The latest update for the support home release includes the ability to use Live Chat tool (AkaChat) as an alternate inbound optional Customer engagement path.
AkaChat uses Live Chat, a powerful tool that most companies use as a support tool. Implementing Live chat enhances the customer experience in terms of response time. This implementation focuses on the pilot launch of Live Chat for the Account Management Group (AMG), who support customers on business issues.
The Akamai Chat option would be visible on the Support page in Luna.
Who can access Akamai Chat?
- Customers who are able to view, update, or create cases today in Luna, should be able to access Live Chat,
- Customers with support level higher than Standard support should be supported via chat,
- Customers with active contracts with Support Line item.
If agents are available for support, the Launch Chat button should be visible to customers. If none of the agents are available for support, the Launch Chat button should be greyed out.