Okay, you’re all set. You’ve hired some sparkling customer service reps and sales folk with great experience and winning personalities. You’ve got Olark on your Web pages and you’re ready to go.
What next? Organizing your team into well, a team. Sounds simple and sometimes it is if your business only requires an operator or two to handle all the sales and customer service inquiries. But if you’ve got a high traffic site with quite separate areas for technical support, sales, developer support or any other variations, it becomes vital to organize in such a way to get the proper live chat operators connecting with the right site visitors.
Olark has a solution in one word: Groups!
By using Groups you can designate chats originating on specific pages to go to only members of a specific group.
For instance on a page dedicated to sales info you might want only your crack sales team folks to get chat requests, and your tech support guys to get the how-to questions from your help page(s). Or perhaps your CEO has offered to participate (we highly recommend as a best practice everyone in your company playing a role in interacting directly with your customers) but doesn’t want to get flooded with tech support chats – so you can segregate him/her to a special “Chat with the boss” page. Use your imagination.
So how do you accomplish that?
In your Olark Dashboard in the Operators tab (where you’ll set up your sales and support reps with their operator accounts) you’ll find a button to “create groups”
Be brave and click on “Create Group” to create your first group.
The Group is created as “New Group” (creative, eh?) but you can name it anything you like right away by clicking on the edit icon next to the default snappy name.
You can add as many of your operators to a group as you like by clicking on the add to group drop down menu which will show all your current operators (ops can be members of multiple groups of course, if that fits your schema).
A small snippet of code (seen in the gray box above) is automatically generated, which you can copy/paste to place on the page right below the Olark chat code. Put that in place and you’ve got team organization, baby!
Team organization via Olark Groups; as simple as pie.
