Project Description
Open Up
網上輔導平台
「Open噏」是一個專為年青人而開拓的網上輔導平台,透過instant messengers與年青人溝通,陪伴他們一起面對來自學業、家庭、朋輩相處、工作的壓力及困擾。
Messenger Based Contact Center Platform
Customer end
- Live chat with CS using instant messengers
- Supports WeChat, Fb Messenger, web chat, SMS/MMS
- Supported message: text, voice, photo, video, doc etc.
- Chat Bot to serve basic customer enquiries
CS staff end
- Auto assign customers to available CS staffs, according to the enquiry type, chat language, customer priority
- Toolkit (e.g. CS guidelines, reference link, answer template) for answering customer enquiry
- Auto convert voice message to text (support keyword search, data analysis)
- Away from keyboard function to pause auto cases assignment
- Call for supervisor’s help, private chat with supervisor
- View customers’ enquiry history
- Update customer profile
- Connected channel, send preset messages at specific time
Supervisor end
- Dashboard for all current chats, customers in queue, chat duration and queued time
- Notification of issues to follow up, e.g. urgent help request from CS staffs / queued time too long / too many customers in queue
- Check all live chat contents and chat history
- Manually assign / transfer customers to any online staff
- Join the conversation if necessary
- Set Away from keyboard status for CS staffs