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CH Experimenting with Live Chat Support
 
PWizard  posted on Nov 25, 2016 9:09:42 AM - Report post

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We've installed a live chat system throughout the entire website. This can be used for account related support issues such as forgot password, email, premium upgrades, etc. This can also be used with trainer related problems. TeamViewer support is also available through our live chat function.

We will see if it helps us to resolve customer issues more quickly, how often it is used, if it is used appropriately and then make a decision if we will keep it permanently.

Just an FYI for those that are seeing the Live Support ribbon at the bottom of the page.

If one of us is not available to chat, you can leave a message and it will be routed to the correct support person, a ticket created and we will get back to you as soon as possible.

 
Sapphire  posted on Nov 25, 2016 9:44:30 AM - Report post

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It is an interesting idea, tho I can't help but wonder about the personal resources that needs to be invested in it

a live chat with someone requires more focus than a forum post or reading one, you have to be active in it and I would think the CH team is already very busy.

That does bring up the option for support staff of course but being available to people and most likely telling them the same thing over and over and the same fixes in sessions can be taxing and uninviting to most on a volunteer basis, but if it works out that's great certainly.

[Edited by Sapphire, 11/25/2016 9:45:03 AM]

 

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That's why we're trying it out. Nevermore and myself work support emails and other things and can easily multitask to help people with live chat. Our programmers will not be using it. So, whether we help someone on the forum, through email or livechat, it's all the same but might be easier with chat as we can see the user's desktop and get a better idea of the problem faster than exchanging 10 emails or board posts.

We'll see how it goes. We want to provide the best support we can to our users.

 
wee_wee  posted on Nov 28, 2016 12:14:19 PM - Report post

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ISthe email working i sent a ticket in and it came back as deleted and no answer
 
Nevermore  posted on Nov 28, 2016 12:21:54 PM - Report post

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I've sent you a PM
 
Mirraluka  posted on Nov 30, 2016 12:23:00 PM - Report post

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Great that is CHU pathfinding for it's members what a great service and I hope it will be successful and Good Luck.
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