组

  11. 根据您的偏好选择条件,比如IF Ticket来源(并选择您想要的来源,可以是Facebook、Twitter、Instagram、Viber。)

  12. 根据您的偏好选择执行指令字段,比如将Ticket转移到营销部门,并分配给Sona。

  13. 点击保存

如何在LiveAgent中设置责任通知

  1. 登录到LiveAgent。

  2. 点击您的档案图片。

  3. 点击编辑档案

  4. 点击通知

  5. 在邮件通知和Slack通知下勾选适用框

职责

职责功能的好处

更多的透明度,更少的困惑,更少的被遗忘/未回复的Ticket

明确Ticket的责任可以消除混淆、猜疑和假设。当每个代理都知道哪些Ticket是他们的责任时,就不会有出错的空间。适当的职责划分确保不会有任何被遗忘或是未回复的Ticket,每个人都不会想当然“自己已经处理好了”。

改进代理工作流程,节省时间和金钱

当每个代理确切地知道他们需要回答哪些问题时,他们就可以真正地专注于他们的工作,从而改进他们的效率和工作流程。他们可以专注于自己负责的内容,而不是去考虑哪些需要回答哪些需要优先解决。

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更快的响应时间和更高的客户满意度

因为每个代理都知道他们要回复哪张Ticket,所以他们不会浪费时间找事情做。因此,Ticket的响应时间会优化,并直接影响到客户满意度。反过来,更快乐的客户也会提高销售额并带来积极的口碑。

主权感

当每个代理都明确知道他们需要做什么时,他们就会对每张Ticket产生一种主权感和责任感。这是他们能够投入情感来处理每张Ticket。这进一步加强了他们的能力,促使他们以积极的方式提供最好的服务

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知识库资源

https://www.youtube.com/watch?v=3zYfDwqNj0U&ab_channel=LiveAgent

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