{"id":3134,"date":"2012-07-13T13:18:40","date_gmt":"2012-07-13T11:18:40","guid":{"rendered":"http:\/\/blog.websupport.sk\/?p=3134"},"modified":"2025-03-11T21:06:16","modified_gmt":"2025-03-11T20:06:16","slug":"novy-live-chat-vie-s-kym-chcete-hovorit","status":"publish","type":"post","link":"https:\/\/www.websupport.sk\/blog\/2012\/07\/novy-live-chat-vie-s-kym-chcete-hovorit\/","title":{"rendered":"Nov\u00fd live chat vie, s k\u00fdm chcete hovori\u0165"},"content":{"rendered":"Doba \u010d\u00edtania:<\/b><\/span> 3<\/span> min.<\/span><\/span>

Od svojho spustenia sa live chat<\/a> te\u0161\u00ed ve\u013ekej popularite. Dnes je to n\u00e1\u0161 hlavn\u00fd komunika\u010dn\u00fd kan\u00e1l, cez ktor\u00fd na helpdesk prich\u00e1dza a\u017e 40 % v\u0161etk\u00fdch ot\u00e1zok. Pred nieko\u013ek\u00fdmi d\u0148ami sme osved\u010den\u00fd chatovac\u00ed syst\u00e9m vymenili za nov\u00fd. Pre\u010do?<\/p>\n

<\/p>\n

V na\u0161ej firme sme na heldpesku dlh\u00e9 roky pou\u017e\u00edvali OTRS<\/a>. Tento open-sourceov\u00fd syst\u00e9m nebol zl\u00fd, no na ist\u00e9 veci nesta\u010dil. Jednou z nich bolo prepojenie e-mailov a chatov. OTRS bolo toti\u017e od za\u010diatku navrhnut\u00e9 len ako e-mailov\u00fd klient. Dlh\u00e9 roky n\u00e1m to sta\u010dilo, no po zaveden\u00ed live chatu to nebolo dostato\u010dne efekt\u00edvne.<\/p>\n

Superhero v akcii<\/h4>\n

Doplnenie \u010fal\u0161ieho helpdesk kan\u00e1lu si vy\u017eadovalo \u00fapravu syst\u00e9mu pr\u00e1ce. Vymysleli sme to tak, \u017ee jeden oper\u00e1tor sa venoval v\u00fdhradne chatu, ostatn\u00ed rie\u0161ili e-maily a telefon\u00e1ty. Probl\u00e9m tak\u00e9hoto rie\u0161enia sa uk\u00e1zal po \u010dase, ke\u010f chat za\u010dalo pou\u017e\u00edva\u0165 \u010doraz viac \u013eud\u00ed. Be\u017ene sa st\u00e1valo, \u017ee helpdesk\u00e1r mal otvoren\u00fdch aj osem \u2013 dev\u00e4\u0165 okien, \u010do mu dalo zabra\u0165. \u010casto sme museli uvo\u013eni\u0165 na chat \u010fal\u0161ieho helpdesk\u00e1ra a jeho robotu musel prevzia\u0165 zvy\u0161ok helpdesku.<\/p>\n

All in one<\/h4>\n

Pred nieko\u013ek\u00fdmi t\u00fd\u017ed\u0148ami sme OTRS vymenili za Live Agenta<\/a>. Jeho hlavnou v\u00fdhodou je, \u017ee od za\u010diatku je vyv\u00edjan\u00fd multikan\u00e1lovo. Zachyt\u00e1va nielen e-maily, ale aj chaty, tweety a statusy z Facebooku. Ka\u017ed\u00fd helpdesk\u00e1r vid\u00ed vo svojom INBOXE v\u0161etky typy ticketov. Hoci, ak si to situ\u00e1cia vy\u017eaduje, m\u00f4\u017ee si zvoli\u0165 iba odoberanie ur\u010dit\u00e9ho typu – napr. e-mailov. Vyu\u017e\u00edvame to hlavne pri pr\u00e1ci v neskor\u00fdch hodin\u00e1ch, kedy je chat offline.<\/p>\n

