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Back to the previous post in the series: Chatting in multiple languages

Olark Best Practices – part 6:  Groups

When your organization is of sufficient size that you have separate teams of support and sales folks getting very specific and granular about the types of queries they deal with it’s  a good idea so utilize Olark groups for routing. It may be as simple as Sales chats go to the Sales team and Tech Support chats go to the tech dudes. Or it may be as granular as a phone support site wanting to segregate phone support by model:

  • Nokia  (ops: Bill and Matt)
  • Samsumg (ops:  Ben and Nathan)
  • Iphone  (ops: Danielle and Roland)
  • Blackberry  (ops: Bert)
  • Sony (ops: Brandon and Zach)

There are two ways to do this with Olark

1. The olden way via copy and pasting the groups code onto specific pages of your site (moderately easy).

2. The newish way of setting Targeted chat rules to lock chats to specific groups via URL (incredibly easy).

You can find info on doing this in our previous article about Groups

A couple of things to remember about the way groups work:

1. If you have a page that routes chats to group A and no members of group A are online and available (yet members of Group B and C are), the chatbox on the page specified to go to group A operators will become an offline messaging form box. This can be slightly confusing at times as visitors may not understand why they get an offline message box on the Ferrari page, but the  Porsche page is still offering live chat.  We’re working on a solution to that but in the meantime it’s best to work this info into your operator training so they’ll be aware of sometimes slightly confused customers.

2. The offline message form box on each page is the same for all pages on your site, so routing of support email to the proper support person will still require hands-on management.

http://www.olark.com/blog/2012/the-art-of-excellent-customer-service-101-%E2%80%93-organizing-your-live-chat-teams/

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