McGeeky


Hi. Any help would be useful here! I am investigating Messenger as a medium for
our customers to contact our support centre and have their questions
answered. When a customer wants a question answered they would start a
conversation with our Messenger support account. The conversation would
then be routed to one of our available support staff.

Is this possible with Messenger

Thanks!!




Re: Messenger as a channel for tech support

Jianmin - Bricksoft


Yes. I think it is possible. You need write a application process customer MSN request.

McGeeky wrote:
Hi. Any help would be useful here! I am investigating Messenger as a medium for
our customers to contact our support centre and have their questions
answered. When a customer wants a question answered they would start a
conversation with our Messenger support account. The conversation would
then be routed to one of our available support staff.

Is this possible with Messenger

Thanks!!







Re: Messenger as a channel for tech support

McGeeky

How would I write the application Is there an API for Messenger

Thanks for you help.






Re: Messenger as a channel for tech support

Jeroen Bransen - J-Thread

Yes there is, it's called the Agents SDK.




Re: Messenger as a channel for tech support

McGeeky

Hi Jeroen. Thanks for the link. The Agents SDK is interesting. However, it won't work in our scenario. We don't want to automate responses to our customers, we want to put them in contact with actual support staff.





Re: Messenger as a channel for tech support

Jeroen Bransen - J-Thread

Well, it could work, but it would require some work. The scenario I have in mind, is where you first chat to the agent, who will bring you in contact with a real person. It seems to be hard to implement though.




Re: Messenger as a channel for tech support

SoulSolutions

It really is a great killer app for Agents and Messenger. Over time the Automated Agent could build up a better set of answers for FAQ based on what the support staff answer, it could redirect to the best support staff for the specific question and get more inital information from the customer in a straight forward manner while not occuping support staffs time.

You would expect this would enable smaller business to offer a greater service at lower cost.

I'm surprised there isn't a demo of something like this already Is there a good list of resources and demos available anywhere for agents

I know it is a seperate forum here.

John.






Re: Messenger as a channel for tech support

Jianmin - Bricksoft

It depand on you are good at what language like c/c++,.Net,Delphi or other.




Re: Messenger as a channel for tech support

McGeeky

HI Jeroen. Seems like a good idea. The agent is acting like a switchboard then The agent is the first to take a message from the customer, makes an initial response to the customer, then hands the customer over to an available operator.