The online customer service processes are different in every company but there are some similarities by which we advice to work on in the Threads module.
User A reviews new threads manually, assigns them to other users in the "New" tab and ignores unwanted threads,
User B gets the notification about assigning and goes to the assigned thread in "In service" tab
User B tags thread and replies on it. He can also for example:
- add a note,
- add the mention author to the database, if needed,
- reassign a thread to another user.
User B closes thread with the proper status.
All users have their own project set (for example, projects distribution can be based on sources, so one user can serve threads from Facebook and the other one from Twitter),
Each user can open his project and reply to threads in the "New" tab (or tag/ignore them) - when he replies, the thread is assigned to him automatically and goes to "In service" tab.
User A waits for a new thread on "In service" tab,
Routing functionality assigns new thread automatically when he doesn’t have other threads in service. Then, he can address the assigned thread directly from the tool.
How company, teams, and users work is really up to the process you set. SentiOne tool makes it possible to adjust functionalities that support flow required by our client.
Updated almost 2 years ago