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.
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