> Customer Service

Customer Support

Discover the start-to-end customer service experience with Chatvisor
1

Customer has problem

2

Behavioral Rules detect customer problem

3

Chatbot is triggered

A specified chatbot is triggered to engage the customer and offer help.

4

Chatbot engages, customer explains problem

The Chatbot covers standard questions to gather context, asking the customer to describe their issue or what they are trying to achieve.

5

Intent-based routing

Chatvisor finds the available agent best suited to solve the customer’s problem. Based on the customer’s explanation of their issue, Chatvisor uses a combination of sentiment analysis and other parameters (e.g. current page of the user).

6

Agent enters conversation

The agent seamlessly takes over the conversation previously led by the Chatbot, and can view the existing conversation history.

7

Upgrade to Co-Browsing

To solve a more complex problem and achieve visual context, the agent can offer to Co-Browse with the customer.

8

Upgrade to Webcalling or Videocalling

For more a personal, and potentially more efficient conversation, the agent can transition the interaction to a Webcall or Videocall.

9

Problem Solving

With context from Co-Browsing and Webcalling, the agent can guide the customer to a solution in record time. The customer will now be prepared to handle similar situations independently.

10

Feedback

After the support interaction, the customer can provide feedback on the service experience, measured according to the net promoter score.

1

Customer has problem

2

Behavioral Rules detect customer problem

3

Chatbot is triggered

A specified chatbot is triggered to engage the customer and offer help.

4

Chatbot engages, customer explains problem

The Chatbot covers standard questions to gather context, asking the customer to describe their issue or what they are trying to achieve.

5

Intent-based routing

Chatvisor finds the available agent best suited to solve the customer’s problem. Based on the customer’s explanation of their issue, Chatvisor uses a combination of sentiment analysis and other parameters (e.g. current page of the user).

6

Agent enters conversation

The agent seamlessly takes over the conversation previously led by the Chatbot, and can view the existing conversation history.

7

Upgrade to Co-Browsing

To solve a more complex problem and achieve visual context, the agent can offer to Co-Browse with the customer.

8

Upgrade to Webcalling or Videocalling

For more a personal, and potentially more efficient conversation, the agent can transition the interaction to a Webcall or Videocall.

9

Problem Solving

With context from Co-Browsing and Webcalling, the agent can guide the customer to a solution in record time. The customer will now be prepared to handle similar situations independently.

10

Feedback

After the support interaction, the customer can provide feedback on the service experience, measured according to the net promoter score.

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