Does your operator team get tired of ringing phones and fed up with low errors due to low quality calls? And do your customers have a wish to contact someone, yet don’t know who to contact with their question or request? Then introducing chat between customers and operators might help increase your service team’s efficiency and your customer’s service experience.
Combining TOPdesk with SnapEngage will help you doing so!
SnapEngage is a chat tool that allows you to digitally chat with anyone in its application. The integration between TOPdesk and SnapEngage allows you to publish SnapEngage’s chat bubble on your TOPdesk Self-Service Portal. Your end users will be able to easily get in contact an operator that is logged into SnapEngage.
To set up the integration, simply select SnapEngage in your TOPdesk’s Self-Service Portal settings page and you’re good to go!
Benefits of the solution
- Easy communication via chat with any user logged into the Self-Service Portal.
- No need to ask your customers for information such as name, branch, customer, and the service page your customer is looking at. These details are automatically added to the chat conversation.
- Offer chat to a particular branches or customers; the chat bubble can be hidden from your selection of branches or customers.
TOPdesk’s operators section is not included in this integration. Would you like to automatically create calls from your chat, and have your operators chat in the operator realm of TOPdesk? The TOPdesk native Chat application will do just that. Just hang on for a little bit; a native Chat application is currently being developed.
Please note this integration only works with a US-hosted SnapEngage account.