If you're a Triptease customer you'll know that you can see the full list of everything our product team is getting up to by clicking on the Updates tab in the Triptease Platform. But we always like to share the highlights on the blog too because we're nice like that...
Prioritise conversations correctly with Your Queue
Product: Front Desk - Date: Thursday 12th July
One of the principal aims of Front Desk is to help get the right answer to your guests quickly. That’s why we’ve redesigned the message inbox and launched a new feature in the Agent Portal called Your Queue. It’s a pop-up panel that displays all the conversations that have been assigned to a particular Agent.
These are sorted in priority order based on the likelihood of the reply reaching the guest. This will help Agents to prioritise and understand which customers they should answer immediately, and which can be dealt with later on.
Agents frequently answer the customers who have been ‘waiting longest’ first. This is the wrong way around. What they should do is answer any guest that is currently online first - it’s unlikely that those who have been waiting longest are still on your website to receive the response.
To help them do this we now display Online visitors at the very top of the conversation queue. If they have clicked to view All conversations they will still see a notification that lets them know visitors are online and waiting for a response.
Agents will now be able to start at the top of the queue and work their way down, knowing that they are dealing with the customer who needs their attention most urgently first. This should mean more messages being answered while the customer is still online, more conversations being completed, and more guests booking on your website.