Live Chat via Portal & Mobile Device
Enable Live Chat from the web portal and from a user's mobile device.
Chat will provide a medium/source by which users can contact IT (Service Desk) for any support. Once a chat session starts the customers should be asked if they are chatting in relation to an existing or new call. Also the customer's history (open/closed calls) should show up on the officer's page once the Chat session has started. If the customer is calling in relation to an existing call then the customer can either enter in the ticket number or based on user login details they will be provided with an option to select "current open calls" logged by them already. Call should be logged automatically in VSM once the chat session has ended for further action/closure by the IT Officer.
-
Nemir Raffoul
- Oct 12 2015
Related Feature Suggestions
We integrated LogMeIn's Bold Chat solution into Alemba approx. 4 years ago. We automated the logging of the chat sessions and have been using it successfully ever since. We are now very excited to move over to Alemba's Chat solution and can't wait for our next major Alemba upgrade and hope our next upgrade will include Alemba's new inception of Chat.
Agree with Dave. Most corporates have some sort of deployed system so an API or some app integration might be more productive. Usually a support officer will want to take over the device to resolve an issue. If it is not a support call there is probably just a need for a straightforward chat module as detailed.
Integration with industry leading tools such as Bomgar, GoToAssist for Remote Chat/Assistance or also Standard Chat communication Systems such as Lync/Skype for Business, Sametime etc would also benefit a lot of customers as they are already commonly in use already.
Great idea! Our customers will love this!