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5 Escalation to live agent

Automatically Direct Your High-Value Visitors to a Live Chat Agent

nanoRep's support software aggregates questions from multiple channels in self-service support and help desk interactions and deflects repetitive questions before extracting and escalating the high-value questions to live agents, so they can use their time and expertise more efficiently.

nanoRep identifies and escalates more high-value questions to agents via live chat by learning to answer all your repetitive and low-value questions automatically, thereby deflecting up to 92% of emails and web inquiries and up to 60% of chat inquiries. A question can be moved to a live-chat support agent, transferred to the built-in ticketing capabilities, or transferred to a third-party ticketing system when chat support is closed. Once a chat session has ended, customers can export it to email directly from nanoRep’s widget. Submission via ticket management system software can be done by clicking the email icon at the bottom of the widget.

Support & Live Chat Services to Help Customer Service

The value of transferring fewer calls and repetetive questions to live agents is enormous: since emails and web inquiries will be deflected and answered automatically by our support widget, then you will need to spend less money on live support staff. This way, you will give an excellent customer experience that will be more efficient – and far less costly.

By reducing overhead costs in your support department, you will become free to invest that time, energy and money elsewhere.

Seamless integration with LivePerson chat

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Faster handle-time and FCR

By instantly suggesting answers for visitors and agents to repetitive questions during chat sessions, handle-time is reduced and first call resolution is increased.
 

Escalation of high-value chats

By allowing customers to tag selected questions in the nanoRep knowledge base, “high value” questions will automatically be escalated to live chat with an agent.
 

Key Features

Skill-based escalation

Chats are automatically directed to an appropriately skilled agent based on the visitor's questions and currently viewed web page.
 

Advanced ticketing capabilities

Queries can be transferred to a built-in ticketing system or to a third-party ticketing system when chat support is closed or agents are unavailable.

 
Our investment in nanoRep has had positive ROI from day one and I strongly recommend it to any organization striving to deliver superior support to its customers."

G. Japhet, Founder & CEO, MyHeritage.com

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