Sometimes, your agents may face questions that they may not know the answer to. So they’d transfer the call to another agent who’d be better equipped to answer that query. In such a scenario, there is always the catch that the next agent might not comprehend the situation entirely, and the customer may have to end up repeating everything. To ensure that this does not happen, you can use call notes to give context about the situation to the next agent.
Feature name: Call notes
How to use: Jot down key conversation points in the ‘call notes’ box. When you transfer the call, the notes will get transferred simultaneously.
Solves for: Contextual conversations, Reduced wait time.
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