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In certain industries, customer support agents are required to ask a bunch of questions before offering a solution. Or sometimes, agents need to share the same update or message for compliance reasons. Knowing the next best response or question when interacting with a customer helps agents in keeping the conversation going in the right direction.
Here's where Agent Scripts come into the picture.
Agent Scripts let you guide agents through preconfigured steps that provide the next best response leading to faster resolutions. Your team can easily access Agent Scripts right within Freshdesk through Freshconnect. You can also create scripts for different scenarios and map them to the right groups to enable a robust interactive self-serve module for your agents.
Agent Scripts come in handy while:
- Training newly recruited agents
- Maintaining consistency in support
- Following compliance policies
- Increasing agent productivity
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