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That recent post made me think about my support strategy as well. I guess I could call you with this question (only a 3 second wait time right now!) but I would

That recent post made me think about my support strategy as well. I guess I could call you with this question (only a 3 second wait time right now!) but I would like to add your answer to the comments. I would like to set up office hours where I can guarantee that I will be available to take calls. How doe Mantis handle that? What if I am on a long call and several people call in? Is there a way to transition from the call to a screen share if I have a way to show a customer how to solve their problem?

sethkim 5y ago
Hey diskzero - thanks for adding the questions here! - Q: I would like to set up office hours where I can guarantee that I will be available to take calls. - A: Right now, you might have to publish on your website the time of such office hours. If this is something you and others would find useful, we can add a configuration option to allow you to state when you're typically online. - Q: What if I am on a long call and several people call in? - A: We allow "concurrent" agents at the moment, meaning you can have multiple people answering calls so people don't have to wait in the queue. Another feature I'm thinking of adding in is a way to set a time limit per call. That is, when someone calls in and you answer, it will display a timer (say 3 minutes) that the user has. This seems like a not so rude way of preventing individuals from hogging all of your time. - Q: Is there a way to transition from the call to a screen share if I have a way to show a customer how to solve their problem? - A: There is currently an "interactive canvas" feature where you can use a WYSIWYG editor to send live visual aids to the user. I think a screen-share feature is also very sensible and something I'll likely put on the feature roadmap.
- atatatat 5y ago
  Seth, how do YOU handle this? Are you taking calls 24/7?
  - sethkim 5y ago
    Hey! Good question! No, I'm certainly not available to take calls 24/7 right now. For a smaller scale business, it's certainly seems reasonable to only take calls during "normal business hours." That being said, during those hours when businesses are normally responsive to a live chat feature, Mantis is meant to provide a higher throughput medium to answer questions and solve issues faster than someone can via text.

sethkim 5y ago

Hey diskzero - thanks for adding the questions here! - Q: I would like to set up office hours where I can guarantee that I will be available to take calls. - A: Right now, you might have to publish on your website the time of such office hours. If this is something you and others would find useful, we can add a configuration option to allow you to state when you're typically online. - Q: What if I am on a long call and several people call in? - A: We allow "concurrent" agents at the moment, meaning you can have multiple people answering calls so people don't have to wait in the queue. Another feature I'm thinking of adding in is a way to set a time limit per call. That is, when someone calls in and you answer, it will display a timer (say 3 minutes) that the user has. This seems like a not so rude way of preventing individuals from hogging all of your time. - Q: Is there a way to transition from the call to a screen share if I have a way to show a customer how to solve their problem? - A: There is currently an "interactive canvas" feature where you can use a WYSIWYG editor to send live visual aids to the user. I think a screen-share feature is also very sensible and something I'll likely put on the feature roadmap.

atatatat 5y ago
Seth, how do YOU handle this? Are you taking calls 24/7?
- sethkim 5y ago
  Hey! Good question! No, I'm certainly not available to take calls 24/7 right now. For a smaller scale business, it's certainly seems reasonable to only take calls during "normal business hours." That being said, during those hours when businesses are normally responsive to a live chat feature, Mantis is meant to provide a higher throughput medium to answer questions and solve issues faster than someone can via text.