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Chat (rather than chatbot) success?

  • 12 July 2022
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manns
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  • manns
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Has anyone found the winning recipe for using human-based chat for IT support rather than other channels? Or have the growing capabilities of chatbots made this channel almost redundant? I’d love to hear some success stories and/or opinions. Thanks :)

Cheers, Stephen || https://ITSM.tools

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zachary.king
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Hello @manns, when you say human-based chat, do you mean telephone or something like “Live Chat”. We use freshchat and treat it as live chat having agents monitor the incoming conversations during business hours. We do use chatbots to start the conversation and gather user data, but then they get a live agent for the duration of the conversation. We also use chatbots for outside of normal business hour interactions. It has been working well so far. Hope that helps some 😊

- Zach
manns
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Hello @manns, when you say human-based chat, do you mean telephone or something like “Live Chat”. We use freshchat and treat it as live chat having agents monitor the incoming conversations during business hours. We do use chatbots to start the conversation and gather user data, but then they get a live agent for the duration of the conversation. We also use chatbots for outside of normal business hour interactions. It has been working well so far. Hope that helps some 😊

Hi @zachary.king, I simply meant chat where people are the destination for handling issue and request based interactions rather than the technology. So an end-user would start a chat with the aim of interacting with a person rather than calling, emailing, using self-service, etc. I like how you are “blending channels” to provide a quicker route to resolution for everyone; and a resolution is a resolution no matter who or what helps you (all things being equal).

Cheers, Stephen || https://ITSM.tools

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