Do you know that eGain’s Conversation Hub can be configured to record specific agent preferences for each customer profile? When a customer has a preferred agent, activities can be routed to that agent, who is already familiar with the customer’s case, history, and details, ensuring personalized service. Not only that, but the system can also intelligently manage routing based on the agent’s availability and login status.
For email and social activities, agents have the option to designate themselves as the preferred agent for any future conversations with that customer.
For chat and conversation hub activities, the last agent is automatically set as the preferred agent; however, depending on the system configuration, agents can set themselves as the preferred contact or remove themselves if needed, providing flexibility in managing customer interactions.
With these features, we’re not just meeting customer needs, we’re building lasting relationships.