Instant Chime - Service Desk using Slack
Instant Chime for Slack marks the next step in the evolution of the enterprise service desk leveraging Slack.
We have a few core concepts driving many of the features in this release:
- Service Desk platform using Slack
- Add chat bots for self-service and deflection (IBM Watson)
- Conversational UI using Slack dialog cards and templates
- Add cognitive services for sentiment analysis (IBM Watson)
- More than 30 charts and reports to monitor usage, metrics, and bot integration
High Level Demo and Presentation
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Customer or Employee Experience
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 Slack will begin, enabling the guest to get immediate help.
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Agent Experience
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.
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Manager Experience
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.
Screenshots
Chime for Slack Web Client Experience (8)
Chime for Slack Client Experience (9)
Charts and Metrics (6)
Watson Charts and Metrics (12)
Chime for Slack Watson Experience (11)
Queue Dashboard Experience (3)
Chime for Slack Agent Experience (5)
Watson Settings Setup (7)
Charts and Reports
With Chime for Slack, you can quickly render, download, and export many types of charts and reports about the conversations that have taken place within Chime.
- Both managers and admins have the ability to view both system level and queue level charts and reports.
- Managers can only view charts and reports for the queue or queues they are responsible for managing.
- Admins can view charts and reports for any and all queues within the entire system.
Click Here ⇨ Complete List of Charts and Reports.
Prerequisites and Install
For the prerequisites of setting up Chime for Slack, click here » Chime Prerequisites
For a list of steps on getting Chime for Slack installed, click here » Install Guide
Mission
We understand Instant Chime will be deployed and managed as a part of a larger, more complex enterprise IT ecosystem. Our design-centric approach focuses on ease of use in both the back and front end of the solution. Instant customers leverage their existing Slack framework with no additional heavy technology lift for a clean installation process and a modern user interface so help desk agents can be up and servicing employees quickly with minimal training.
Pricing
Chime integrates with your existing systems allowing you to extract more value out of your infrastructure investments. With Chime you own both the application and the data. Chime pricing is based on a per-queue model according to the number of agents you can invite into a session for support. With other solutions typically priced based on a per agent/per year annual fee, costs can mount quickly. Our sliding scale supports an ROI based on increased agent productivity and leveraging your existing IM and UC platform investment.
* Note - Chime is also available for Microsoft Lync®/Skype for Business® and XMPP. Click on one of the links below to be taken to the corresponding website.
Chime for Microsoft Lync®
Instant Chime in the Cloud
Chime for XMPP
