Your Complete Guide to Tags, Directories, and Smart Routing for Curating Customer Experience

Channelling your customers to the right agent is a bit like managing an ant colony. CINNOX actually takes its name from "maaii," which means "ant" in Chinese.

We built our system to move communication from point A to point B in the most efficient way possible. Just like in an ant colony, every tunnel has a specific purpose. There are separate paths for water, food, transport, and storage. Each path is designed with the right slope, width, and destination to ensure optimal performance.

CINNOX uses digital "tunnels" through features like corporate tags, staff directories, and smart routing. These features are fully customizable. They help you create the perfect communication path to give customers exactly what they want.

Here are the best features for directing your customers and curating powerful digital experiences:

Corporate Tags

Corporate tags act as a "call to action" on your web widget. These options help connect the customer to the right person at the end of the "tunnel."

• Versatility: Each tag can initiate a call, a chat, or both.
• Direct Connection: Tags connect users to a specific agent or a specialized group.
• Customization: You can customize icons and text for any purpose, such as:
  • Common FAQ questions
  • Marketing campaign options
  • Tutorials or product orders
  • Doctor specializations

For example, clicking "Chat with HR" connects the user directly to your HR officer.

Staff Directory

CINNOX allows you to display a staff directory on your web widget. If enabled, customers can start a chat or call directly with a specific staff member.

• Accessibility: The directory sits on a secondary layer of the widget to keep the interface clean.
• Personal Touch: It is perfect for starting a tutorial with a teacher or following up a meeting with a specific agent.
• Efficiency: Businesses can offer personal service without hiding behind complicated communication flows. This prevents customers from being bounced between departments.

Dynamic Directory

The dynamic directory shows specific corporate tags based on pre-set conditions.

• Time-Based: Visitors might see different tags in the evening than they do in the morning.
• Location-Based: A visitor from Australia may see different options than a visitor from Germany.
• Language-Based: Tags can change based on the customer’s preferred language.

Conditional Triggers

These triggers determine which tags appear based on the specific page a customer is viewing.

• Page Relevance: Some tags activate only for specific content.
• Examples: On a careers page, only HR tags might appear. On a press center page, only media-related tags will show.

Smart Routing

While tags and directories handle the web widget, smart routing manages the full CINNOX omnichannel suite. This includes Facebook Messenger, SMS, and international phone numbers.

CINNOX offers several routing options to create the best communication flow:

• Location Routing: Routes customers from specific regions to designated local agents.
• Language Routing: Connects customers to agents who speak their browser's set language.
• Time of Day Routing: Redirects enquiries to available agents based on the time the message is sent.
• Percentage Routing: Distributes traffic based on volume. For example, you can send 70% of enquiries to Team A and 30% to Team B.
• Sticky Routing: Binds a customer to a specific agent. When the customer contacts you again, they are automatically reconnected to the same person.

Pre-chat Forms

Collect relevant information before a conversation begins. A short form within the widget allows you to gather data before launching a chat or call.

Multi-domain

The CINNOX web widget can be used on multiple websites or domains, however the branding would be the same (company name, logo, colours etc). This is especially ideal for companies that have multiple domains such as .com and .com.hk and .co.nz etc for different markets or business units.

Use Cases

Scenario 1: Miss Piglet’s Pork Conglomerate

Miss Piglet uses the CINNOX web widget on two sites: an e-commerce store and a corporate website. Because CINNOX is multi-domain capable, she manages both through one account. She uses conditional triggers to show only relevant info to her four target audiences: customers, partners, investors, and talent.

E-commerce Website Setup:

‍Her site has 200,000 monthly visitors. 90% are returning home-delivery customers. 10% are restaurant chains making large bulk orders. She uses three specific tags:

• Arrange a refund: Connects to the refund assistance team.
• Delivery assistance: Connects to the delivery tracking team.
• Bulk order: Connects to the restaurant sales team.

Specialized Features:

• Sticky Routing: Enabled for "Bulk Orders." Restaurant groups always reach their assigned account manager, whether they use the widget or Facebook Messenger.
• Percentage Routing: Distributes sales leads equally among the team to keep commissions fair.

Team Workflows:

• Refund Team: Agents use video calls to inspect products. They record refund history on the customer's profile to prevent fraud. They send e-cheques directly through the chat.
• Delivery Team: Agents use screen sharing to show driver locations. They provide web links so customers can call drivers with one click. To protect driver privacy, all calls are masked through CINNOX.
• Sales Team: Agents use video calls for face-to-face interaction. They send quotes, invoices, and virtual name cards with personal QR codes directly through the widget.

Corporate Website Setup:

‍Miss Piglet uses different tags across three distinct pages:

• Careers Page: Tags include "Chat with HR," "Submit an Application," and "Tour our Office" via video call.
• Business Partners Page: Tags include "Speak to Sales" and "Account Login Trouble."
  • Location Routing: New sales enquiries are automatically routed to managers assigned to specific cities (New Pork City, Baconia, etc.) based on the visitor's IP address.
• Investors Page: Uses a Pre-chat Form. Potential investors must provide their name, email, and company details. This allows the advisor, Wilbur, to research leads before responding.

Scenario 2: Big Bang Health

Big Bang Health provides worldwide telemedicine. They specialize in Dermatology and Pathology. Penny uses the CINNOX web widget to route patients to the right specialists.

Global Customization:

• Dynamic Directory: Tags appear in the local language of the visitor.
• India Tags: Includes "Book a Dermatology Consultation" (in Hindi) and "Re-order a Prescription."
• US Tags: Includes "Book a Diabetes Consultation" and "Stomach Flu Consultation."

Operational Routing:

• Time of Day Routing: Used for general enquiries to ensure 24/7 support. Enquiries are routed to agents currently on shift in different time zones. This also applies to Facebook Messenger messages.
• Staff Directory: Returning patients use the directory to find their regular doctor. They can start appointments immediately. Doctors can then upgrade the chat to a video call or use screen sharing for the consultation.