Introducing Efecte Chat for Service Management
Introducing Efecte Chat for Service Management
Efecte Chat for Service Management is an add-on tool for Efecte platform, for enabling efficient communication between end users and support personnel with live chat, and acting as the first line of response utilizing chatbots for repeating issues where users can try to solve different problems on their own.
Efecte Chat for Service Management is supported on Efecte platform version 2022.4 and newer. Efecte Chat for Service Management is included in full ITSM and ITSM Essentials solutions for free with limitations: 1000 user messages per month and five configurable scenarios for chatbot automation in a decision tree. Implementation is not included. For higher number of user messages customer needs to buy a license.
The current version of Efecte Chat for Service Management consists of following main functionalities:
Live chat for end users
End users can interact with live chat support and chatbots with an embedded widget, in ESS for authenticated users or external sites for unauthenticated users.
Live chat in ESM for support persons
Support persons in ESM can provide chat support through an embedded widget, that needs to be enabled per user. Support persons can for example open user's details in ESM, create a new ticket for them, and route the conversation to a colleague.
Rule-based chatbot for end users
Chatbots can act as the first line of support to help end users solve their issues on their own, without the need to interact with an agent in common, repeating issues.
Reporting
Reports of tickets created via chat or chatbots can be used in ESM, as well as basic chat statistics. Advanced reporting of chat is available in a separate reporting platform.
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