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Talkdesk Omnichannel: Admin Guide

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Talkdesk Omnichannel provides integrated customer support through SMS, live chat, email, and many other social media and messaging apps including Facebook Messenger, Twitter, WhatsApp and more. Agents have quick access to customer profile information, ensuring a responsive, personalized experience.

 

Talkdesk Omnichannel also delivers:

  • Social listening - Broad coverage and listening capabilities of all social media channels to help contact centers respond immediately to urgent posts and quickly resolve issues. Using defined keywords or hashtags as triggers, social media posts are automatically routed as an inbound contact and prioritized for immediate resolution.
  • Chatbot builder - Instantly build a bot, powered by Talkdesk iQ, to automate routine customer inquiries and issues with the ability to identify when a live agent is needed to optimize customer service.
  • Reporting - Gain complete understanding of your team’s performance with centralized reporting across all interaction channels.

 

Settings Section

To enable Talkdesk Omnichannel for your account, please contact your CSM or Talkdesk support team (support@talkdesk.com).

Once Talkdesk Omnichannel has been enabled for your account, you can access and adjust Settings of Talkdesk Omnichannel through the 'Settings' menu item placed in the top right menu.

Settings are grouped into Account, Channels, Chatbot, Users, Knowledge base, Email alerts and Tags sections.

You can find the menu on the left side of the Settings section:

Omnichannel-Care_Section.png

Note: Only admin users have access and the ability to change the Settings

 

Getting Started

The first step in getting started using Talkdesk Omnichannel is connecting your channels.

To do this, go to the settings/ Social Channels where you can see the list of available channels to connect:

Omnichannel_-_Social_Channels.png

You can connect to the following channels: 

  • Facebook
  • Twitter
  • Instagram
  • Vkontakte
  • Google Play
  • Apple Apps Reviews
  • Youtube
  • Google +
  • LinkedIn
  • Line
  • Telegram
  • Viber
  • RSS
  • WeChat
  • Email Ticketing
  • Keyword-Based Monitoring

Some of the accounts can be listened to (even your competitors) however, you must have admin rights to respond on your pages.

 

Build up your team

Once you’ve added your channels, you can start adding your team to help with the incoming posts.

To do this, go to Roles to determine what your users can do and see in Omnichannel:

Omnichannel-Roles.png

The default is Manager or Agent. Adjust the permissions you’d like each group to have by clicking the pencil icon:

Omnichannel-_Edit_Role.png

Eg. The following setup means that the agent with this role will have access to Care and CRM section and can reply and hide comments on Facebook and Twitter as well as reassign to someone else and reply on Live chat:

Omnichannel-permissions.png

Adding new users

You can now start adding new users:

Omnichannel-Add_agents.png

Select Agents. Click on ‘Add new user’:

Omnichannel-New_Agents.png

Fill in the details, select role type (this automatically gives them the permissions you chose for their role), and save the new user. The agent will receive an email with login details.

You can add users to various teams based on the types of posts they work with:

Omnichannel_Teams.png

 

Adjust Intelligent Routing and goals 

Customer care is about responding to the customer in a timely, relevant manner.

In the digital world, speedy responses are even more important because they are often public and seen by all.

Your agents will be more efficient with the help of our Intelligent Routing which automates the routing of posts. Set up the routing by clicking on 'Edit routing rules' for each team:

Omnichannel_Routing_one.png

Once there you can choose multiple filters that affect the queue the agent will see. Agents will not receive anything that does not meet the filters when clicking the get post button.

Omnichannel_Routing_2.png

For the Facebook team, we have set up the Facebook with the highest priority. Once they are done with answering inquiries from there, they will receive Tweets. This is how we split the demand equally across the teams.

Omnichannel_Routing3.png

Click SLA to set up your agent’s goals. General goals are for all users on all channels. Each channel can also have a different goal.

Once agents are set up, a new Omnichannel section will be displayed in their Talkdesk main web application:

Omnichannel-Main.png

And Callbar:

Callbar-Omnichannel.png

Your agents can now start using Talkdesk Omnichannel.

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