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Web Self-Care ChatBot Option

PostedMarch 14, 2024
UpdatedMarch 14, 2024

MACCs integration with LiveChat and ChatBot, partners of Harris, transform customer service and empower customers to “help themselves” reducing the need for live support. End-users can utilize LiveChat (chat with a human/CSR,) or ChatBot (chat with a bot your company sets up) or both to solve common service inquiries. These APIs eliminate wait times and ensure constant support for your business. This real-time, human and/or bot chatting experience is now achievable from MACCs Web Self-Care product as well as your company website. A transcript of all chats will be sent to Customer Master and automatically saved in the Client Relationship Management (CRM) screen for the applicable end-user. Contact your Client Solutions Manager if your company is interested in LiveChat or ChatBot.

WebSelf-Care User Portal:  If teh MACC Implementation team has implemented/activated the LiveChat or ChatBot API fro a company that utilizes MACCs WebSelf-Care Product, and the Chat Defaults are setup in the Maintenance tables in Customer Master, that company can begin using LiveChat/ChatBot.  End users connected to or registering for Web Self-care will see a new company-designed widget in the Web Self-Care screens.

Companies can also create and utilize LiveChat and/or ChatBot widgets for their company website using their name/logo. Depending on which API(s) a company chooses to implement, end users can chat in real-time with CSRs (LiveChat) or chat with a bot (ChatBot.) In the examples, the end-user is chatting with a bot named “MACCBot” (with the MACC logo) in the Web Self-Care portal. Though the examples are of an end-user chat with a bot, human/CSR chats with end users will look the same.

Clicking the Widget will open a bot dialog box, and the end user can ask the bot questions. The user must enter their Name, Phone Number, and Email that matches their account in Customer Master. Click the “Start the chat” button to begin a chat with the bot.

The bot will ask the end user how they can help, the user can type their question(s) and the bot will answer. In this example, the user asks, “How do I update my password or email address?” The bot responds and the user asks another question. When the chat is completed the bot will automatically close the chat or the window can be manually closed.

Once the chat is completed or the chat dialog box is closed, a transcript of the conversation will be added as a row in the Client Relationship Management (CRM) screen in Customer Master for the identified account. Having the row in CRM will help if an end-user chat with a bot takes place outside of agent/CSR business hours. The agent can use the transcript in CRM to follow up with the end-user when they are available.

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Delinquents

No Penalty Option for Delinquents

A new “No Penalty” option is now available for delinquent accounts, so users have the ability to send a late notice to an account, but keep the account from getting a penalty. An Expire Date, Alert, and reports are available for accounts flagged No Penalty.

A No Penalty check box was added to the Credit Node of the Service Order, with a corresponding Expire Date drop-down calendar. When checked, the account can receive a delinquent notice, but will not get a late fee during the Penalties process. The Expire Date can be set to limit the amount of time the account is exempt from penalties.

A No Penalty Alert is available for both Inquiry and Payments at Maintenance | Common | Alerts, and will display in the Alerts window for any accounts flagged No Penalty.

The Non-Zero Balance Report found in the report’s menu of the Delinquent process, contains a new No Penalty column to aid in identifying No Penalty accounts.

The Credit Attributes report, and the Grid Report – Account can be used to discover accounts flagged as No Penalty. The Credit Attributes report has a new group box for No Penalty Options, and the Grid Report – Account includes No Penalty, and No Penalty Expire Date selections.