Multi-Agent Chat: The Future of Sales and Customer Service

By: Gabriela Jaimes Galindo

Multi-agent chats are tools that allow users to interact with a team of customer service and sales agents through a single channel, offering a series of benefits that we will explain to you later.

What are Multi-Agent Chats?

These are specialized chats that enable your customers to interact with your team of agents through a single channel. They are usually available on websites, mobile applications, and social media.

Most of them operate through a conversation allocation system. When a user initiates a chat, the tool assigns the conversation to an available agent. If, for any reason, agents are not available, they remain on a waiting list until they can be assigned.

In short, it is the best way to sell via chat when your company is growing or already handling a large volume of conversations.

What are Multi-Agent Chats - Keybe

Benefits of Multi-Agent Chats for Your Company

  • Improves customer satisfaction by allowing faster and more efficient service. More chats often lead to a higher likelihood of sales and customer retention.
  • Reduces customer service costs as it enables companies to assist more customers with fewer agents.
  • Enhances agent productivity by allowing them to manage multiple conversations simultaneously.

Benefits of Multi-Agent Chats for Your Customers

  • Available 24/7, allowing customers to get assistance whenever they need it or, at the very least, a response if agents are unavailable.
  • Enables people to interact with other people, ensuring that their requests, doubts, or needs are addressed satisfactorily.

Why are they the Future of Sales and Customer Service?

By now, you should understand that the world is in a Chat First era, and these tools are becoming a necessity because:

  • Enables an omnichannel experience, meaning people can interact with companies through the channel of their choice while receiving the same quality of service.
  • Allows for the automation of actions, playing an increasingly important role in customer service.
  • Leads to the point of artificial intelligence. An example is KB Smart Chat, which not only provides answers to frequently asked questions but also incorporates artificial intelligence to handle other types of requests in record time.
What are Multi-Agent Chats - Keybe

Notable Data about Multi-Agent Chats

  • 80% of people expect to interact with companies through their preferred channel.
  • 70% of people prefer chatting over calling a sales center.
  • Companies using multi-agent chats can increase customer satisfaction by up to 30%.

If you have doubts about how to start implementing a multi-agent chat, contact us. In addition to connecting multiple sales representatives, you can benefit from our artificial intelligence and start selling in the new digital era.

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