What is Chat Desk?
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Chat Desk, available on our Interact and Transact packages, is an easy-to-use web-based application that enables real-time communication with your customers via a single web interface. It allows your customers to contact you via multiple channels (including WhatsApp) while your customer service agents manage and respond to these customer messages from one, central web-based agent desk. Chat Desk also makes monitoring queries, chats, agent performance, and SLAs easier so you can ensure your customers are receiving the best and most efficient service.
The main features include:
Chat Desk Dashboard (supervisors only) - provides a summary of near real-time data relating to agent performance and availability and also provides a view of your customers' engagement behavior
Supervisor Desk (supervisors only) - provides greater visibility to a supervisor into their agents' activities and interactions with clients to ensure their teams are providing efficient and quality service to end-users
Agent Desk - enables agents to engage with end-users across multiple chat channels in real-time, including two-way rich media support, chat history retrieval, and the ability to transfer chats
For more information, please refer to the Chat Desk User Guide.
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