Google Chat as inbound channel for help desk use case
We support MS Teams as a channel for IT desk use case. Some customers asked to support Google Chat in a similar use case.
End user contacts Customer Support through a group in Google Chat and the chat is routed to an agent who is able to reply.
This use case is particularly important for BPOs which handles IT support for their customer (SCC, Sopra, Comearth, fimainfo - only in France)
https://rc.lightning.force.com/lightning/r/Account/001Hr000023vagMIAQ/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DOMr7YAH/view
https://rc.lightning.force.com/lightning/r/Opportunity/006TU00000DQLXaYAP/view
https://rc.lightning.force.com/lightning/r/Account/0012H00001gHulwQAC/view
Gael
shared this idea
This is not a common channel in CCaaS space, we'll need to gather interest on this
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Rémi
commented
This customer requested this channel as well for Helpdesk and for internal services. They are heavy users of Google Workspace. https://rc.lightning.force.com/lightning/r/Account/0013400001XC8PeAAL/view
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Gael
commented
customers using Google Workspace will benefit of this integration to connect their IT support to RingCX
We start a POC in 1 month with https://rc.lightning.force.com/lightning/r/Account/0013400001XBfl2AAD/view
This customer uses Google Workspace
https://rc.lightning.force.com/lightning/r/Account/001Hr00001jVOeJIAW/view and we signed RCX 6 months ago.
this account (+ 20 subsidiaries) are Google Workspace customer
https://rc.lightning.force.com/lightning/r/Account/0012H00001bkdv3QAA/view
Our partner https://rc.lightning.force.com/lightning/r/Account/0013400001SSwa3AAD/view
is a Google Premium partner and sell Google products.