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myke View Drop Down
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Direct Link To This Post Topic: Chat Idea
    Posted: Mar/30/2010 at 8:16am
This came up over the weekend when talking to a few kats (Pat, Stan, Doug, Phil)...


When a user goes into chat and asks a question using the product chat, often times they get impatient and leave the product chat before they can even get an answer. They don't know to give it a minute to allow somebody the chance to come in and help them. This causes some confusion and issues, and causes people to waste time typing an answer no one will read anyways.

Something that I realized - is if you go to say Verizon Wireless for example - and use their live chat customer service: When you enter the chat, you get a prompt saying 'connecting to a customer service representative, please hold for the next available agent....'

It gives the user an indication that 'yes, we recieved your question, yes we're going to help you - but you need to be patient...' Something that's lacking in sierra's product chat..

Now that you ahve the auto-response bot - something like that may be a good thing to put in place. When someone creates a new product chat - have it auto-respond that the next available CS agent will be there shortly...

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volador View Drop Down
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Direct Link To This Post Posted: Mar/30/2010 at 8:23am
yeah good idea. Or save the answer so that the next time the user logs in it will be there.
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Snowguy7 View Drop Down
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Direct Link To This Post Posted: Mar/30/2010 at 8:27am
great idea Myke!!

Also, the estimated time could just be some code that determines how many experts are in the chat / questions.  IDK how Dell & other companies do it though
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myke View Drop Down
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Direct Link To This Post Posted: Mar/30/2010 at 9:32am
Originally posted by Snowguy7

great idea Myke!!

Also, the estimated time could just be some code that determines how many experts are in the chat / questions.  IDK how Dell & other companies do it though


Dell and other companies do it by having an entire warehouse/sweatshop full of people in Indiana on netbooks....


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joness View Drop Down
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Direct Link To This Post Posted: Mar/30/2010 at 9:37am
Originally posted by myke


Originally posted by Snowguy7

great idea Myke!!Also, the estimated time could just be some code that determines how many experts are in the chat / questions. IDK how Dell & other companies do it though
Dell and other companies do it by having an entire warehouse/sweatshop full of people in Indiana on netbooks....


Yep!

And they don't have other customers answering messages at will. They have a staff whose only job is to answer questions, and can estimate how long each customer will take.
Good idea Myke!
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myke View Drop Down
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Direct Link To This Post Posted: Mar/30/2010 at 9:43am
why the hell did I type indiana? I meant India...
duh

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Direct Link To This Post Posted: Mar/30/2010 at 9:51am
Originally posted by myke

why the hell did I type indiana? I meant India...duh

We know what you meant   
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LeahE View Drop Down
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Direct Link To This Post Posted: Mar/31/2010 at 1:03am
Originally posted by volador

yeah good idea. Or save the answer so that the next time the user logs in it will be there.


That would be great if it saves. i asked a question but then when someone went to answer it my question and their answer disappeared.
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Charb View Drop Down
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Direct Link To This Post Posted: Mar/31/2010 at 2:01am
Pretty good idea! why not?
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Fincky View Drop Down
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Direct Link To This Post Posted: Mar/31/2010 at 2:07am
Originally posted by LeahE

Originally posted by volador

yeah good idea. Or save the answer so that the next time the user logs in it will be there.


That would be great if it saves. i asked a question but then when someone went to answer it my question and their answer disappeared.


The same thing happened to me, tbh the whole sierra chat needs a revamp. Seemed to work a lot better when I first joined sierra, maybe due to not as many people.

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Direct Link To This Post Posted: Mar/31/2010 at 2:45am
Originally posted by myke

why the hell did I type indiana? I meant India...
duh

 
It might work in Indiana... gets pretty muggy there in the summer. Enough to have a sweat shop I'm sure.
Don't get mad at your boss, just get apathetic about work
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