Future of CX

How to address the most complex customer queries in real-time

Jeremy DSouza
Jun 14
3-4 mins

Table of contents

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Complex customer queries

It’s 6:00 PM and you’re laying the finishing touches on a major project. It’s imperative that you have it ready by 8:00 PM. Everything's going well, when suddenly the system crashes.  

You call customer support; but the line’s busy. You send an email; but lose your patience waiting for a response. Now you’re left tugging your hair in frustration and praying for a miracle.

Sounds familiar? Now imagine the frustration that all your customers go through in their attempts to reach you. And 9 times out of 10, the customer complaints could be solved really easily.

How to automate easy customer queries?

The vast majority of your customer questions are repetitive in nature. You don’t need a designated agent handling them. The repetitive, monotonous queries can be handled with conversational automation chatbot.

These intelligent chatbots can take care of the most common customer questions, offering you 2 major benefits: firstly, your customers won’t have to wait for ages before getting their issues resolved, and secondly, your agents don’t get subjected to a continuous barrage of the same questions. It’s always a good idea to keep your customer facing employees happy.

But now, those complex queries. How do you solve those?

How to answer the complex customer questions?

What happens when a customer has a really complicated question?

Are you going to say something along the lives of, “Please call us on this number”? Or maybe, “Please send us an email, we’ll get back to you as soon as possible”?

Firstly, they have no interest in switching channels; it’s way too much effort. Secondly, calling someone up can feel intimidating, not to mention the fact that the hold time will wear their patience thin. Thirdly, it's too much of a task to type out a structured email.

So, what do you do about it?

Enter live chat

A live agent is equipped to deal with the most complex of customer questions. But, when it comes to a phone call, it takes way too long for the customer to get a response. Here’s where live chat comes in.

It enables your customer to converse with a live agent and get those complex issues resolved over the same channel. They don’t need to switch to another channel and spend more energy. It’s simple, it’s seamless, and it’s easy.

But that’s not all. Live chat has another major advantage -



On a phone call, one agent can speak to only 1 customer at a time. So, as a business, you’re faced with two choices; either hire more agents or force your customers to wait longer periods of time to get their issues resolved. And both those choices will cost you a small fortune.

Live chat gives you one significant advantage: the ability to handle multiple conversations simultaneously.

Your live agent can chat with multiple users simultaneously. Now, the customers don’t need to be subjected to long waiting times and don’t need to deal with a message that says, ‘Please hold. Your call is important to us. You are 27th in line’.

So, now you’ve got a way to scale your customer service up and resolve issues and complaints quickly. But, there’s still one thing you need to keep in mind.


Don’t make your customer repeat themselves.

The worst mistake you could make would be to force your customers to repeat themselves. They just had a conversation with your bot, now don’t force them to have the same one with your agent once again.

The contextual handoff needs to be seamless. Your agent should be aware of the entire conversation they’ve had with your chatbot.

Your agents need to have access to the entire conversations history for that user. They need to have context in order to serve your customers better.

Engati offers them that context. On Engati, your live agents will be able to see exactly what they told your intelligent chatbot. They’ll know what your customers are dealing with and will be able to solve these complex problems they’re dealing with, without subjecting them to the frustration of repeating their conversation.  

Get started with Engati Live Chat

Solve all your customer questions, simple and complex with the perfect marriage of automation and humanity with Engati Live Chat.

Try Engati for free today!

Jeremy DSouza

Jeremy is a marketer at Engati with an interest in marketing psychology and consumer neuroscience. Over the last year he has interviewed many of the world's brightest CX, AI, Marketing, and Tech thought leaders for Engati CX.

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