TU - Replying to Customers When Transferring Messenger Tickets to Other Support Queues

This training document gives agents instructions to reply to customers before transferring a ticket to another support queue. It is expected that by doing so, customers will have a better support experience by keeping them updated and informed on what support group will be handling his service request. Interacting with customers before transferring will also avoid DSATs brought about by “delayed response” because of the accumulated time gap between queues.

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