Managing Tier 2
While general queries from Momo Group’s website visitors were handled easily, they were unable to provide sustainable technical support. That’s why we introduced smooth escalation of such queries from Tier 1 to Tier 2 live chat agents. By dividing these queries at an early stage, quick response and resolution was guaranteed.
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Regular maintenance of
Speaking of response time, knowledge banks played a significant role in improving them.
Live chat operators saved time on searching for specific answers by consulting the
knowledge banks that had been designed for maximum convenience. The explanation
presented to the customer was of a higher quality too.
In this case study, you will learn how we:
- Conversion rates may be increased by proactive chat windows
- Live chat strategy is designed with room for future objectives
- Tier 2 support is created and equipped to resolve technical queries
- Knowledge banks are updated to accommodate new information
- Live chat support is adjusted for website traffic at different hours