Calling and serving customers
Calling and serving customers is the part of the customer journey where the customer meets with staff and gets the service they have requested. It's an important element of creating smooth customer and employee experiences. To achieve this, it's important to provide staff with the right information and the right tools when they need them.
The Qmatic system offers different ways of handling the calling and serving of customers:
Serve view: The Serve view is the standard way of calling and serving customers in the Qmatic system. In the Serve view, staff can see information about all waiting customers and then call the next customer in line. If you choose to, you can empower them to handle the customers by transferring them between queues, adding notes or placing them in a pool. For more information, see Serve view configuration and User guide: Serve view.
Remote Service Delivery: You can offer a solution for customers to be served remotely via a video meeting. We offer integration with different communication platforms. For more information, contact your Qmatic representative.
Salesforce Integration: The Salesforce integration makes it easy for staff to manage queues and customer flows directly in Salesforce. By having the calling and serving functionality in Salesforce, staff can seamlessly call, transfer, and serve customers in the queue while having a complete overview of their service environment.