Introducing ‘Private Messaging’ to Strengthen Your Enquiry Management

Are you a fan of team sport like Football, Cricket, Baseball, or Rugby?

Let’s go with Football for now. Have you ever noticed the subtle hand gestures between the players to indicate where they are going to pass the ball? The crowd is unaware, but that secret signal lets the players co-ordinate and communicate their message with one another without shouting out loud.  

Wouldn't it be great if your customer support team had a similar secret "signal" or way to communicate and strategise while assisting the customers? That's what private messaging among staff can do while handling customer enquiries.

‍What is Private Messaging?

Think of private messaging like a hidden walkie-talkie system just for your internal team. While dealing with customer enquiries in CINNOX’s chatroom, your team members can chat with each other, share ideas, and ask for help - all without the customer knowing. It's a secret collaboration tool residing within CINNOX Chatroom, a place where your team can quickly and quietly discuss the best way to help the customer, all while handling customer enquiries in real-time. ‍

Key Features of Private Messaging

Our newly introduced feature, Private Messaging, serves as a catalyst for fostering this silent collaboration. Let's decode how it adds value to your team's journey:

1. Seamless and Efficient Collaboration

Private Messaging eliminates the need for cumbersome switching between screens or applications, offering a sleek, in-app messaging platform. With Private Messaging your staff members can converse discreetly to verify customer details, or check related details etc.

2. Lightning-Fast Problem Solving

With easy access to the collective wisdom of your team, finding solutions for customers has become a swift, streamlined process.

3. Discreet Mentoring

It facilitates real-time guidance, allowing senior staff to mentor juniors during live interactions without compromising customer experience.

4. Streamlined Workflows

It minimises distraction, enabling staff to focus on customer interactions, reducing the response times and making the workflow smooth.

5. Effective Knowledge Transfer

Did you know that 35% customers attribute good experience to interacting with knowledgeable agents? That’s not a number to be sidelined. Unknowledgeable agents can break a business as easily as an expert agent can make the most of it. Private Messaging can be considered as an handy encyclopaedia for agents, empowering them through team intelligence to learn and grow together, without limitations.

6. Private Note-taking

It aids in documenting insights or action points from the internal discussions, fostering clear recall and future reference.

‍A Versatile Tool Across Industries

While Private Messaging has universal appeal, its impact is exceptionally profound across certain sectors:

1. KYC in Financial Services Industry

In this sector, swift verification of customer identity and cross-verification of documents can be a game-changer. From opening a new savings account with the bank to applying for loans or credit card, customer support personnel from the bank can quickly switch to Private Messaging mode to verify customer information with internal team members without leaving the chatroom. Private Messaging allows teams to collaborate and respond to customers with unmatched speed and efficiency.

2. Virtual Tours and Follow-up Questions for Real Estate Industry

It's quite common for real estate agents to offer virtual tours of properties to buyers who are vetting a property before committing to a physical visit. If a buyer has more questions regarding the property, they can always get in touch with the same agent using CINNOX’s dedicated chat link for that agent. Using Private Messaging, the agents have the flexibility to collaborate with their colleagues to answer questions regarding the property, strategizing negotiations, or even guiding juniors on customer interaction techniques.

3. Tourism  

If a customer holds a frequent flyer membership of an Airline and gets in touch with an Airline’s support agent to seek clarity on his membership points redemption, the customer support agent can quickly add a colleague to the chatroom and gather all relevant information regarding the customer’s membership before switching back to Chat mode and answering the customer.  

Furthermore, this ability to swiftly resolve customer enquiries related to bookings, packages, or even itineraries is a boon that Private Messaging brings to the table.

4. Emergency Response Centre

Consider the scenario of an emergency centre hotline. When an individual dials in with an urgent situation, the responder can swiftly initiate a Private Messaging conversation with necessary medical personnel or dispatch teams. This allows them to simultaneously comfort and provide instructions to the caller without putting them on hold or waiting for the call to be transferred to an expert during emergencies. Whether it's quickly deciding on the best hospital for a specific case, collaborating on urgent rescue missions, or even discussing medical history or precautions, the ability to have a simultaneous private conversation aid in rapid and informed decision making.

This discreet conversation, unknown to the distressed caller, could very well be the difference in effectively handling the crisis. Thus, Private Messaging enhances the power of teamwork in the crucial moments where every second counts.

Private Messaging, in its subtle, unseen form, holds the potential to revolutionise enquiry management. As your team slips into the stealth mode of collaboration, they are equipped better to respond faster, and deliver superior customer experiences.

The power of discreet teamwork is yours to unleash. And with this invisible yet impactful add-on, every customer enquiry is an opportunity to offer swift, seamless, and satisfactory solutions. Private messaging is not just about silent conversations; it is about crafting a sound strategy that resonates with your team's collaborative efforts and aligns seamlessly with your customers' needs. It is about harnessing the power of teamwork in its most discrete form and utilising it to deliver an unparalleled customer service experience.

With this feature, CINNOX reaffirms its commitment to enriching your customer experience toolbox and equips you with the means to raise the bar for customer satisfaction. Dive in, explore, and experience the impact of Private Messaging on team collaboration and enquiry resolution.