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DigiDesk has a wide range of real-time widgets and reports, used to track the volume of inbound chats, the number of chats connected, queued, answered, missed and abandoned.
Monitor a range of real-time Key Performance Indicators (KPIs), to include total chats, chats answered, chats missed, average chat duration and SLAs… all broken down by individual agent.
Agents can review details on the Live Chat journey, customer record, conversation history, and any notes attributed to the customer. Chats can be tagged and marked as complete.
Different chat types can be intelligently routed to specific teams and agents, with the highest skill setting. Agents can manage multiple simultaneous Live Chat sessions, across multiple accounts.
Agents benefit from a preview of customer typing and have the ability to choose from a range of auto replies or short cut responses. Supervisors can monitor all Chat sessions in real-time
A full audit trail of all customer chats and agent responses is available, with agent and performance reports. All reports can be viewed online, as PDF or CSV and delivered via scheduled reports.
In this case study, we’ll discuss why Eaglemoss chose to work with Comdata, and how, by using the DigiDesk platform, they were able to respond…
The Money Advice Trust needed to deploy a post-call IVR survey for over 100 advisors. They required an automated survey, with five questions…
DigiDesk manages customer interactions across Voice, Email, Chat, WhatsApp and Social Media channels, and features a range of integrated digital solutions to enhance the customer experience.
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We’re offering a 30 day free trial of DigiDesk’s Tustpilot Review Management solution, with no hidden fee’s or obligations.
