Agent tagging: a feature dive

We all need a little help from others from time to time. Be it a helping hand finding the right information, or some needed advice to keep things running smoothly, customer service is no exception.

And that’s why WhosOn comes with a handy agent tagging feature. During a tricky live chat session, agent tagging can provide the speedy support that agents need.

Here, we dive into the specifics of this helpful WhosOn feature. Just what is agent tagging, and why is it so useful?


What does agent tagging allow?

Agent tagging is a WhosOn feature that allows your agents to tag each other into their chat sessions.

During a chat session, an agent can bring a colleague into the session with a simple ‘@’. Tagged colleagues can then offer inline advice and help as requested, all without the customer knowing.

With agent tagging, agents have better support when dealing with difficult customers or tricky questions. They can ask their colleagues for advice, information or help as and when they need it.


Who is agent tagging for?

Agent tagging can be used by both agents and supervisors.

There’s agent-to-agent tagging, which allows struggling agents to ask for help from their colleagues, without deserting the customer to do so. Agents might also tag a colleague into a chat to ask for certain information that the customer has requested.

Agents can also tag their supervisors into a chat session to ask for help. They might do this if a customer is being abusive or to ask if they are authorised to give a discount or extra reward.

Supervisors can also tag agents into their chat sessions. They might want to do this to show an example or to ask the agent to find information or follow up with the customer.


Why is agent tagging so handy?

Agent tagging is a tool that benefits both your customers and your agents.

For customers, agent tagging means a smoother experience. (Even in the face of more complex questions.) This is because chatting agents are coached by other agents to make up for any gaps in their knowledge or ability.

Your agents, meanwhile, benefit from an improved office atmosphere and a greater sense of teamwork, thanks to agent tagging. The feature promotes collaboration because it gives agents the ability to seek and share help. It also helps agents feel more supported overall, which is a boost to employee satisfaction.

Plus, agent tagging is an invaluable tool for new agents. They can get support from colleagues and supervisors while they learn the ins and outs of the role. This means they can get to know their team members as well as learn the ropes.


When is agent tagging used?

Imagine that you’re having a chat with a customer. Things seem to be going well until the customer asks a question that you don’t know the answer to.

With agent tagging, you can quickly tag in a colleague you know will have the answer, get the needed information and continue your chat. For example:

Agent 1 to agent 2: “@John, do we still offer the gold package or has it expired?”

Agent 2 to agent 1: “@Lou, no, we haven’t done that for a year or so. Replaced it with the new pricing structure. We did a customer guide here: xxx.”

Agent 1 to customer: “Sorry, sir, we no longer offer the gold package. I’m afraid that was retired in favour of our new pricing structure around a year ago. Would you like to read the guide on this change?”

Another example of when agent tagging can be useful is in the case of an abusive or difficult customer. In these cases, with a simple ‘@’, they can tag their supervisor and get the extra support to navigate the chat session. For example:

Agent 1 to supervisor: “@Becky, can you help with this customer?”

Supervisor to agent: “@Sam, offer a 25% discount as an apology for their bad experience. I’ll monitor the chat too.”


Give it a try

Agent tagging is super useful. And, even better, it’s just one of the many help desk features that WhosOn has to offer. Why not explore further with a 30-day free trial?


Useful links

WhosOn free trial

When chatters attack: dealing with abusive customers

Live chat software: the unsung hero in improving employee morale