We have a dedicated phone line and a JIRA website for handling support tickets, but customers want faster responses.
The majority of support requests are very simple: "I lost my password", "How to download the acknowledgment of receipt of a mail? "," Why is this address not valid? "
Why did we choose a chat tool?
According to several studies, this is the tool that is popular with customers (60% of customers see graph on the left)
Many large groups use these tools on their websites and more and more customers are used to using them. Since April 2016, 100,000 chat bots (or robots) have been launched on Facebook Messenger.
For our support team this is a more efficient way to deal with minor support requests. An automatic history is performed based on the user's login and a discussion can be transferred from one support agent to another.