Page 49 - Grand Travel - Demo Prototype-RayD

Grand Travel Demo

Explain the Information View

“Agents have a lot of information at a glance about the customer they are engaging with. This
gives them context to understand who it is they are engaging with and their potential history with
the company.

At the bottom, you’ll notice an activity history that allows the agent to track their history and the
tasks they have completed. Above that is more information on the current interaction. The
information available depends on the social channel used and what that social channel vendor
allows us to see through their APIs. In this case, we are dealing with a Twitter interaction, and
Twitter provides information such as the customer’s Twitter handle, their location, the number of
tweets, registration date, number of followers and their bio.

Number of followers can be particularly important as it is an indicator of the customer’s level of
influence. Thousands of followers may be interested in tracking the progress of the customer’s
exchange with ​Grand Travel​ to determine whether they are a company worth doing business
with.”

Author: Alain Mowad Page 49 of 73