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  • Mike Hales
    Anyone using Chat internally?Answered55.0
    Topic posted June 8, 2016 by Mike HalesRed Ribbon: 250+ Points, tagged Chat 
    Title:
    Anyone using Chat internally?
    Content:

    Hi

    I'm looking for anyone who might be using OSC Chat internally.

    We’re proposing to create something call Ask An Expert, based on on OSC chat.

    i.e. Retail agent has question from customer they don’t have an answer to, reaches out online through OSC to request a chat to an expert (chat routed using rules based in Engagement Engine and question category selection filters the “experts” to whom the question is proffered. Expert accepts chat (chat captured as incident in OSC), resolves issue = everyone happy.

    Would love to connect with anyone working this way on anything similar

    Version:
    Oracle Service Cloud August '15
  • Michelle Brusyo
    Best Practices for Co-browsing During Chat Interactions5.0
    Topic posted June 29, 2015 by Michelle BrusyoGold Medal: 3,500+ Points, tagged Chat, Co-browse 
    Title:
    Best Practices for Co-browsing During Chat Interactions
    Content:

    When a customer is having trouble finding or doing something online, such as completing a purchase or utilizing self-service tools, it can often be easier for an agent to help him if he can see the customer's screen in real-time in order to understand the problem and guide the customer through to a resolution. Co-browsing technology makes this possible by creating a screen sharing experience that's extremely fast to launch, universally compatible and built for customer privacy and security. Co-browse can be used during both voice and chat interactions, enabling agents to provide faster and more accurate help in the customer's channel of choice.

    There are some considerations specific to co-browsing during a live chat interaction, and some best practices that can help optimize this process to ensure efficiency and a positive customer and agent experience.

    1. Know when to use Co-browse

    Make sure your agents know when to use Co-browse versus other tools that may be in their Live Chat ***. For example, Page Peek and Visitor Browser History can often give the agent enough information and context to fully understand the customer's issue and provide assistance without starting a co-browse session. However, when the agent needs more information about what the customer is experiencing on the website or mobile application, he can use Co-browse to have a shared view with the customer in real-time. Co-browse should also be used for situations where the agent needs to walk the customer through a process or show him where to find information versus explaining how to do these things via text. This can save a great deal of time when working through complex issues with a customer.

     

    2. Use well-thought-out canned messaging to suggest co-browsing

    Think through the use cases where co-browsing with customers might make sense and craft clear and concise messaging that agents can use to suggest a Co-browse session. For example, "I could help you better if I could see your screen..." and "Your privacy is extremely important to us. During our screen sharing session, I will only be able to see..."  Have your legal team review this messaging and all standard text related to the co-browsing experience.

     

    3. Keep co-browse interactions on a 1-to-1 level

    When co-browsing with a customer, an agent should avoid taking multiple chat interactions. The Co-browse experience requires constant attention from the agent in order for him to see what the customer is doing and work with the customer through a problem or question. Handling multiple chats while co-browsing is difficult and weakens the experience for the co-browsing customer.

     

    4. Make sure the customer knows that the chat session will continue during co-browsing

    This can be addressed via the canned messaging related to co-browsing, but it's important to ensure that the customer knows to continue communicating via the chat window during a Co-browse session. This will help avoid instances where the customer mistakenly closes the chat window.

     

    5. End the co-browse session before ending the chat session

    Another standard message agents should have available is an alert to the customer that the agent has ended the Co-browse session. This should always be done and confirmed before the chat sessions is ended. Customers also have the ability to end a Co-browse session at any time, but to ensure a positive experience it's important to communicate to the customer that his or her screen is no longer visible.

     

    By following these best practices, co-browse can be a powerful enhancement to the chat channel, increasing first contact resolution rates, reducing chat handling time for complex issues, and driving customer satisfaction.

    Do you have any suggested tips or best practices to add? Please share in the comments!

  • Kurt Helfrich
    Re-connect with same chat agentAnswered25.0
    Topic posted March 8, 2018 by Kurt HelfrichGold Trophy: 10,000+ Points, tagged Chat 
    Title:
    Re-connect with same chat agent
    Content:

    One of our supervisors posed an interesting question.  We enable our customers on the phone to connect to the same agent on subsequent calls, if they provide an incident number, and the agent is available.  That saves time for both parties, especially when it's a complex technical problem with a lot of background.

    While we don't tend to handle quite so complex stuff by chat (doesn't usually do well for customer sat scores...), it would be useful to allow a customer to identify a previous chat and re-connect with the same agent if possible, or perhaps to continue the chat with another one, while seeing the previous transcript for background.  We would have to present them with a list of previous chats or ask them to provide a number for lookup, at least.

    It doesn't work that way OOTB, so I never thought to question that.  I'm having a "question authority" day, so I'll ask - has anyone ever done that or is Oracle considering such an ability?

    Version:
    Service Cloud May 2016 (soon to be 18A, yay!)
  • Pavol Procka
    Keywords in an abandoned chat.Answered85.0
    Topic posted March 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat 
    Title:
    Keywords in an abandoned chat.
    Content:

    Hi,

     

    I am looking for a way to report on abandoned chats that have certain keywords in the question/customer thread.

    I have a report to show all abandoned chats, how can I search the chats.question column for specific keywords?

    Here is what I am thinking: We have a set of rules that assigns a specific Email Type to emails with specific keywords and I am thinking to add the condition Incident Source = chat,email to that rule? That way I could simply filter the abandoned chats on that specific email type?

