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Elevate Your Conversation Management with Automated Allocation

Contemplating automated allocation for your enterprise? You’ve come to the right place! In this guide, we’ll elucidate what auto assignment entails, juxtapose it with manual allocation, and impart techniques to augment team productivity and client correspondence. We’ll also delve into the importance of dependable software for auto allocation and introduce indispensable best practices for its configuration.

What is Automated Allocation?

Auto allocation is the process of autonomously dispersing inbound conversations to the appropriate agents within a team. This dynamic method obviates the necessity for manual intervention, enabling swift and efficient allocation of conversations based on predefined criteria.

That being said, let’s examine the disparity between manual and auto-allocation.

Automated Allocation vs Manual Allocation

Two frequently encountered conversation allocation methods exist: manual and automatic allocation. Below, we’ll delve into when manual allocation is employed and elucidate why automatic allocation is imperative.

When to Employ Manual Allocation

Manual allocation is a methodology where managers distribute conversations devoid of established rules, relying on human judgment. This encompasses allocating conversations based on their knowledge of available resources, agents’ skills and expertise, task urgency, and other pertinent factors.

Smaller companies receiving limited volumes of inbound conversations or those in their initial stages often adopt this allocation approach.

When should businesses use manual assignment?

However, as conversation volumes surge, businesses encounter challenges such as uneven conversation distribution among agents and difficulty tracking assigned and unassigned conversations. Consequently, businesses aiming to scale their messaging operations must transition to automatic allocation.

Benefits of Employing Automatic Allocation

Enterprises employing auto-allocation leverage automation to allocate conversations based on predetermined rules or criteria. This approach proves particularly advantageous when businesses contend with high message volumes and maintain multiple teams of agents.

One of its merits lies in its remarkable capacity to diminish error rates. In contrast to manual allocation, which can be susceptible to oversights such as missed conversations or incorrect agent assignments, auto-allocation ensures heightened precision.

Auto assign: Why use auto assignment?

Additionally, an auto-allocation process can be tailored to ensure equity and adherence to predefined rules, culminating in a more balanced and impartial conversation distribution among agents. As conversations are allocated instantaneously, agents can wholly concentrate on delivering prompt and effective responses to customer inquiries and issues. Simultaneously, managers can allocate their time to higher-value tasks like reviewing conversations, refining workflows, and training agents.

Strategies for Automatic Allocation Based on Use Cases

In this segment, we will expound on methods to optimize automatic allocation to suit the specific needs and priorities of a given team or customer base. If you have multiple teams, you’ll need to implement chat routing strategies prior to delving into auto-allocation strategies.

That said, let’s delve into the recommended auto-allocation strategies based on team function and customer status.

Automatic Allocation Logic Based On Team Function

Efficiently assigning conversations to the appropriate agent within a team ensures customers engage with the most adept agent for their specific case. Below, we’ll elucidate the auto-allocation logic you can employ based on team function.

Auto Allocation Logic for Sales Teams

Sales teams view contacts as leads. As each conversation represents an opportunity for sales agents to convert leads and earn commissions, equitable conversation distribution among team members is paramount.

Lead assignment: Assign round robin for equal lead distribution

To achieve this equilibrium, round-robin allocation proves an excellent strategy. This method guarantees leads are distributed equally among all sales representatives, affording each agent an equitable chance to convert leads into customers.

Auto Allocation Logic for High-Quality Support Teams

Companies that regard support teams as a competitive advantage strive to provide exceptional support experiences. To swiftly connect customers with an agent capable of resolving their issue, allocate incoming conversations to agents with the fewest ongoing conversations.

Auto-assign conversations based on agents’ workload to enhance customer experience

This approach bestows upon agents a manageable caseload, enabling them to focus intently on each interaction. Consequently, customers receive expedited responses and resolutions, heightening customer satisfaction.

Auto Allocation Logic for Low-Cost Support Teams

For companies viewing support teams as a cost center, cost reduction assumes paramount importance. In such scenarios, support agents often handle multiple conversations concurrently and are encouraged to expedite resolutions.

Assignment rules: Auto Assignment logic for low-cost support teams

Given the overarching objective of cost savings, the optimal automatic allocation method involves round-robin allocation with a condition to assign conversations solely to online agents. This approach ensures conversations are distributed uniformly among available support agents, harmonizing seamlessly with the primary goal of efficient resource allocation.

Auto Allocation Logic Based On Customer Status

Certain businesses can benefit from automatic allocation logic contingent on customer status, as it enables the delivery of personalized support experiences. Let’s elucidate some of the allocation logic you can enact.

