Successful retention and conversion depend greatly on our engagement and communication skills, which means you or your team as support agents. Konvo's agent assignment feature is a powerful tool to enhance your customer engagement strategy. You can assign agents directly from the inbox section or you can maximize your efforts and save time by assigning agents within flows. This guide will walk you through the process of effectively using agent assignment, helping you to optimize your customer support workflow and increase satisfaction rates.
Benefits of Using Agent Assignment in Flows:
Personalized customer interactions
Easy & Fast transition from automated to human support
Improved response times for complex queries
Enhanced follow-up capabilities for unresolved issues
Increased efficiency in managing customer inquiries
How to Implement Agent Assignment in Konvo Flows:
1 Identify Key Points for Agent Intervention:
Analyze your customer journey to determine where human interaction is most valuable.
Consider using agent assignment after automated follow-ups or for specific customer requests.
2 Set Up Your Flow:
Design your initial automated flow, including welcome messages and basic inquiries.
Incorporate decision points where agent assignment may be necessary.
3 Add the Agent Assignment Node:
Drag and drop from an already existing node and choose the "Assign Agent" option:
Or Locate the "Assign Agent" option at the bottom of your flow options.
Place this node at strategic points in your flow where human intervention is desired.
4 Select the Appropriate Agent:
Click on the agent assignment node to view available agents.
Choose the most suitable agent based on skills, availability, or specific customer needs.
5 Configure Follow-up Scenarios:
Set up automated reminders before assigning an agent for unresponsive customers.
Consider adding a time delay (e.g., two hours) before sending reminders or assigning an agent.
6 Customize Agent Handover Messages:
Create a smooth transition message when handing over to a human agent.
Inform the customer that a specialist will be assisting them shortly.
7 Implement for Specific Scenarios:
Use agent assignment for VIP customers requiring personalized attention.
Assign agents for complex inquiries that arise after automated flows.
8 Publish and Monitor:
Once your flow is set up, publish it to activate the new agent assignment feature.
Regularly review the performance and adjust as needed for optimal results.
Pro Tips:
Use agent assignment sparingly to maintain efficiency in your automated processes.
Train your agents on the context they'll receive when assigned through a flow.
Regularly update your flows based on common customer inquiries to reduce the need for agent intervention.
With agent assignment in your Konvo flows, you'll create a more responsive, efficient, and personalized customer support experience ensuring that your customers receive the right level of attention at the right time, enhancing satisfaction and loyalty.
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