Inteligentn\u00e9 rozde\u013eovanie<\/h4>\n

Live Agent pride\u013euje v\u0161etky prich\u00e1dzaj\u00face tickety aktu\u00e1lne prihl\u00e1sen\u00fdm helpdesk\u00e1rom. Tak sa nem\u00f4\u017ee sta\u0165, \u017ee by toho bolo na niekoho prive\u013ea a in\u00fd by mal veget. Syst\u00e9m je dokonca nato\u013eko inteligentn\u00fd, \u017ee sa sna\u017e\u00ed prioritne pride\u013eova\u0165 tickety z rovnak\u00fdch IP adries t\u00fdm ist\u00fdm oper\u00e1torom. Ak je \u201ev\u00e1\u0161\u201c helpdesk\u00e1r dlh\u0161ie zanepr\u00e1zdnen\u00fd, nenech\u00e1 v\u00e1s \u010daka\u0165 a posunie v\u00e1\u0161 ticket niekomu in\u00e9mu. St\u00e1le je v\u0161ak pomerne ve\u013ek\u00e1 \u0161anca, \u017ee pri opakovanom kontaktovan\u00ed helpdesku, budete komunikova\u0165 s tou istou osobou. Nemus\u00ed v\u00e1m by\u0165 preto \u013e\u00fato, \u017ee si nem\u00f4\u017eete vybra\u0165, s ktor\u00fdm oper\u00e1torom chcete chatova\u0165.<\/p>\n

Ch\u00fdbaj\u00face fi\u010durky<\/h4>\n

Napriek v\u0161etk\u00fdm v\u00fdhod\u00e1m aj my vn\u00edmame, \u017ee s Live Agentom sa pracuje trochu inak ako s LiveChatoo. Ch\u00fdba n\u00e1m napr\u00edklad hodnotenie komunik\u00e1cie. \u00dazko v\u0161ak komunikujeme s v\u00fdvoj\u00e1rmi produktu a d\u00e1vame im podnety na vylep\u0161enia. Je pravdepodobn\u00e9, \u017ee \u010dasom sa hodnotenie spokojnosti do chatu vr\u00e1ti. Ide\u00e1lne by bolo, keby sa n\u00e1m podarilo presadi\u0165 integr\u00e1ciu LiveAgenta s NiceReply, aby boli \u0161atistiky kvality na jednom mieste. Dovtedy n\u00e1s m\u00f4\u017eete hodnoti\u0165 slovne, alebo vyu\u017ei\u0165 experiment\u00e1lnu fi\u010durku v NiceReply<\/a>, cez ktor\u00fa n\u00e1m najnov\u0161ie m\u00f4\u017eete necha\u0165 aj prepitn\u00e9.<\/p>\n","protected":false},"excerpt":{"rendered":"

Od svojho spustenia sa live chat te\u0161\u00ed ve\u013ekej popularite. Dnes je to n\u00e1\u0161 hlavn\u00fd komunika\u010dn\u00fd kan\u00e1l, cez ktor\u00fd na helpdesk prich\u00e1dza a\u017e 40 % v\u0161etk\u00fdch ot\u00e1zok. Pred nieko\u013ek\u00fdmi d\u0148ami sme osved\u010den\u00fd chatovac\u00ed syst\u00e9m vymenili za nov\u00fd. Pre\u010do?<\/p>\n","protected":false},"author":84,"featured_media":5579,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,7],"tags":[144,332,828],"class_list":["post-3134","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-novinky","category-technologie","tag-chat","tag-helpdesk","tag-support"],"yoast_head":"\nNov\u00fd live chat vie, s k\u00fdm chcete hovori\u0165 - Websupport.sk Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.websupport.sk\/blog\/2012\/07\/novy-live-chat-vie-s-kym-chcete-hovorit\/\" \/>\n<meta property=\"og:locale\" content=\"sk_SK\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Nov\u00fd live chat vie, s k\u00fdm chcete hovori\u0165 - Websupport.sk Blog\" \/>\n<meta property=\"og:description\" content=\"Od svojho spustenia sa live chat te\u0161\u00ed ve\u013ekej popularite. 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