Hi everyone!
In this short post I want to ask and to share a challenge that we are facing at this time. We have a service strategy of following the sun, this pushes us to make permanent handover of tickets. For customers, knowing that 3-4 people are interacting with them become very confusion and sometimes even a reason for distrust and potential dsat likehood.
I wonder since we setup expectations since the begining “Hello, I am X and I am here to help you”, do we really need to have the agent names always visible in messaging conversations?
I would love to “hide” it and to empower my team to introduce themselves when necessary, rather than be a fixed banner.
Does someone else have the same issue?
