Who has implemented Live Agent Chat and then went away from it and why?

Lori1
Tera Expert

‎08-26-2024 08:00 AM

Curious as to what challenges have been encountered with Live Agent Chat that should be considered before implementing. Also, what challenges arose where it was determined not to continue with live agent chat.

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4 REPLIES 4

Sandeep Rajput
Tera Patron
Tera Patron

‎08-26-2024 08:03 AM

@Lori1 One of the challenges is if the option to chat with Live Agent is available the end users try to use it instead of the self help options. Which increases the work load on the agents supporting the live chat option. 

Lori1
Tera Expert

‎08-26-2024 08:09 AM

Yes, I can see this happening! Thank you!

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Sandeep Rajput
Tera Patron
Tera Patron
In response to Lori1

‎08-26-2024 08:11 AM

@Lori1 Thanks for the upvote. Could you please mark the response an accepted solution if it addressed your question.

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Lori1
Tera Expert
In response to Sandeep Rajput

‎09-02-2024 05:31 AM

I am looking to see all the challenges that have been encountered. Is there anyone else that went to live chat and then reversed that decision? And what was the reason for the reversal? If it is all the same reason as what Sandeep mentioned, I would also be interested in know that!

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