Setup a Dedicated Hero team Inbox #
If you’re planning to use a team instead of an individual Dedicated Hero, you’ll need to set up a new Inbox. Think about the following:
- What Inbox name should represent an Inbox staffed with Dedicated Heroes?
- Which Agents will be placed in the Inbox to serve as a team of Dedicated Heroes?
Once your Inbox is ready, you can start using Make Hero to make the new Inbox a Dedicated Hero for specific Customers.
Identify which Customers receive a Dedicated Hero #
Maybe the most important question to ask yourself when implementing Dedicated Hero is; who should get a Dedicated Hero when they contact us? Think about the following:
- A high-value Customer will appreciate increased continuity with a specific Hero. Remember, the Dedicated Hero becomes a trusted partner of the Customer.
- Do you have Customers who have expressed extreme satisfaction with a particular Hero? For example, maybe a Hero helped steer them toward making a successful purchase. You may want to pair the Customer with the Hero for future Conversations.
- With all the information the Customer Profile provides you, you likely have a sense of how complicated a Customer’s future inquiries might be. If you have a Hero whose particularly well suited to handle complex or intricate issues, making them a Dedicated Hero for this type of Customer will bring issues to a resolution faster.
- You can also use Dedicated Hero as a temporary assignment while an important exchange (big purchase, escalation, etc.) is occurring. Once the exchange is complete, you can unassign the Dedicated Hero
Consider Rules with Dedicated Hero Conditions #
It’s important to consider how to use Rules to optimize the Dedicated Hero experience for Customers. Dedicated Hero has a single Condition that can be used with Rules, making its configuration fairly simple. Review how you might use each Condition:
Condition – If a Dedicated Hero is assigned #
When a Customer already has a Dedicated Hero, you might want to consider actions that you’d like to take when they reach out. For example, maybe your Customers are aware that they have a Dedicated Hero. You could send an Auto-Reply Answer that informs them what will happen if their Dedicated Hero is unavailable.
Condition – If a Dedicated Hero is not assigned #
If you plan to use Dedicated Hero for high-value Customers, you may want to set up Rules that route these Customers to a Dedicated Hero Team Inbox. This way, high-value Customers not already assigned a Dedicated Hero can be quickly assessed to see if they’re a good fit for a Dedicated Hero.
