A message to tell a customer of a service hours for a Chat without ability for customer to leave a message.

Beantwortet

9 Kommentare

  • Ramin Shokrizadeh
    Zendesk Product Manager

    Suppasak Tic Thanks for posting your feedback. We have no immediate plans to change this behaviour but you can do some custom implementation work using the Javascript API or the Web SDK.

    https://developer.zendesk.com/embeddables/docs/widget/chat#on-chatstatus

    You can use this API to trigger a custom message/modal with your operating hours when the account status goes offline.

    Alternatively, you can look at building a fully custom widget using the Web SDK to behave the way you want: https://api.zopim.com/web-sdk

    0
  • Suppasak Tic

    Dear Ramin Shokrizadeh

     

    Thank you very much for your reply, but I expect a better answer. 

    If I can implement it myself, why do I have to give a feedback? What is a purpose of a feedback anyway?

     

    Honestly, I don't satisfy with your answer and it confirm me that giving a feedback is useless.

     

    Suppasak.

     

     

     

     

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Sorry that you feel this way Suppasak. We try to provide alternative solutions or workaround in the feedback forums to try and unblock customers now (if and when there is a way).

    Most customers who implement the widget either staff the channel in a way to support and handle offline messages or they hide it completely when they are offline and display a message in their website footer or help center page. Many customers actually want the account to never go offline and offer native/persistent messaging, which is something we are working towards. The request to have the widget visible with no path for the visitor to do anything is not a common request from our customers. 

    If you dont want to be offline, you can look at using Answer Bot and deflect customer requests with help center content when your business is offline so your customers can still solve their problems when no agents are available to support them.

    0
  • Suppasak Tic

    Dear Ramin Shokrizadeh

     

    We don't have enough resource to provide a support via Chat 24/7. When there is no chat agent online, the chat balloon disappear. Customer, especially a one-time visitor who potentially to be our customer might think that we don't have a support via chat and then they decide not to be our customer. This is a problem. The end customer now a day is just a quick look on a website to find what they are looking for. You can put all information in your web site, but you need to know where to put it in order to make in impact to the end customer.  

     

    I think the problem is Zendesk never use their product to support the real end customer (they just support somehow Zendesk administrator like me who already bought the product), so they don't know what it should have in their product to support the real end customer.

     

    Like Zendesk themselves, when I want to start a chat with Zendesk, but there is no balloon to click and chat. At first, I think I might go to a wrong place or menu. But now I know that I have to wait until Zendesk have a good mood then they will make the chat channel appear to me.

     

    Anyway, at least this time you give me a link and tell me to fix the issue myself. It's better than "accept it and go to give a feed back" that I always feel after contacting Zendesk. Thank you for that.

     

    Suppasak Tichinpong

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Thanks for your response. We actually use the Chat product to support our customers on a daily basis, which can range from admins to agents and prospective buyers. Zendesk also recently increased our internal chat team and operating hours for all customers to get support via live chat. 

    Have you tried using the offline form to see how many messages come in after hours? You can use the offline form greeting area to specify your working hours/circumstances. The better end user experience is to know you will eventually get help through a ticket reply or email vs being told to come back again to the website when agents are online. 

    0
  • Suppasak Tic

    Dear Ramin,

    "Have you tried using the offline form to see how many messages come in after hours?"

    I think I have already told you that WE DON'T HAVE ENOUGH RESOURCE to handle the offline message NOW.  

    Tell me how it's a  better end user experience if they can leave a message and get no response! I want to see your answer!

    Suppasak.

     

     

     

    0
  • Ramin Shokrizadeh
    Zendesk Product Manager

    Ok, sorry that you feel this way but I was just trying to understand what you have tried already.

    This conversation has moved to being unnecessarily hostile and against the community code of conduct: https://support.zendesk.com/hc/en-us/community/posts/115008086807-Zendesk-Community-Code-of-Conduct#:~:text=Here%20are%20some%20things%20to,use%20foul%20or%20inappropriate%20language

    I suggest if you want to continue to get responses from people that you use a more appropriate tone and respect in the future.

     

    0
  • Suppasak Tic

    Dear Ramin Shokrizadeh,

     

    I don't see where in my message that I am not respect you, please point one.

    Instead, I see that you don't respect me by ignoring what I have take time to explain, and you more disrespect  me by trowing the code of conduct to me.

     

    Suppasak.

     

     
    0
  • Brett Bowser
    Zendesk Community Team

    Hey Suppasak,

    Brett here from the Zendesk Community Team! I wanted to thank you for taking the time to share this feedback with us. Rest assured, Ramin has heard your feedback and the appropriate team is aware of this product limitation you're experiencing. 

    That being said, we can't take action on this feedback currently as our roadmap for Zendesk Chat has already been set. 

    If you do have any other questions or concerns please do not hesitate to ask.

    Cheers!

    0

Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.

Powered by Zendesk