SOCIAL MEDIA INTEGRATION : Livechat enable us place a chat feature on our Facebook fan page,thereby enabling our helpdesk agents respond to chats from Facebook,like they come from our website. TICKET REPORTING : The ticket reporting feature provided by Livechat shows us the number of tickets created by customers.While also giving us a breakdown on how many of these ticket were successfully resolved,how many were left unresolved,how many had positive or negative ratings etc This vital analytical information ,enable us measure the performance of our helpdesk team.

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Botengine has reduced the workload on the helpdesk department . However ,I fear we may come one day have an advanced Botengine ,years down the line ; which is able to respond to the current complex queries we respond to and thus when that day comes , why would my employer keep me at the job ,when a Bot can do a better job ,without ever getting tired.

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