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Hi Folks….

We’re still working out way out of the proverbial computer support stone age, and one capability that we’d really like to explore is offering “Live Chat” to our customers…….primarily for “on campus” customers, but eventually extending that to “off campus” as well.  What we’re wondering is – How do *you* do this??  What technology or software do you use?  Is it “software”?  Or is it an “appliance”?  What technologies work?.....which ones should we avoid?

 

Thanks in advance,

 

Michael Schalip

Central New Mexico Community College

Dir, ITS/Customer Support Services


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Here at Indiana University we use Bomgar appliance - http://www.bomgar.com/. Good success, easy to maintain, also offers remote support options. Licensing is per agent for concurrent use, so somewhat flexible.

 

 

We have been using Meebo for several years now in our hotline area but have found very little to no monthly use.

When we have had a contact it more often leads to a telephone contact as having situations/solutions explained via text seems difficult for both parties.  :)

Tom
Director, ITS - User Services University of Northern Iowa 36 ITTC Building Cedar Falls, IA 50614-0522 Phone: 319-273-6460 fax: 319-273-7518 "For deaf or hard of hearing, use Relay 711" Website: http://www.uni.edu/peterson "The University of Northern Iowa provides transformative learning experiences that inspire students to embrace challenge, engage in critical inquiry and creative thought, and contribute to society." On 6/20/2012 11:48 AM, SCHALIP, MICHAEL wrote:

Hi Folks….

We’re still working out way out of the proverbial computer support stone age, and one capability that we’d really like to explore is offering “Live Chat” to our customers…….primarily for “on campus” customers, but eventually extending that to “off campus” as well.  What we’re wondering is – How do *you* do this??  What technology or software do you use?  Is it “software”?  Or is it an “appliance”?  What technologies work?.....which ones should we avoid?

 

Thanks in advance,

 

Michael Schalip

Central New Mexico Community College

Dir, ITS/Customer Support Services


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This message has been scanned for viruses and
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********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

We have also been using Meebo and texting for about a year, however, I just heard Meebo is going away now that Google bought it J

 

Karen

 

 

Karen McRitchie

Information Technology Services

Grinnell College

 

 

 

 

At UNM, we use LogMeInRescue and it has a chat component.
Tammy Jo (TJ) Martinez, MPA
Director, Customer Support Services
UNM Information Technologies
505.277.0960

"Aikman, Chuck" <caikman@INDIANA.EDU> wrote:


>>> "Aikman, Chuck" 2012-06-20T10:51:45.167624 >>>
Here at Indiana University we use Bomgar appliance - http://www.bomgar.com/. Good success, easy to maintain, also offers remote support options. Licensing is per agent for concurrent use, so somewhat flexible.

Thanks,
Chuck

Chuck Aikman
Manager, Knowledge Management
Indiana University
University Information Technology Services

Good afternoon:

Here at UW-Madison, we use a combination of tools. To chat, we use Jive's software (this is shared across campus with other teams, as well). To remote control machines, we use Bomgar. Though Bomgar has a chat component, we do not use that (yet!).

Sean
-- 
Sean Bossinger
Help Desk Manager, Assistant Director
University of Wisconsin-Madison
Division of Information Technology
User Services
608.262.8148 | seanb@doit.wisc.edu

At California State University East Bay we also currently use Jive for chat and Bomgar for remote support.

Message from cs51@txstate.edu

We also use Bomgar for both Live Chat and remote support.

 

Some of my favorite features:

·         Able to grab details of connecting computer (IP, computer name, installed programs, OS, etc)

·         Ease of turning ‘chat’ into ‘remote support’ (one click)

·         Available metrics, screen recordings and transcripts of support session/chat.

·         Use of predefined templates and responses

·         Management of agents, queues,  (able to transfer chat sessions, or only offer certain request types to qualified agents).

·         Ability to run scripts and software installs remotely.

 

For internal chat (not end-user support) we use jabber.

 

 

Catherine Stevens
itac

Service Desk Manager

Technology Resources

Texas State University

512.245.ITAC (4822)

 

 

 

From: The EDUCAUSE User Services Constituent Group Listserv [mailto:USERSERV@LISTSERV.EDUCAUSE.EDU] On Behalf Of Setareh Sarrafan
Sent: Wednesday, June 20, 2012 2:59 PM
To: USERSERV@LISTSERV.EDUCAUSE.EDU
Subject: Re: [USERSERV] What do you use to "Chat" with your customers??

 

At California State University East Bay we also currently use Jive for chat and Bomgar for remote support.

And… after rereading my response, I just realized I didn't answer most of the questions:

For our chat service, we use an on-premise Jive server; for Bomgar, we use a virtual appliance hosted in our data center platform. I know from experience managing a Bomgar implementation at Florida International that it really is fairly simple to get up and running, and well worth the (what some would consider to be expensive) cost. Bomgar is also quite secure, and, as others have already replied, gives you a wealth of capability and information on your customers who are contacting you.

If anyone has additional questions, please don't hesitate to shoot me a follow-up e-mail.

Sean
-- 
Sean Bossinger
Help Desk Manager, Assistant Director
University of Wisconsin-Madison
Division of Information Technology
User Services
608.262.8148 | seanb@doit.wisc.edu

We  recently  implemented  Livezilla LiveChat and  it is working well so far ( 3 months).  the main  use  was intended for  TECHNICAL  support  by  putting the icons on the IT website http://infotech.adelphi.edu/   but  the majority of  chat requests are for  non-technical questions (registrar, admissions, housing.)   Click to chat if you want to  try it out.  

It was a VERY low cost  and HIGHLY flexible product that I think will be easily  expanded to many other groups on campus for no additional cost.    It is hosted internally on a VM webserver and administered by  one of my helpdesk staff.

We used the  free  version for a year to run a pilot before going live. 

We also have  Bomgar and looked into using the chat tool from them  but it did not have all of the bells and whistles that other chat tools offer. 


Charlie Kulins


 


Manager of Customer Services

Office of Information Technology

Phone:  516.877.4322
Web:     IT.adelphi.edu
E-mail:  ckulins@adelphi.edu

 


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