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Claire Talbott replied to the topic Are help docs bad? in the forum General Discussion 7 months, 3 weeks ago
I enjoyed the article, and think she has some valid points. Are you creating articles as a bandaid for existing issues that should be addressed?
However, for those issues to be addressed you do have to have buy in from development and management as @andrewmoyer said, but your company also has to have the development resources to act on all these…[Read more]
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Claire Talbott replied to the topic Ticket Ownership in the forum General Discussion 10 months, 3 weeks ago
As an agent, I like owning my own tickets. If a ticket thread is ongoing, it’s usually a more complex issue, so it doesn’t make sense for another agent to get up to speed, and with certain issues, that can take a lot of time (resulting in everyone waiting longer for an answer).
Also, it lets me build a relationship with the customer as we work to…[Read more]
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Claire Talbott replied to the topic Are you a cat or a dog person? in the forum General Discussion 11 months, 3 weeks ago
Dog
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Claire Talbott replied to the topic Has anyone tried proactive live chat? in the forum General Discussion 1 year, 1 month ago
As a user, it really annoys me. If I want help, I’ll ask for it. That might just be me.
As a support agent, I’ve rarely seen it result in an actual conversation with a user, so it seems like a waste of my time when there are other users actually asking for help.
I like @Jason‘s idea about only doing it on certain pages, like if a user has been…[Read more]
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claire replied to the topic Demo Videos in the forum General Discussion 1 year, 5 months ago
We also used Screenflow for our demo video and worked well. We actually recorded the video and audio separately, and then combined them afterward. It made it easier than trying to do both at the same time.
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claire replied to the topic When you AND the customer are frustrated in the forum General Discussion 1 year, 6 months ago
Thanks for all the tips, y’all! @bill I like your idea of not only transferring it, but also initiating it before the customer gets to the point they ask in total exasperation.
Or just getting them on the phone to talk it out @chase.
This is the first times I had encountered a situation like this after a year and a half of support, so it kind of…[Read more]
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claire started the topic When you AND the customer are frustrated in the forum General Discussion 1 year, 7 months ago
I was recently trying to help a customer via chat who wasn’t technical at all. She needed help with an email settings and turning off notifications.
After walking her through this, she realized that email sent to her support address weren’t coming through. She insisted the changes we had made caused it. I tried to explain that wasn’t possible and…[Read more]
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claire replied to the topic How do you show your authenticity to your users? in the forum General Discussion 1 year, 7 months ago
One thing I’ve found helpful is to explain exactly what’s going on if there’s an issue vs. a vague “we’re working on it.”
I remember I had one customer who’s account got messed up when we did a migration. Her agents were getting duplicate notifications throughout the day (as many as 300). It took us about 48 hours to get the problem…[Read more]