Chat Idea

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...

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

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!

Originally posted by myke why the hell did I type indiana? I meant India...duh

We know what you meant   

Pretty good idea! why not?

Originally posted by myke why the hell did I type indiana? I meant India... duh