Project Description

Open Up


「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