Many global IT companies operate an internal service desk providing support for internal end users located in North America, Europe, Asia, Australia, and more. Chime can help companies provide support to all of their employees!
Internal service desks want to provide their end users (often their own employees) another avenue for support opposed to calling the service desk or opening a support ticket. Even issues such as garnering a password reset, inability to access email, or software installation issues, are simple to fix but still require calling the service desk and waiting for an agent.
Many enterprise service desks often want the following business issues to be fulfilled:
Instant Chime for Lync/S4B enable service desk agents to work on more than one issue at a time. This is a huge advantage over phone support, where an agent can only work with one user at a time. With Chime queues in several languages, employees from offices around the world can get the help they need in the language they speak.
As a global enterprise, companies have end users that speak a variety of languages, and accents are always a concern via phone support. Chat support helps to neutralize the accent barrier between the end user and the service desk agent and also leads to higher customer satisfaction.
Since both the end user and service desk agent are utilizing the Skype for Business client, they are able to use a majority of rich client features, including the screen capture feature. The end user can send screenshots of their environment which helps the agent quickly identify the issue. In addition, the agents can send the end users a series of steps that they need to perform, or a link to an existing procedure.
After a customer clicks a button on a web page, Chime will launch a new window that will connect that customer with an agent. A live chat session between the customer and the agent using Lync/S4B will begin, enabling the guest to get immediate help.
Agents can quickly and easily accept an inbound chat just by clicking on a toast notification. When connected, the agent will see a host of information about the inbound guest. The agent also has access to any canned/standard replies that have been created. Agents can send and receive files. Chime is designed to give agents the ability to give help quickly and efficiently. Agents also have the ability to do real time translation using the Microsoft Azure translation service.
Because Chime has the concept of roles/permissions, those designated as managers and admins have a host of elevated abilities. These abilities include monitoring ongoing chats, looking at charts and statistics, generating reports, and much more.
Chime allows the ability to send out Lync/S4B alerts to designated people or groups in an organization. This is really great for those who want to quickly let everyone in your organization know something without being capped at the built-in 250 maximum of Lync/S4B or relying on email.
Have a server down? With Chime, you can quickly create an outage that will be displayed to every inbound guest who starts a chat. This will help deflect any inbound traffic that might be related. An alert can also create an outage, allowing you to preemptively notify people of the outage right through Lync/S4B.
Designed for the enterprise, Chime has the ability to integrate with several platforms via 'virtual agents.' These platforms include SMTP (email), Salesforce, Microsoft Dynamics, ServiceNow, and Alchemy.
For more info about how to use virtual agents, click here » Virtual Agent Integration.
The entire Chime app now has the ability to be translated into another language at the click of a button. Each guest and user can set their own language preference from a list of languages in the footer. Currently, we support English, German, Spanish, French, and Finnish. The translation files are also easily accessible so they can be fine-tuned if needed.