Digital messaging

Pega Customer Service offers chat and messaging capabilities that provide flexibility to customers and adaptability for customer service representatives. A customer can start a request in one channel, for example live chat, and resolve the case via phone or a social channel. Customer service representatives see the conversation history and are guided by text analysis to the appropriate replies, input forms, and cases.

Principiante

Conversational Channels

Inglés

Después de completar este módulo, podrá hacer lo siguiente:

Describe chat and messaging features

Understand how queues are used

Understand the customer service representative experience

Temas

Business scenario

5 minutos

Digital messaging components

5 minutos

Digital Messaging features

10 minutos

Cuestionario del módulo

5 minutos