Introducing Custom Events in Agent Desktop Activity Feed

When it comes to personalization, the more customer data you have the better, right? If you could gather every customer data point and track every action, and use them to hyper-personalize your customer interactions, you would. Turn on the firehouse and open wide! Aaaaahhhhh.

This is great for automated interactions, like sending a reminder when a prospective student has abandoned their student application midway and the next class is about to fill up, or shooting off a promotion for a painting or installation service after a customer updates their home address. Regal's Journey Builder allows you to do just that: take in every single customer behavior in real-time and use it to determine who, when, and how to reach out.

But world-class personalization also comes down to the human experience that customers have with your agents – especially for high-consideration products and services where a conversation is needed to build trust, address a customer’s objections or concerns, and work through a more complex buying decision. 

Unfortunately, agents can't drink from this firehose the same way automated tools can. Seeing every page view and every click of a buyer’s journey would be overwhelming. As a result, legacy CCaaS providers like Five9 and NICE show little to no customer data to agents, and agents are left to either fend for themselves outside of the CCaaS – navigating through multiple backend systems where the relevant pieces of data might exist – or ask the customer to explain everything again in order to get the necessary context. Both cases result in the same bad outcome: cookie-cutter conversations that waste the customer’s time and raise the cost of each interaction. 

This is the challenge we wanted to solve with our recent release of Custom Events in Agent Desktop Activity Feed: how to give just the right amount of information to an agent so that they have sufficient context to personalize their conversation with each customer (without having to sift through noisy data or multiple backend systems). 

Custom Events in Agent Desktop Activity Feed

We’re excited to announce that Custom Events in Agent Activity Feed is now Generally Available. With this feature, admins can select from among all the events they send to Regal which are most important for your agents to see on the Agent Desktop Activity Feed. For a given contact, the selected events will appear chronologically among past calls, messages and emails of that contact – ensuring agents have the proper context going into each conversation. Admins can also choose a user-friendly display name for each event and which event properties to include, as well as differentiate events from each other using different colors and emojis. 

A Single Timeline Across Customer Events & Omni-Channel Conversations

Agents can see customer activity in relation to the conversations happening in Regal from a single timeline, so they'll immediately understand where the customer is in their user journey, as well as the context for the current interaction. 

Imagine a customer who initiated opening a savings account online. But after several hours, they haven’t funded the account. The bank makes no money and the customer is no better off. Perhaps they faced some decision or technical friction that caused them to stop. When an outbound call task appears on the agent’s desktop informing them to call the customer, it would be helpful to know that in this particular case, the customer actually attempted to link their funding source, but faced an error. By seeing this information in the same place the agent is calling or texting with a customer, the agent can enter that conversation informed and ready to support the technical issue blocking the customer.

Tools to Curate Relevant Events

For agents who are on live calls with customers, too much information can be as crippling as no information, which is why out of the dozens or hundreds of events you collect about each customer, Regal gives you control over which events you want to display to agents. You can also curate which properties of those events are relevant to display, and provide friendly names so they are more readable by agents. 

For example, in a lending context, it might be valuable to see that a customer applied for a home mortgage and whether it was subsequently denied or approved, but not really necessary to see every intermediate step, like credit checks and income reviews.

Customizable Styling for Faster Discovery

Even after fine-tuning exactly the right content for your agents to see, it still might be time-consuming for an agent to find the information they are looking for while on a live call – especially with a very active customer. To address this, you can select different colors for different types of events and/or add emojis to help them stand out more.

By differentiating how events appear, you not only make it possible for an agent to rapidly scroll through the feed without needing to read everything just to find a single piece of information, you also make it possible for them to get a preemptive “temperature check” on the customer's journey heading into a call. For instance, you could style “positive” activity (like a purchase or signup) in green and style “negative” activity (like a canceled subscription or declined application) in red, so that at a glance it's clear to the agent what they're about to walk into.

Now you don't have to choose between all or nothing when it comes to exposing customer activity to your agents! 

With this new feature set you can have the best of both worlds – automated outreach powered by unlimited customer behavior data and a more synthesized view of the most relevant customer data for your agents to conduct informed and personalized conversations.

To learn more about this feature, see the help center docs here.

If you’re ready to move #BeyondCCaaS and start treating millions of customers like one in a million contact us.

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