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Setup a Dedicated Hero team Inbox
If you’re planning to use a team instead of an individual Dedicated Hero, you’ll need to set up a new Inbox. Think about the following:
What Inbox name should represent an Inbox staffed with Dedicated Heroes?
Which Agents will be placed in the Inbox to serve as a team of Dedicated Heroes?
Once your Inbox is ready, you can start using Make Hero to make the new Inbox a Dedicated Hero for specific Customers.
Identify which Customers receive a Dedicated Hero
Maybe the most important question to ask yourself when implementing Dedicated Hero is; who should get a Dedicated Hero when they contact us? Think about the following:
A high-value Customer will appreciate increased continuity with a specific Hero. Remember, the Dedicated Hero becomes a trusted partner of the Customer.
Do you have Customers who have expressed extreme satisfaction with a particular Hero? For example, maybe a Hero helped steer them toward making a successful purchase. You may want to pair the Customer with the Hero for future Conversations.
With all the information the Customer Profile provides you, you likely have a sense of how complicated a Customer’s future inquiries might be. If you have a Hero whose particularly well suited to handle complex or intricate issues, making them a Dedicated Hero for this type of Customer will bring issues to a resolution faster.
You can also use Dedicated Hero as a temporary assignment while an important exchange (big purchase, escalation, etc.) is occurring. Once the exchange is complete, you can unassign the Dedicated Hero
Consider Rules with Dedicated Hero Conditions
It’s important to consider how to use Rules to optimize the Dedicated Hero experience for Customers. Dedicated Hero has a single Condition that can be used with Rules, making its configuration fairly simple. Review how you might use each Condition:
Condition – If a Dedicated Hero is assigned
When a Customer already has a Dedicated Hero, you might want to consider actions that you’d like to take when they reach out. For example, maybe your Customers know they have a Dedicated Hero. You could send an Auto-Reply Answer that informs them what will happen if their Dedicated Hero is unavailable.
Condition – If a Dedicated Hero is not assigned
If you plan to use Dedicated Hero for high-value Customers, you may want to set up Rules that route these Customers to a Dedicated Hero Team Inbox. This way, high-value Customers not already assigned a Dedicated Hero can be quickly assessed to see if they’re a good fit for a Dedicated Hero.