Why Chat?

The University Service Desk is encouraging LITS employees to try out the Chat function in ServiceNow.

Why Chat? Great question.

Asking the question “Why Chat?” is where we started. When thinking about avenues for communication, we understand that different people have different needs. Chat opens another portal for communicating with the University Service Desk.

The benefits of using a chat function in service desk operations are significant. Chat:

• Enables multitasking
• Complements and enhances the existing self-service experience
• Makes customer service faster and more efficient
• Reduces response time
• Offers real-time issue resolution

The idea of placing greater emphasis on chat had been around for a few years, however, in previous versions of ServiceNow the audio chat notification, which notifies Service Desk analysts when a Chat customer is waiting, was too quiet, which caused spending Chats to be abandoned.

The recent ServiceNow upgrade to Helsinki offered Chat Connect, which improves our ability to provide timely service to customers because of its improved audio and visual cues. The Service Desk began testing Chat Connect in February, after piloting various forms of Chat since 2016.

The basic features of our Chat offering are as follows:

• Firefox is the preferred browser
• Live Chat conversations are subject to the same compliance rules and regulations as verbal contact. (ex. FERPA, Security vetting, etc.)
• Information that cannot be transmitted via email cannot be transmitted via Chat
• The following requests can only be completed over the phone:

  • Password Resets

  • Unlocking of accounts

  • Administering ePin codes to sponsors

  • VPN vetting

Although the Service Desk’s full support hours are 7 am to 6 pm Monday thru Friday, Chat is available from 9 am to 5 pm Monday thru Friday. So, the next time you are thinking about calling or creating a ticket, give Chat a try. Our analysts are standing by!