When consumer conversations are managed by a team, how does everyone know who's responsible for the next reply?
If no one takes responsibility, consumers face unnecessary delays in customer service.
And if more than 1 person takes responsibility, consumers face the confusion of multiple — possibly conflicting — replies.
With Assignments, each conversation is assigned to 1 specific person — and everyone knows who.
Conversations can be assigned to general representatives, specialists or decision-makers. Workflow rules make it easy to automatically assign conversations based on keywords, sender, time of day and more.
Assignments prevent more than 1 person from replying to the same conversation. And assignment-blocking prevents anyone from changing an assignee if they're already replying to a conversation.
Summary
- Keep conversations organized and streamlined with assignments.
- Avoid confusion by assigning conversations to specific team members.
- Stay on top of tasks by setting up rules to automatically assign conversations based on keywords, senders or time of day.
- Prevent unnecessary delays due to lack of ownership.
- Prevent more than 1 person from replying to the same conversation
