Summary
Providing customers with multiple options for engaging support gives greater flexibility for organizations. Defining which channels to make available and how those channels populate session data ensures that customers and agents can engage with each other in the best way possible. Offering a chat communication option to customers is becoming a requirement for any support organization today. Omnichannel for Customer Service lets organizations provide their customers with flexible chat options that can be surfaced in different areas to offer targeted support based on what the customer is doing. Organizations can capture key information about their customers and use it put their customers in touch with the right support people.
In this module, you learned how to deploy a chat widget in Omnichannel for Customer Service, including:
Examining how chat channels are used and the role that they play in Omnichannel for Customer Service.
Looking at how chat channels are created and which components need to be configured.
Discovering how file attachments and chat transcripts are used and the process for enabling them.
Learning how to create prechat surveys that help provide additional information about the person who initiates a conversation and how to use that data to control what is loaded in the application.
Examining the process that is used to embed a chat widget in a portal.
The next steps would be to gain a deeper understanding of how to define and configure other channel communications in Omnichannel for Customer Service. This extra learning would include how to deploy SMS, Facebook, and Entity channels.