How many customer requests do service agents deal with on a typical day? Countless, right?
How do your support agents choose which cases are critical? By cherry picking from the inbox? How do they keep up pace?
Streamlining support workflows provides a means for escalating cases in a timely and efficient manner. Thus, optimizing case workflows is one of the first keys to optimize support processes for powerful enterprises.
What if crucial cases that need agent's attention the most come to them on their own?
Wouldn't life be much easier if they resolve each case at their own pace?
Guided Mode in ThinkOwl does just that – addresses urgent requests first, thereby resulting in high customer experience(CX).
What is Guided Mode?
Guided Mode is a feature that guides customer support agents through available cases automatically.
It identifies all cases that are not being worked upon by the agents and simplifies agent workflows by drawing out the most important cases to them, one by one.
Using the Guided Mode, agents automatically get access to cases one after the other without continuously navigating the inbox. The agent clicks on the Guide Mode button and ThinkOwl automatically opens the case view with the most relevant case for agents to work on. Once the agent is done working on that case, the next case automatically shows up.
Agents can pause, play, go to the next case or even stop Guided Mode as and when required.
Why work in Guided Mode?
Guided Mode enables agents to choose high-priority cases by bringing them up to the top of the inbox. So, no more decision paralysis for agents when they open their inbox.
It not only directs high-priority ticks to agents' inboxes, but also ensures that all cases receive agent attention. Thus, nothing is left to chance, and agent productivity improves since they do not have to search through the Inbox for cases. They get to work, straightaway.
There are some added advantages to using it too.
Here’s why your agents should work with the Guided Mode on:
- Increases Efficiency
The key to boosting efficiency is to focus on core tasks and use time more effectively. Guided Mode lets the agents invest more time in resolving cases rather than unifying the case queue. This reduces the time spent to resolve the case and save the resources used to assign cases manually.
- Optimizes Workflows
Defining workflows and controlling priority of tasks is vital for resolving service cases timely. Remember, lesser resolution time delights your customers.
- Augments agents' experience
Guided Mode allows agents to explore product areas that they might not even know. This creates a terrific opportunity for agents to improve their skills and product knowledge.
What is an Intelligent Guide?
Diamond Plan users can access Intelligent Guide feature and achieve better service outcomes with the Guided Mode.
Intelligent Guide is a special module that gives account administrators the choice to choose between predefined case attributes such as case priority, escalation level, creation date and time, and due date.
Using these, businesses can create a "queueing rule"- a basic outline for the factors based on which supervisors can prioritize cases in the Guided Mode. So, as soon as users log in to ThinkOwl, the cases are automatically presented to them as per the set queuing rule.
Automatically assigning cases to agents, isn't the only solution for your support process hiccups.
Therefore, while standard Guided Mode makes agents more efficient, the Intelligent Guide makes administrators or supervisors more vigilant. It gives them a bird's eye view of the entire support process.
Working in the Guided Mode Console - what does it mean for you?
ThinkOwl has a Guided Mode Console – a dedicated view of cases in Guided Mode, for supervisors. It enables them to monitor which agent is working on which case in the Guided Mode.
It gives them an overall view of the case assignments at a single spot. Supervisors can also create a list of cases that are a priority and make sure that an agent addresses them.
They can add, remove, or filter cases from this case queue as per the case complexity.
ThinkOwl also predicts best-fit agents for particular cases. The agents first get to view and work upon the case queue from the Guided Mode Console, as these are top of mind for the supervisor.
Now, how do supervisors formulate the conditions for the critical cases to view them in the Guided Mode Console? By setting up the Queuing Rule.
This makes it easy for agents to respond faster to customers.
Here's a quick view of Guided Mode and allied functionalities in action:
In the Guided Mode agents are allowed to bypass a particular case and state a reason or perform some activity on that case for doing so. This reasoning gives supervisors insights about agents' training and development.
Now your support agents can just click on the Guided Mode and switch to smart work mode. Also, you get to manage the case queue better in the Guided Mode Console.
No more hard labor for resolving customer inquiries, shift to smart work.
Want to know more about making the most of Guide Mode?
Sign up for a demo with a member of the ThinkOwl team who can walk you through the feature and its use cases.