Customer Support Chat opening line is misleading

  • 2
  • Idea
  • Updated 3 years ago
  • Implemented
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Just a minor annoyance, really. Maybe change the automated message to read something like "Hi I'm So-and-so, please be patient for a moment while I read your question/issue."

See when creating a support chat request, the form asks for a description of your issue. However, when the support staff starts the chat their automated greeting also asks for a description of your issue.

After several tests, I've discovered that if I respond to the automated message, the staff will not read my entry on the form, and I will literally be repeating myself. But the automated message is basically begging for a response that I'm sure gets many people.

So a knowledgeable user can:
*Skip the entry on the form (the place where they can take their time and make sure everything is clear without time pressure). I assume since it's being asked for here, that SPS Commerce wants it. If it's unnecessary, maybe remove it and get rid of the whole issue?
*Ignore the automated message and hope the support staff is reading the form entry and doesn't simply assume the user has left and disconnect the chat
*Know to copy/paste the form entry to the open chat, while hoping they don't need their clipboard for anything else while waiting for the chat to open (I try to multitask)
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Nicolas

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  • Mildly annoyed

Posted 3 years ago

  • 2
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Jordan, Software Engineer

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Good morning Nicolas,

Thank you for posting to the Support Center!  This is an extremely logical request as I see exactly what you are referring to.  Let me look into which would be best to change - the description field on the chat request form, or the initial greeting. 

Thank you for bringing this to our attention, I am sure you are not the only one who feels this way.

Happy Friday!

Jordan
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Jordan, Software Engineer

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Good morning Nicolas,

We have updated the opening automated message to address this.  It now reads, "Hello, my name is (Name), one moment please while I review your inquiry."

Again - thank you for the suggestion, I really appreciate it! 

Have a great day,

Jordan
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Nicolas

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Fantastic! It's great to see such a fast turn around.

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