Darren Rose Posted August 7, 2018 Share Posted August 7, 2018 Hello I'm keen to hear from those that are using chat about how you're using it, and the benefits / problems you've had doing it. How many people are using chat? TIA Darren Link to comment Share on other sites More sharing options...
Victor Posted August 22, 2018 Share Posted August 22, 2018 @dwalby @lokent are among our active forum users that have Live Chat app installed in their instances... Perhaps they can share some insight into how they use it? 1 Link to comment Share on other sites More sharing options...
dwalby Posted August 22, 2018 Share Posted August 22, 2018 @Darren Rose @Victor - I may not be a good advocate for this as we are reviewing Live Chat licencing at the moment as it has had little usage unfortunately. Happy to provide my thoughts anyway. We use Skype for Business as our unified communication tool which is available to all users and as such customers/users tend to use that by default if they want to Instant Message the Service Desk team. I guess this is because it achieves what it sets out to do; instant/live messaging. Where as the customer/user would need to go to the Hornbill self-service portal first in order to use the Live Chat app. Selling the benefits of using the Live Chat app is a difficult one when considering how easy it is to use the already in place Skype for Business application which runs on startup and is used organisation-wide. There are a few problems with using Skype for Business of course, e.g. the detail isn't automatically integrated with Hornbill but we do not handle them any differently to say a phone call. Link to comment Share on other sites More sharing options...
lomixture Posted August 28, 2018 Share Posted August 28, 2018 Hi all, Currently, livechat is not something we are live with due to limited licences approved and two departments wishing to use the functionality. As far as I am aware, there is not currently the option to have two different teams live on the livechat portal at the same time and to direct specific types of chat to the correct department. However, when testing the livechat we found the basic functions of it to be really useful and simple to use. The test customers found it simple to use, and the fact you can load a job directly from the chat is a bonus. I would consider getting a few licences to test it with a small audience before committing, but there is definitely some goodness in the module to look into! Link to comment Share on other sites More sharing options...
lomixture Posted January 17, 2020 Share Posted January 17, 2020 On 8/28/2018 at 2:19 PM, lokent said: Hi all, Currently, livechat is not something we are live with due to limited licences approved and two departments wishing to use the functionality. As far as I am aware, there is not currently the option to have two different teams live on the livechat portal at the same time and to direct specific types of chat to the correct department. However, when testing the livechat we found the basic functions of it to be really useful and simple to use. The test customers found it simple to use, and the fact you can load a job directly from the chat is a bonus. I would consider getting a few licences to test it with a small audience before committing, but there is definitely some goodness in the module to look into! @Victor @Bob Dickinson Hello both, I'm back from mat leave and catching up on all things Service Manager. Has there been any movement on having two+ separate teams on Live Chat since the conference? It's something we're still keen to use, but at the moment are limited in our use of it due to not being able to separate out the teams. Thanks 1 Link to comment Share on other sites More sharing options...
Bob Dickinson Posted January 18, 2020 Share Posted January 18, 2020 Hi @lokent Welcome back! Unfortunately there hasn't been a great deal of progress with this particular requirement in your absence. At the moment, the focus is rolling out the new Employee Portal (which will replace the existing Service Portal). Once this is with everyone, a review of all of the Live Chat functionality is anticipated to follow, to understand how best to deliver the features such as this one - that we appreciate are highly desired by a number of customers. As part of this, the Live Chat App as a whole will be reviewed so we can look to take advantage of the benefits that the new portal will provide us with (with the segregation of domains). I'm sorry that this isn't what you may have been hoping for, but we will be ensure to keep you up to date with any developments in this area. Kind Regards Bob Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 17, 2021 Share Posted August 17, 2021 +1 for me on having 2 live chat sessions for 2 different teams. We are now starting to on board other corporate areas, so having the ability to route a chat to different teams would be hugely beneficial Link to comment Share on other sites More sharing options...
Sam P Posted November 11, 2021 Share Posted November 11, 2021 +1 for being able to direct Live Chat to different teams Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now