Product overview
Live Chat is designed to connect users with support agents in real time, providing instant assistance and streamlining customer interactions. Its intuitive interface and robust capabilities enable you to enhance customer engagement, resolve queries efficiently, and reduce response times.
The product supports various features, including setting a topic selection option for end users to connect to an agent who is a subject matter expert, enabling users to chat in their preferred languages, branding Live Chat for your company, and so on.
Consider a scenario where an employee within an organization is having problems installing software and wants to request assistance. The employee uses the Self Service Portal or BMC Helix Virtual Agent to initiate the request.
The following sequence illustrates a typical chat session in Live Chat:
- The end user logs in to Self Service Portal or BMC Helix Virtual Agent to request assistance with downloading the software.
- The support agent from Smart IT (IT agent in Smart IT with ESChat_Agent permissions) or the case agent in BMC Helix Business Workflows sees the chat request from the self-service user. The agent accepts the request and engages in a live chat conversation with the user.
- The support agent uses various tools to assist in troubleshooting and resolving the user issue.
- The support agent closes the chat session with the user when the query is resolved.
User roles
Live Chathas simplified the day-to-day activities of different user roles. The product primarily aims to simplify the regular activities of the following roles:
Role | Description |
|---|---|
Self-service user or end user | Initiates a chat session by using Self Service Portal or BMC Helix Virtual Agent to resolve queries by interacting with support agents. |
Agent (IT agent in Smart IT with ESChat_Agent role) or case agent in BMC Helix Business Workflows | Participates in chat sessions by using the agent chat console to resolve a user issue as quickly as possible. |
Administrator | Configure Live Chat for the end users and the agents according to the business needs. |