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Phil I
Beigetreten 11. Apr. 2023
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Letzte Aktivität 12. Apr. 2023
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Phil I hat einen Kommentar hinterlassen
Thanks Will, that's appreciated.
Alright, I see — he's probably gonna use both app for the time being, but I'd be interested in learning more about the "transition off Chat onto Messaging".
Also, we're encountering the issue that "Offline Chat Tickets" cannot be replied to at all on mobile?
Sure — whatever works best for you!
Thanks again! Phil
Kommentar anzeigen · Gepostet 12. Apr. 2023 · Phil I
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Hi Will — that's our client:
- he uses it (or would love to use it) while in the store/warehouse and not at desktop, on the go, after hours and on weekend
- he would love being able to use the support app to reply to tickets and chats (open/missed and offline!!!) on mobile. As of right now, he needs to use both the Support and the Chat App. But there are cases (such as Offline Chat Tickets) that he cannot answer on neither of them!!
- assigning tickets and closing them would be great – so would be the Quick Replies function from the Chat app (have it available in the Support App as well), to save time
We would need ONE mobile app that can actually handle ALL type of tickets as on the Desktop (see source). Without the need of switching apps (Support App <> Chat App), without the ERROR that Offline Chat Tickets cannot be answered to on Mobile.
We currently only have one agent, but would expand — if the app would really work. But I've read, that with several agents, two separate agents can accidentally reply to the same ticket (sync delay).
Macros + Quick Replies would be helpful, plus options to link to a Knowledge Article (Guide).
Happy to give more feedback, if needed.
Kommentar anzeigen · Gepostet 11. Apr. 2023 · Phil I
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Phil I hat einen Post erstellt
A client of ours (1 Agent only) is often on the road and thus, is forced to use the mobile apps almost 50%.
However, the experience is extremely limited and we're considering to switch systems, as we encounter several problems:
- he cannot answer Chat Tickets (via embedded web widget) in the Support App and needs to switch to the Chat App. Which is not really efficient, but can be dealt with.
- however, he's neither able to reply to a client's request in the Support App nor in the Chat App, when the Ticket was generated, while he was offline. ("Offline Chat Ticket"). He gets the error: "Another agent is talking to this customer … " although, he's the only agent. This means, he cannot reply to the customer request until he's back at the store?!
Is this a bug or has anyone solved this issue in another way or can recommend another solution?
The customer service promised to take care of it — but nothing has changed over the course of a year.
Thanks!
Gepostet 11. Apr. 2023 · Phil I
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Wie kann man im iOS und Android Mobile Support App (grün) Tickets beantworten, welche über den Webchat (Website) eintreffen?
- Live-Chat Anfragen (via Webseite): können nur in der mobilen Chat App angenommen werden. "Ein anderer Agent spricht bereits mit diesem Kunden. Nach Abschluss der Konversation können Sie ein Protokoll sehen" > es hat nur einen Agenten, und niemand chattet mit diesem Kunden!
- Offline Chat Anfragen (via Webseite): keine Chance, das Ticket mobil zu beantworten, da Fehlermeldung: "Ein anderer Agent spricht bereits mit diesem Kunden. Nach Abschluss der Konversation können Sie ein Protokoll sehen". Auf dem Desktop geht es, aber wir müssen, 50% der Zeit die Chatanfragen von unterwegs beantworten können.
Ist dies ein Bug, der seit mehr als einem Jahr noch nicht behoben werden konnte, oder gibt es spezielle Einstellungen?
Hat jemand bessere Erfahrungen mit anderen Tools?
Kommentar anzeigen · Bearbeitet 11. Apr. 2023 · Phil I
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