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DD CHAT AND BROADCAST

 

DD Chat is a chat-system that sits within DD Tech and enables your customers to ask for support via live chat. Broadcasts are an excellent way to notify your customers on critical outages and important messages. 

Both aid in establishing a better communication between your technicians and customers.  

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How does DD Chat & broadcast Work?

DD TECH

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DD Chat: Technicians can choose to accept the chat request in DD Tech and through the chat session manager handle chat requests easily.

Broadcasts: Technicians can highlight any important updates and messages through DD Tech so that you customers are better informed.  

 

DD PORTAL

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DD Chat: A clean and intuitive interface on our DD Portal allows your customers to fire up chat in one-click. 

Broadcasts: Make sure your customers never miss a critical notification in their email, the broadcast appears in the DD Portal till they decide to dismiss it. 

FEATURES

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Tickets are automatically created and attached to the chat sessions

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A chat session can be created pre-tickect or post-ticket

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Technicians are notified every time a chat session is started

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5 different statuses for the lifecycle of the chat sessions; Waiting, Handled, Abandoned, Callback, Completed

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Technicians can use DD Chat- a chat system through DD Tech and customers can use live chat through the Portal

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Inform customers about the critical messages and notifications so that they don't get lost in the email, and stays in the DD Portal till they decide to dismiss it. 
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Schedule Broadcasts - Day and time and remove the Broadcasts once it has served its purpose.
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Change your presence from 'Online' on Tech to avoid getting chat requests. See your customer's presence, Online, Away or Busy on the DD Portal through Tech
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Enable the callback feature in case all your techs are busy and cannot get to the phone
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View chat history by filtering company and contact
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Overall DD Tech is a great tool for our entry level engineers.

Teaching and learning the market leading PSA systems is overwhelming, and the most time consuming part of onboarding a new engineer.

DD Tech bundles all our core features, places them in an intuitive layout, and allows our engineers to perform our businesses core actions without having to touch our PSA.

Aaron Corney | Help-Desk Leader | LANcom Technology

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