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Contextual Routing

What is contextual routing?

Contextual routing is the act of assigning a support conversation to the right customer service representative, based on context from the customer’s query. 

Let’s say a customer sends a message with a query that is related to billing. With contextual routing, you can make sure that the conversation is routed to a representative from the billing department rather than a regular customer service agent.

Contextual routing brings data into play while routing customer queries to your customer support agents. It makes the process far more efficient and far less time-consuming than sending your customers hopping across agents and departments till they find the right one.

Essentially, contextual routing helps your customers find the right agent the very first time.

Here’s how it works:

A customer sends a message on your chatbot. Your chatbot pulls attributes and uses rules to decide which agent or department the conversation should be routed to. You can even configure your system to route the conversation to the agent who managed that customer’s query previously.

Benefits of using contextual routing

Contextual routing brings many benefits to the table. Here are a few of the most significant advantages that it offers.

1. Saves time

Contextual routing reduces the bureaucracy in the process. It shows your customers that you respect their time and want to help them get their issues resolved as quickly as possible. By using contextual routing, you are sparing your customers the trouble of wasting time conversing with one agent before they realize that they need to speak with another agent. It also reduces the amount of time that your customers spend waiting on hold while the conversations are transferred to other agents.


2. Increase First Contact Resolution Rate

If your system directly sends the conversation to an agent who is equipped to handle and resolve it, the need to transfer conversations or get back to customers after checking with another person within the organization is eliminated. It could cause your First Contact Resolution Rate to go through the roof.


3. Spike in agent productivity

When your agents don’t need to spend time conversing with customers who would anyways have to be transferred to another agent, they get to handle more of the customers whom they can actually help, raising their productivity levels.


4. Increased customer satisfaction and loyalty

When you answer your customers’ questions in the first go, their satisfaction levels rise. They become more loyal as well because they realize that if they stick with you, they won’t be left in limbo when they face issues, they know that they’ll get answers immediately.

What happens if you do not use contextual routing?

If you don’t use conditional routing, your customers will be left to fend for themselves. They’ll have to suffer being transferred across multiple agents and departments till they find the one that can resolve their issue. 

That causes a high level of frustration which could lead to a higher churn rate. But that’s not all, they might even complain about this experience while talking to their friends and family, tarnishing your reputation.

Additionally, if your agents have to spend time conversing with customers who anyways need to be transferred to another agent or department, their productivity level fall.


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Contextual Routing

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is contextual routing?

Contextual routing is the act of assigning a support conversation to the right customer service representative, based on context from the customer’s query. 

Let’s say a customer sends a message with a query that is related to billing. With contextual routing, you can make sure that the conversation is routed to a representative from the billing department rather than a regular customer service agent.

Contextual routing brings data into play while routing customer queries to your customer support agents. It makes the process far more efficient and far less time-consuming than sending your customers hopping across agents and departments till they find the right one.

Essentially, contextual routing helps your customers find the right agent the very first time.

Here’s how it works:

A customer sends a message on your chatbot. Your chatbot pulls attributes and uses rules to decide which agent or department the conversation should be routed to. You can even configure your system to route the conversation to the agent who managed that customer’s query previously.

Benefits of using contextual routing

Contextual routing brings many benefits to the table. Here are a few of the most significant advantages that it offers.

1. Saves time

Contextual routing reduces the bureaucracy in the process. It shows your customers that you respect their time and want to help them get their issues resolved as quickly as possible. By using contextual routing, you are sparing your customers the trouble of wasting time conversing with one agent before they realize that they need to speak with another agent. It also reduces the amount of time that your customers spend waiting on hold while the conversations are transferred to other agents.


2. Increase First Contact Resolution Rate

If your system directly sends the conversation to an agent who is equipped to handle and resolve it, the need to transfer conversations or get back to customers after checking with another person within the organization is eliminated. It could cause your First Contact Resolution Rate to go through the roof.


3. Spike in agent productivity

When your agents don’t need to spend time conversing with customers who would anyways have to be transferred to another agent, they get to handle more of the customers whom they can actually help, raising their productivity levels.


4. Increased customer satisfaction and loyalty

When you answer your customers’ questions in the first go, their satisfaction levels rise. They become more loyal as well because they realize that if they stick with you, they won’t be left in limbo when they face issues, they know that they’ll get answers immediately.

What happens if you do not use contextual routing?

If you don’t use conditional routing, your customers will be left to fend for themselves. They’ll have to suffer being transferred across multiple agents and departments till they find the one that can resolve their issue. 

That causes a high level of frustration which could lead to a higher churn rate. But that’s not all, they might even complain about this experience while talking to their friends and family, tarnishing your reputation.

Additionally, if your agents have to spend time conversing with customers who anyways need to be transferred to another agent or department, their productivity level fall.


Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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