Guest Posted June 14, 2016 Share Posted June 14, 2016 I have to ask the question again, do we think we will be seeing live chat via the Portal soon? Cheers Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 14, 2016 Share Posted June 14, 2016 Hi Adam, Thanks for your post. We have recently been discussing options for a live chat feature. It is currently not scheduled for the short term but I will post back here once we have a better idea of our approach to this. James Link to comment Share on other sites More sharing options...
Guest Posted September 16, 2016 Share Posted September 16, 2016 Hi Team Any update on Live Chat, how it will work and when it will be deployed? Thanks Link to comment Share on other sites More sharing options...
TrevorKillick Posted September 16, 2016 Share Posted September 16, 2016 Hi Adam Their is a new application coming soon which when installed will give our customers the ability to enable Self Service Live Chat. The Application will work independently of Service Manager and integration is currently being worked on to allow a request to be logged from a selfservice Chat Session. I will see if its possible to publish the overview video outline the features of the live chat here before release of this new application. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Posted September 16, 2016 Share Posted September 16, 2016 Hi Trevor Thanks for the update, I would be interested in seeing the overview video. Will there be additional cost for Live Chat? Thanks Link to comment Share on other sites More sharing options...
Gerry Posted September 16, 2016 Share Posted September 16, 2016 Adam (Et al), Just following up on your question, the LiveChat app is still in the final stages of completion, the baseline functionality is there and all the under-the-hood goodness needed to make this a real-time experience has been done. We are still finalising the commercial aspects (pricing etc) as well as content for the app store, web site and other stuff that go along with getting an app into the Hornbill app store. App Highlights Realtime notifications of pending/incoming chat sessions Chat popup fully customisable Unlimited number of concurrently active chat sessions Show real time presnce information (John is typing... ect) Cut/paste images into chat Embed video content in chats Attach files to chats Responsive - works on mobile devices There are some things we are planning to add post the initial release (in the App's roadmap I suppose) which include Chat History for customers A stand-alone chat client to plug into any other website (so not just restricted to our portals) Improved workflow and queuing functions Service Manager integration (raise request from chat, keep chat history against requests etc) Anyway, I am conscious we have been talking about it but nothing concrete forward so I thought I would post this preview video so you can see what it is and how it work. We would welcome any comments, feedback or suggestions you may have. Gerry 2 Link to comment Share on other sites More sharing options...
Gerry Posted September 16, 2016 Share Posted September 16, 2016 @Adam Haylock looks like you and I were typing at the same time In answer to your question, the most likely cost structure will be per analyst/month in line with what other chat solutions out there today. I am expecting our App to be a lot cheaper and actual cost terms than the dedicated solutions available simply because we already have a platform infrastructure upon which to deliver this app, and I would hope that the pre-made integration with the portal and other apps (service manager, customer manager etc) will deliver far superior value. I included links to some of the apps we looked at in our market research, there are a ton of these applications out there to choose from but they all seem to follow the same business model. Gerryhttps://www.liveperson.com/uk/liveengage/price-planshttps://www.mylivechat.com/prices.aspxhttps://www.zopim.com/pricing Link to comment Share on other sites More sharing options...
Steve Giller Posted September 16, 2016 Share Posted September 16, 2016 Not sure if this is possible, but as our Service Desk are Skype users it would be hugely useful if the chat could pull availability from Skype For Business - that way if all Service Desk Analysts assigned to chat are currently on the phone it would become unavailable automatically, preventing the inevitable complaints from customers over slow response times and/or from analysts about constantly having to update their availability. (It also prevents analysts covering a slow response by claiming they were in a call when they weren't ... not that any of my colleagues would do that!) 1 Link to comment Share on other sites More sharing options...
Gerry Posted September 16, 2016 Share Posted September 16, 2016 @DeadMeatGF not sure whats possible in that regard, we have not looked at any integration with Skype, its not on the radar just yet. Thanks for the suggestion though Gerry Link to comment Share on other sites More sharing options...
Guest Posted September 16, 2016 Share Posted September 16, 2016 Thanks for the response, I am really excited by the use of Live Chat and its integration with Service Manager, We are planning to use it to assist us working more flexibly and remotely. Cheers Link to comment Share on other sites More sharing options...
TrevorKillick Posted November 1, 2016 Share Posted November 1, 2016 Hi @Adam Haylock Hornbill Live Chat is now available from the Hornbill App Store. Kind Regards Trevor Killick Link to comment Share on other sites More sharing options...
Guest Posted November 1, 2016 Share Posted November 1, 2016 AMAZING, I will check it out now Thanks Link to comment Share on other sites More sharing options...
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