Efficiently Adding Users for 3-Way Calling
Enhance your team's collaboration and communication with 3-way calling in Aloware. This guide will show you how to seamlessly add participants to your calls using various methods, ensuring improved efficiency and better customer support.
Features and Benefits
Improved Efficiency - Quickly connect with colleagues or supervisors without ending the customer call.
When an agent handling a complex query can instantly loop in a senior agent for expert advice.
Better Coordination - Collaborate in real-time to resolve issues more effectively.
During a customer support call, an agent can add a technical specialist to address specific concerns.
Enhanced Support - Provide superior customer service by involving the right people at the right time.
In a sales call, the agent can add a product expert to answer detailed questions about a product feature.
Aloware Talk Call Adding Options
Add a User - Directly adding an agent in a call.
Add Ring Group - Adding the call to a group of agents, ensuring someone from the team will answer.
Add a Phone Number - adding a call to any external phone number.
Adding a User to a Call (3-way call)
Quickly add another agent to the call to assist with specific customer inquiries or to take over the conversation if needed.
Example: When an agent needs immediate assistance from a senior agent, they can add the senior agent without an introduction to quickly address the issue.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Add" button.
In the "Select a User" field, pick the user or agent you want to add to the call.
Add - Click to add the agent without an introduction. The call does not need to be merged.
Introduce - Click to provide a brief overview of the call while the callee hears the wait music. Click the "Merge" button to bring all participants into the call.
Adding a User from a Ring Group
Efficiently involve a team or department in the call by ringing all members of a specific ring group until one answers.
Example: If a customer needs support from a specific department, such as customer success, the agent can add the customer success ring group to ensure the customer is connected to the first available specialist.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Add" button.
Click the "Add" button and select "Add Ring Group" from the list of active ring groups. The call will ring all members of the selected ring group until one answers.
Add - Click to add the agent without an introduction. The call does not need to be merged.
Introduce - Click to provide a brief overview of the call while the callee hears the wait music. Click the "Merge" button to bring all participants into the call.
Adding a User from a Phone Number
Seamlessly connect the call to external partners, vendors, or service providers for comprehensive support.
Example: When a customer needs to be connected to an external partner, such as a shipping company, the agent can transfer the call directly to the partner's phone number to provide seamless service.
Click the call icon to answer the call. The Aloware call screen will open; then, click the "Add" button.
Click the "Add" button and select "Add to Phone Number".
Enter the phone number and click the "Add" button again.
Add - Click to add the agent without an introduction. The call does not need to be merged.
Introduce - Click to provide a brief overview of the call while the callee hears the wait music. Click the "Merge" button to bring all participants into the call.