Auto Allocation Logic for New and Returning Customers

When a customer reaches out, there are two potential scenarios: they may be a new customer or a returning one.

In light of this, businesses can assign new customers to new agents and route returning customers with an interaction history to the previous agent responsible for their case. This empowers agents to forge stronger relationships with existing customers, gaining deeper insight into their needs and preferences. Consequently, customers experience more personalized and efficacious support.

Auto assignment logic for new and returning customers

Assignment Logic for High-Value Customers

High-value customers wield substantial influence on a business’s revenue. Recognizing this, businesses eager to prioritize them can assign high-priority customers to a dedicated agent. This strategy ensures high-priority leads and customers benefit from a primary point of contact for all their needs. The agent collaborates closely with the customer, comprehending their objectives and providing tailored guidance and support.

Assignment logic for high-value customers

By now, you should be equipped to determine which strategy best aligns with your business objectives. However, to implement an automatic allocation strategy tailored precisely to your operational needs, a software endowed with robust automation capabilities is essential.

It should empower you to construct auto allocation workflows encompassing a multitude of strategies, regardless of the complexity of your operations. With that in mind, let’s turn our attention to how Leadshouse can facilitate the realization of your desired auto allocation strategy.

Automatic Allocation: Robust Platform for Intricate Operations

Leadshouse is a digital marketing agency that facilitates the integration of all communication channels your customers utilize. This encompasses instant messaging channels like WhatsApp, Instagram, Facebook Messenger, and Google Business Messages, alongside conventional channels like email, webchat, and SMS.

It enables you to furnish customers with a genuinely omnichannel experience, dispatch broadcast messages across multiple channels, monitor agent performance through comprehensive reports, and most importantly, construct advanced automation.

Leadshouse: Streamline processes in one visual workflow automation builder

With Leadshouse’s Workflows, you can engineer automation for intricate business processes using an intuitive visual automation builder. Whether starting from scratch or leveraging templates, you can apply any of the strategies discussed earlier, complete with advanced configurations like exclusively assigning conversations to online agents and setting maximum conversation limits per agent.

Now equipped with an understanding of what Leadshouse brings to the table, let’s delve into some best practices to uphold customer expectations when constructing your automatic allocation workflow.

Auto Allocation Best Practices for Managing Customer Expectations

Establishing accurate expectations can considerably enhance customer satisfaction during wait times and mitigate the adverse impact of unfulfilled expectations. Diligently implementing these strategies not only augments overall customer satisfaction and experience but also minimizes the detrimental effects of unrealized expectations.

Auto assignment: Best practices to manage customer expectations

Auto Allocation: Assigned to Agent Message

Occasionally, agents may require a few extra minutes to respond after a conversation has been automatically assigned to them. However, without context, customers might exit the conversation assuming no one is attending to them.

This can be rectified by simply dispatching a message notifying the customer that the conversation has been assigned to an agent. The message should include the agent’s name and the anticipated response time. 

Assign agent: Send assigned to agent message to inform customers of their assignment status

By doing so, you provide reassurance to customers, assuring them they will soon engage in a conversation with a human agent. Consequently, they are more inclined to await a response patiently.

Auto Allocation: Business Hours Away Message

Not all companies operate around the clock. While some regular customers might be cognizant of your business hours, others may not be. To address this, it’s imperative to apprise customers of your unavailability when they reach out beyond your business hours.

Auto assigned: Send away message when businesses are unavailable

Your message should encompass your business hours and the anticipated response time. This keeps customers informed and helps mitigate potential frustration during wait times. Furthermore, it assures customers that they will receive support from agents as soon as assistance becomes available.

Auto Allocation: Overcapacity Message

When agents are operating at maximum capacity, the assignment of conversations to an agent may take longer than usual. Consequently, customers might prematurely exit the conversation, assuming they won’t receive the necessary support.

To address this, dispatch an overcapacity message informing them that you are currently experiencing a high volume of inquiries. Your message should include an apology for the delay, an update on their position in the queue, and an estimated response time. 

Automatic assignment: Send overcapacity message when agents are at maximum capacity

This assures customers that their concerns are acknowledged and not overlooked. By comprehending the underlying reason for the wait, customers gain context, which often proves pivotal in preventing them from abandoning the conversation prematurely.

As illustrated, it is pivotal to employ the right strategy and implement best practices to automatically allocate conversations effectively. Above all, you need software that empowers you to engineer automation for complex business processes.

If you seek help with robust customer conversation management, then Leadshouse is the solution for you. Experience the power of automation like no other platform, visit our website today!

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