LiveChat Support

Staff Staff
1

LiveChat support is a very generous service we offer to customers, and it must be given second priority to more important tasks such as admin work or tickets - since LiveChat is VERY time consuming

From now on, if

ONE Person is on shift, no need to answer live chat sessions unless you are free (no urgent admin work or ticket work)

TWO people are on shift (technical). Only one person should answer live chat sessions. The other person MUST look after tickets and server problems. Both of you can decide who will handle livechat for a certain number of hours or minutes.

THREE or more people are on shift, at least 1 person must only work on tickets/admin work and not touch live chat. The remaining can work on LiveChat.

If one person is involved in continuous technical work and can’t handle support inbetween (server crises or backup operations), he should NOT be considered a person on shift. For example, if 3 people are on morning shift and 1 person is dealing with major issue… only 2 people should be considered on shift and only one person should handle livechat

I have worked on reconfiguring LiveChat so it tells customer to expect to wait upto 20 minutes and to use ticket if no one responds or not urgent. So if the available livechat operators are too busy, you can let that customer wait for upto 20 minutes

2

Also, if a live chat operator is VERY busy with multiple chats or needs to urgently handle another issue.. what you can do is create a ticket on behalf of the client by:

  1. Clicking on Advanced Options in menubar (right side) from Cerberus
  2. Selecting New Ticket in (Jodo Shared or Jodo Reseller)

You can then enter the email address of the client and attach a copy of the chat session or describe the problem the customer is facing. It would then become a ticket which you or some other tech can answer later.

Tell the customer that:
“I have created a ticket for you. Your ticket # is xxxx. We will get back to you shortly with an answer to your ticket”