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Tuesday, May 12, 2015

LibraryH3lp Concierge: Auto-responder for incoming chats

Looking for a consistent, friendly greeting for each new chat?  Canned messages are one way to go if an available operator provides a timely response.  Having a real person respond quickly is the best customer service.  But what if a new chat goes unanswered for an unusually long period of time?

Enter the new LibraryH3lp Concierge.  With the Concierge auto-responder, you can automatically provide customized replies with flexible time triggers.  For example, if a chat languishes for 45 seconds, perhaps it is time for apologetic message and an offer of alternative contact possibilities.

Concierge auto-responses can be set up on one, some, or all of your queues. Each queue can have unique concierge settings with auto-responses triggered after a customizable time delay.

In order to set up your concierge services, please email support with the following details:
  • The name of the queue or queues.
  • How long in minutes or seconds to wait before triggering the auto-response.
  • Exact wording of the auto-response.

What happens on the staff side?

Nothing changes from the staff's point of view.  And, the staff can still answer even after an auto-response that apologizes for a delay and offers alternative contact methods.

What about text messaging (SMS)?

While you can certainly have auto-replies for your text messaging queue, you may or may not want to provide them.  Text messages already have the offline auto-reply, which is a different kind of auto-response.  If you also wish to provide an automatic greeting, you will want to make sure the overall effect is coherent.

Does Concierge require use of the webclient on the part of the operator?

No. Concierge works regardless of the staffing software the operator is using.

Can we have more than one auto-reply on a single queue: one as an initial greeting and another as a fail-safe if no one is really there?

Yes!  However, in the interest of good customer service, it is good to be a bit cautious about what the first of the two messages says.  It is often better to have a human send an initial greeting, and this can be done quickly and easily using canned messages.  This way, your guests are rightfully informed that a person is there and paying attention to their message.  If you have an automated initial greeting, and no real person can actually respond quickly, that can leave a bad impression even if an apologetic auto-reply comes along later.

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