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Our users routinely use our widget to place support requests. Adjustments to orders, changes to preferences, account issues, expectation queries. It has the ad
by inopinatus 8y ago
Our users routinely use our widget to place support requests. Adjustments to orders, changes to preferences, account issues, expectation queries.
It has the added convenience that we instantly and correctly know a) what URL they're looking at and b) their logged-in account ID. I'd say about 80% of the time, this is 100% of the context needed to resolve their issue, which eliminates a whole class of to-and-fro discovery that amounts to a large proportion - perhaps even the majority - of support time.
- drewmol 8y agoI have had good success as a user (mostly billing, asking for credits or removal of charges/fees) with chat bots. By politely specifying exactly what the problem is, what actions need to happen for it to be considered resolved, and asking to contact a party who can take those actions in my first message it helps hasten the interaction.