Re: Needs good ticketing and live chat system
Ideally, I want it to have features listed below.
1. Customers can leave rating/feedback and comments on tickets and live chat session.
2. Live chat conversations is saved
3. Unlimited number of customer service personnels can use the live chat system concurrently.
4. Ability to create categories in live chat i.e. Sales , billing and customer service. If a customer choose billing , he/she will get forwarded to billing personnels
5. If a particular customer service personnel is busy with chat session, the waiting customer in queue get forwarded to other customer service personnel that is idle.
6. Tickets and live chat sessions are spread evenly among all customer service personnels ... to make ensure that ticket and live chat answerring tasks is evenly distributed. I don't want one cs personnel complain .. why do I always get the job to answer tickets/chat session but not the other guy/gal
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