Daktela allows you to connect multiple Facebook accounts, each with its own individual queue. The number of Facebook queues is unlimited, and it is possible for contact center agents to manage multiple different Facebook sites at the same time. In each Facebook queue you can add different agents, set priorities or handle strategies.
Facebook Messenger Channel for Business
Powerful communication channel which should form a part of any organisation’s customer contact strategy.
The Daktela solution allows your contact center agents to communicate directly with your customers via Facebook. Customers can also contact your company using Facebook Messenger or send a private message which is then handled by the designated contact center agent. You can then choose the person who handles these enquiries within the contact center.
BASIC FEATURES
Mobile phones
The Daktela Facebook Messenger application is compatible with all smart phones and your customers can use it as a simple and modern communication channel with your company. Sending messages only uses data connection and therefore does not incur call charges.
Attachment and picture support
Daktela Facebook Messenger supports sending attachments both ways. Your customer can take a picture on their mobile device and send it by one click via Facebook Messenger to your contact center team.
Chat status code
In every Facebook queue you can set up your own status reason codes. Your agent can then choose the most appropriate code that they will enter upon leaving the chat. Based on this input, you can evaluate the most common areas and types of questions.
Transcripts
All Facebook Messenger communication transcripts are saved automatically to the customer’s communication history. Once saved in this way you can use our text search feature to retrieve pertinent information within the transcript.
Transfer and consultation
Facebook Messenger Chat agents can transfer the chat to another agent, or invite another team member or a team leader into their Facebook message chat for consultations.
Processing multiple chats at the same time
The Daktela Facebook Messenger Application allows you to handle multiple messages simultaneously. You can set maximum concurrent messages for each agent according to their ability. If you have it configured, you can even make or receive calls during your work on Facebook Messenger.
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ADVANCED FUNCTIONS
Processing multiple Facebook Messenger accounts
Facebook chat reports and statistics
Daktela provides a wide range of predefined Facebook chat reports which are calculated immediately. There are tools like real-time panel or LCD wallboard, which enable the use of predefined wallboard widgets to build perfectly customized wall boards. The most commonly utilized reports are, for example, the number of Facebook chats in various queues, the length of the chats and the individual performance of agents.
Integration with Helpdesk and CRM
Daktela’s Facebook Messenger Application is integrated with our CRM system and helpdesk. The agent is able to view the complete customer communication history across all channels at the beginning of the chat. The agent is able to assign the Message to an existing helpdesk ticket or create a new one. A chat transcript is then added to the customer’s communication history when the conversation is finished.
Facebook Messenger chat to your website
Facebook Messenger is a great option for communicating with your customers on your website. After clicking on the icon in the corner of your website, a chat window will open and visitors can easily start communicating. You can add your Facebook Messenger chat by downloading the Facebook Plugin. Find out more here.
