Our app is called Agent Love :two_hearts:
Inspiration
As a human, everybody seeks approval for the work they do and love to be appreciated. If you are in the army, you are celebrated as a decorated officer with medals and badges. If you are an Uber driver, you are celebrated with service badges that you can boast about. Whereas customer support agents do not have anything to boast about.
Philosophy
Not only does receiving appreciation from peers and customers makes us feel special, but also giving appreciation to other does.
What it does
This app makes it possible to shower love on customer support agents in a 360 degree manner. The customers can show their appreciation by providing badges upon resolution. The agents can show their peer appreciation by providing badges on a resolved conversation. The agent can then view the love that he/she has received in a 360 degree view.
How we built it
We built it using the marketplace platform as a Freshchat Marketplace app. It is 3 components to it.
Customer Interaction
When an agent has resolved the conversation, she can initiate a feedback from the customer. The serverless app listens to this message and send a quickreply message to the customer via the Freshchat API. The customer then selects a badge and this event is also being 'heard' by the serverless app. The serverless app then stores this response against the agent.
Colleague Interaction
A colleague can view a conversation that was assigned to an agent and provide her with a badge. This is also recorded against the agent.
Agent Interaction
The agent who is receiving all this feedback can view all the badges she has earned, neatly segregated by whether it was from a colleague or by the customer.
Challenges we ran into
We had to work around some of limitations.
- The agent's 360 view had to be shown in the context of some conversation, while it was actually independent of that. Ideally, we would have loved to have a Full-page marketplace app in Freshchat.
- Rich media content was not available in Freshchat's Quick Reply messages. So we couldn't show the badge in a beautiful way.
Accomplishments that we're proud of
It was a 100% remotely developed app with team members working from their homes. With very little supervision, each of us was able to independently deliver and then later integrate them all via zoom call.
What we learned
A lot can happen over zoom.
What's next for Agent Love
Full-blown app that Agents can use to track the badges they've earned and feel good about themselves. Colleagues can learn from their peers on how they achieved so much. Managers appoint the right agent to handle a challenging customer.
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