There are many support online platform that offer Online Support Ticketing system like Zendesk, Respond io, LiveChat. However, I am looking for a platform where can I receive my DMs from Facebook page, Instagram, and WhatsApp business in one place. I need also use a bot to direct the sender to a specific team as follow:
When a sender ' or client' send any message an auto reply will pop up asking him/ her what do you need:
1- General question, the message will redirect to the Customer Service team
2- Order, the message will redirect to Sales Operation Team
3- Complain, follow up with order, the message will redirect to Customer Happiness Officer
I have about 15 users, divided into three teams as follow:
1- Customer Service, roughly 9 agents
2- Sales Operation, around 6 agents
3- Customer Happiness Officer, 1 agent
All message will appear in Unassigned message in the platform, once one of the agent pick a message it will redirected to 'My Message'! The agent also should be able to close the message after finalizing the customer needs.
The project is urgently needed! It should be done in 24 hours! Please if you are not familiar with the scenario or platforms mentioned above, do not apply!