How does manual linking help you in customer service?Case 1:
Let's say you receive a conversation from a long-standing customer(email contact already in Helpwise), but this time it's from a new email or channel like Instagram or WhatsApp. With the manual contact linking feature in Helpwise, you can easily associate this new conversation from the new email or Instagramm or Whatsapp with the customer's existing contact email profile. By doing so, support agents can refer back to the previous conversations, notes, and interactions linked to that contact. This enables agents to have a comprehensive understanding of the customer's history and preferences, allowing them to address the new query with proper context and provide a personalized and efficient resolution.
Let's consider a support agent monitoring a group conversation involving multiple customers. Within this conversation, the agent identifies that a specific customer, let's call them "John," is primarily responsible for a particular issue. To ensure clear ownership and streamline the resolution process, the agent decides to manually link the entire group conversation to John's contact profile.