Goals
- enable the usage of LiveChat for Exam Services
- create Helpdesk.com tickets for chats initiated after hours
- implement chat bots to reduce common questions (future)
Background and strategic fit
ASWB is looking to augment its existing communication channels (phone, email, fax) with real-time chat support. This is being done in an effort to increase customer satisfaction
Assumptions
Tasks
| # | Title | User Story | Importance | Notes |
|---|---|---|---|---|
| 1 | Identify where users may initiate chat from | |||
| 2 | Identify the information to request/require from the user before beginning a chat |
User interaction and design
Questions
Below is a list of questions to be addressed as a result of this requirements document:
| Question | Outcome |
|---|---|