Multiple channels

  • 3 inboxes
  • Social Media messages


Workload of Agents

  • Handle all Level 1 (L1) questions
    • Use canned responses
    • Use FAQ's
    • Use articles
    • Use SOP's
  • If an agent doesn't know how to answer something
    • Search in the knowledge base and it should come up with information to help you answer
  • Level 2 (L2)
    • Requires the help of an outside team member
      • Online courses - Stef
      • Tag the 3rd party, or multiple parties in Fresh Connect to start the conversation
        • When someone is tagged, they can give any additional information 
        • The Agent then copy/pastes this info into a response to the customer
  • Tracking
    • FD tracks our 1st response and the resolution rate
    • Always acknowledge the customer and give a loose idea of what they can expect. If possible, share anything that could be helpful to the customer while they wait for the 3rd party to get back to the agent.