Microsoft’s Omnichannel for Customer Service includes many agent productivity aids, in this post I will look at how we can send quick replies and automated messages to customers.
Microsoft have just released loads of cool enhancements to their Omnichannel for Customer Service application! In this post I will review one of my favourite new features … real-time chat translations.
With Microsoft’s Omnichannel for Customer Service you may find it useful to know the location of your customer. Say you have stores all over the country, maybe it would help you to know the closest store to the potential customer. In this post I will explain how to configure GEO location settings in Omnichannel for Customer Service.
airly recently I created a post explaining the concepts of agent scripts and macros within Omnichannel for Customer Service, in that post I also introduced the concepts of slugs. A “slug” being a replacement parameter which allows us inject data parameters into macros etc. Slugs can be really useful to help you personalise how an agent operates, in this post I will expand on the concept of slugs.
Omnichannel for customer service gives us two survey options, one being a pre-chat survey the other being a post chat survey. In this post I will complete a review of the new post chat survey capability.
One really cool feature of Microsoft’s Omnichannel for Customer Service product is the ability to complete a co-browse with your customers. Imagine how useful it would be to be able to easily guide your customers around your website once co-browse is enabled! In this post I will review how to configure and use this feature.
Within Microsoft’s Omnichannel for Customer Service we can configure how sessions open. The product ships with some default templates that may be all you need but in this post I start to explore how you might want to amend session templates.
Omnichannel for Customer Service allows us to integrate SMS with Dynamics 365, in this post I will look at how this operates and how to setup the SMS channel.
Microsoft’s Omnichannel for Customer Service includes the ability to alert your agents when incoming conversations arrive or if someone transfers a conversation to them or someone just wants to consult them about a live conversation. These notifications are as you’d expect a standard feature of Omnichannel for Customer Service but there are quite a few options we can use to tailor how and when these notifications appear. In this post I will explore those options.
Recently I was asked to consider a requirement to route web chats within Omnichannel for Customer Service in a particular way. In this post I explain how I used a combination of Virtual Agents and skills based routing to achieve the requirements.