Customer Service Suite equips you with tools like Conversation Business Hours, Properties, and Groups to streamline support and optimize workflows. These features ensure teams are available when needed, conversations are efficiently routed, and agents deliver personalized service—all while improving collaboration and response times.
Here’s how these features can optimize your support operations:
- Conversation business hours
Within your organization, diverse teams operate across regions and international time zones. Creating multiple business hours allows you to establish distinct working hours for each team.
Here are some scenarios where you can use conversation business hours:
Team Availability and Scheduling
A company has a customer support team and a sales team. The customer support team has business hours from 9 AM to 6 PM, while the sales team has business hours from 10 AM to 8 PM.International Support Coverage
A company has a support team in the USA and another in India. The USA team set the business hours as 9 AM to 5 PM EST, while the India team set the business hours as 9 PM to 5 AM EST. A customer will be assigned the appropriate regional team based on their location. For example, a customer in Pakistan will be assigned to the India team. If the customer contacts support outside 9 PM to 5 AM EST, they will receive an Away Message, reassuring them that their query has been received and will be addressed during business hours.Holidays
A company uses the Holidays tab to specify non-working days for their team. Customers who contact them on those days will be automatically notified with an Away message.
Learn more about Conversation business hours.
Conversation properties
Attributes or data points associated with customer interactions allow businesses to monitor and analyze conversation metrics. These properties help manage workflows by setting service level agreements (SLAs), assignment rules, and other operational processes to derive actionable insights and improve customer service efficiency. You can also add labels to categorize conversations, helping agents quickly identify and manage them.
Here are some scenarios where you can use conversation properties:
Improving Response Time with Priority:
An admin sets up SLAs, conversation filters, and automations based on a conversation’s Priority property. The customer support team then meets those SLA targets to ensure high-priority conversations are addressed within a specified time frame, improving overall response times and customer satisfaction.
Optimizing Agent Assignment:
A company uses conversation properties like the customer's issue category and preferred language to route conversations to the most suitable support agents automatically. This ensures that customers are matched with agents with relevant expertise and language skills, leading to more efficient and effective resolutions.
Gaining Insights through Analytics:
A business analyzes conversation properties such as resolution time, customer sentiment, and issue frequency to identify trends and areas for improvement. By leveraging these insights, the company can make data-driven decisions to enhance its support processes, reduce recurring issues, and elevate the overall customer experience.
Learn more about Conversation properties.
Conversation Groups
Groups help you organize your teams efficiently. You can create agent groups for departments like Sales, Support, Marketing, and more. Organizing your team into Conversation Groups within Customer Service Suite offers several benefits:
Efficiently route conversations to appropriate teams or utilize IntelliAssign for seamless handling.
Streamline conversation management across various groups using customized inbox views.
Enhance reporting capabilities by leveraging agent groups to gain insights into the performance and dynamics of different teams.
Control scope or access to conversations via role permission and scope.
Learn more about Conversation Groups