    Many Thanks

    Pavol

  • eyespike1
    Chat Launch Page Challenge Question25.0
    Topic posted February 27, 2018 by eyespike1 Bronze Medal: 1,250+ Points, tagged Chat 
    Title:
    Chat Launch Page Challenge Question
    Content:

    Is it possible to ask a yes/no question on the Chat_Launch page that would launch chat for a no and redirect to another page with a different message?

    Scenario:

    "Are you calling about your x product?" if yes, then redirect to a page that has a custom message "We are sorry, live chat is not available for x service, please call in.) if no then launch chat.

    Thanks!
    Seth

  • Daniel
    Chat Page – Name of the employeeAnswered15.0
    Topic posted June 21, 2017 by Daniel Green Ribbon: 100+ Points, tagged Chat 
    Title:
    Chat Page – Name of the employee
    Content:

    Hi Community,

    the "Display Name" in the Account details controls the name of the employee who is to be displayed during e-mail communication and in a chat session.

    But is there a way to set a difference between Chat name (display: only the first name) and e-mail Name (display: first and last name)?

    Can someone help me?

    Thanks

    Theresa

    Image:
  • theguy
    chat always comes through as anonymous despite email, names...Answered155.0
    Topic posted May 2, 2017 by theguy Blue Ribbon: 750+ Points, tagged Chat 
    Title:
    chat always comes through as anonymous despite email, names etc. on the chat launch page
    Content:

    Hi there,

    Recently, I have come across this very weird issue where no matter what, the chat request from the chat launch page always come across as anonymous.

    On the chat launch page, I have some basic fields for user to fill:

    <rn:widget path="input/FormInput" label_input="Email Address" name="Contact.Emails.PRIMARY.Address" required="true" />
    <rn:widget path="input/ContactNameInput" required="true" />
    <rn:widget path="chat/ChatLaunchButton" label_button="Submit Request" error_location="rn_ErrorLocation" />

    Upon fill in the form and click submit request button, chat request comes through to agent desktop but neither email nor name is captured and thus system defaults to anonymous@anonymous.invalid

    Any advise is highly appreciated. Cheers.

     

    Version:
    OSvC May 2015 SP9, CP 3.2
  • Matt Miller
    Customizing Chat GreetingAnswered35.0
    Topic posted February 9, 2016 by Matt MillerBronze Medal: 1,250+ Points, tagged Chat 
    Title:
    Customizing Chat Greeting
    Content:

    Hi Everyone,

    I am attempting to customize our Chat Greeting to include the text that the customer types in on the Launch URL.

    At this time, <agent_login> fills in our agent's name. 

    However, I have tried <chats.question>, <chat.question>, and <incident.subject>, and it is not filling in the "Question" on the customer side chat window.

    Can anyone assist with this and let me know what I'm doing wrong. Thanks in advance for your assistance!

  • Matthias Hintner
    Syndicated Proactive Chat widget on mobileAnswered15.0
    Topic posted November 18, 2015 by Matthias HintnerBronze Trophy: 5,000+ Points, tagged Chat 
    Title:
    Syndicated Proactive Chat widget on mobile
    Content:

    Hi,



    Apologies to duplicate my post from the developer forum (https://cloudcustomerconnect.oracle.com/posts/9b054f41ff), but may be some masterminds in the user forum can give us some ideas:



     



    We are using syndicated conditional chat widget and syndicated proactive chat widgets with the Engagement Engine on our desktop site. However, on mobile browser we haven't managed to started with proactive chats. This is mainly due to as the desktop widget does not work nicely on mobile.



    What we would like have a separate mobile proactive mobile widget which



    • renders nicely for mobile users and
    • open on the same browser page instead of opening a new browser page.


    Is that possible?



    Currently any widget is opening the chat page on an external new browser page, moving the clients away from the original page. So clients need to swop between browser page during the chat and anytime when moving away from the browser page the connection stops to the chat.



     



    Have anyone came up with a solution who would like to share their experience.

  • MikeA
    Replace "Question" field with "Subject"...Answered55.0
    Topic posted January 6, 2009 by MikeA Gold Medal: 3,500+ Points, tagged Chat 
    Title:
    Replace "Question" field with "Subject" in Live Help tab
    Content:

    A configuration setting: {common configuration-->settings-->rightnow chat-->QUESTION_ENABLED} displays a Question field within the Live Help Tab on the end user pages:

     

    live.jpg

     

    The problem is, since this field is the same label/field as the Question field on the Ask a Question page. What happens is since there is no "subject" field available to include on the Live Help tab then by default the first 15 (depends on how you set it up) words included in any Question field will populate the Subject field on the incident when the Chat transcript is recorded in an incident. There are two problems with this.

     

    One: this causes inaccurate reporting when viewing by "Subject" because that information is really just from "Question". Two: having the Question field included at all is a bit misleading to the customer because they take the time to write out their question only to have the chat agent say "hi, my name is ___ how may I help you?"(in standard text by default). We tested this out on a few customers and there were a number of them who wrote out their question twice. I think it would be more efficient for the customer to have the option to provide a Subject so the agent has a bit of a heads up on the context of the upcoming conversation.

     

    Our current solution is to simply not include that Question field on the Live Help page. However, we would like to gather the Subject information to give our chat agents a heads up. It is possible to create a custom field called "Subject" but this will not populate the Subject field in the incident. Can anyone suggest a workaround? 

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