When communicating online, it’s not always easy to pick up on shades of mood and meaning. After all, agents can’t rely on body language or vocal identifiers to understand a customer’s mood.
So, our chat mood feature has been designed to help solve that problem. WhosOn helps agents identify a customer’s sentiment quickly and easily. Here’s how chat mood works:
• Emotive words are recognised and flagged within a chat session
• WhosOn then uses this information to gauge the user’s satisfaction
• A visual mood indicator will surface, only visible to the chat agent
• Chat mood is represented in simple smiley face format for speed and ease
• This will change in real-time, reacting to the conversation as it flows