What is CS Desk?

CS desk is a platform that provides fully managed and visual monitoring of the chat and workload of customer service staff. The CS manager can directly identify situations that require coaching assistance, quickly retrieve the content of the conversation, and provide direct guidance to the agents who need help.

Customer Service Desk

Key Features

Customer Value Identification

Help CS agent to decide if need to take any exceptional action.

Customer Sentiment Analysis

Identifies the customer emotion during chatting, extracts keywords and tag the scene of the conversation automatically. Notification of long-time chats, escalated request reminder.

Agent View and Tracking

Automatically loads the business data based on chat message send by user, including Sales Orders, Packages, RMAs, and etc. The Integrated CS assistant, which also can help with agents for further information retrieval, such as support more carrier tracking trace.

History Search

Search conversation history for multiple conversation types, including chats, emails, voice and SMS. Get insights from statistics during the history searching.

Real Time

Real Time Monitor Dashboard

We can identify who is available for now if a customer needs to be transferred.

It also tells us how many customers are waiting in real time.

Real Time Chat Monitor

Real-time Chat monitor allows agents / coaches to quickly see what is happening across multiple conversations.

For agents, to quickly get information about the customer for the current conversation and inform their decisions.

For agent coach, to get alerts immediately when an agent may need assistance.