recognized and correctly distributed
ReplyOne processes over 30 million inquiries per year and distributes them to over 8,000 employees. Targeted routing of your customer inquiries to the appropriate team members ensures faster responses to your customers.
The third step to the best customer service
The routing of your customer requests
THE REPLYONE WORKFLOW
Spot landing through targeted routing of your requests
You know your company and your team best - you determine the routing rules individually. Configure the rules by category, channels and topics. Define points in the workflow such as qualification, responsibility, urgency and availability in the service team. This way, a request is routed directly to the best contacts and customers are helped quickly.
Add a personal touch to your customer service. When customers contact you multiple times about a concern, they want to clarify questions with the employee who previously handled the issue. Thanks to last agent routing, the ticket is given to the employee who worked on the case before.
You determine what is to be taken into account during routing. This not only ensures clear allocations, but also supports the assignment of special topics.
What's the use?
The routing variants
You define which knowledge and skills the employees need for requests. These can be languages, specialist knowledge or expertise, for example. In addition, the workflow can assign skill levels to the employees on a scale of 1-10, whereby the skill level can be adjusted in case of high workload.
Skill-based required routing
When it comes to quality over quantity, skill-based required routing is your best bet. With this option, incoming documents are only routed when a member of the service team with the appropriate skill is available.
Push or pull
Should requests be distributed automatically to all employees? Or do the service employees fetch the documents independently from the queue according to capacity? That is up to you. Your admins or team leaders define the process. With push, you can avoid cherry-picking, for example.
Incoming requests are assigned to employees based on a defined sequence. Taking attendance into account, messages are distributed evenly across the service team. In this way, all employees work through the same number.