Create a "Live Chat" support system, preferably with a screenshare option, that allows members to interact directly with support staff in real time while the support staff are 'on the clock'
in progress
Scott Hughes
I think this could also be useful as an internal messaging system for staff to message each other. On the backend, I want staff to be able to see what other staff are marked as 'online' and be able to message them, as well as forward chats to them and/or bring them into chats if needed.
The chat would need to support attachments such as videos and screenshots.
It would be ideal if there was a screenshare ability built-in, so that when users are having trouble we can guide them more directly if needed in real time.
It would be important for the chat box to determine/check if the user is (1) an author, publisher, or promoter of a book, versus (2) a reviewer on the Review Team, versus (3) a regular user who is neither an author/publisher nor a reviewer on the Review Team. This information would be important for the staff to know how to advise the member correctly.
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Marie
I am glad to see this. The current support is very lacking. I always feel like being thrown from one person to the next like a hot potato and having to explain the same issue over and over. And after some time, if no one can solve the issue, the responses just stop...
Scott Hughes
in progress
Scott Hughes
I have created a 16-step plan for this on Google Docs. Unfortunately, Canny is blocking links to Google Docs. If anyone wants to check out the plan, just send me a quick email or message.
Scott Hughes
Here is another option for an open-source self-hosted ai-chatbot that would be very customizable:
John Owen Ogada
When I was working as an Web designing assistant, we first used hubspot live chat features first, before switching to Zendesk when we upscaled. Obviously, free options would be limited in features, and the paid ones are pricey, ranging from a few hundreds to thousands of dollars per month. I'll do my research and possibly test out the available options that have the above features and update my suggestions.
But I think this feature is a nice suggestion and will help things run more smoothly. I definitely vouch for it.
Scott Hughes
Assuming we want to also add an AI-powered chatbot has the first step when a user uses the live chat for support, these are some possible options for the AI-powered chatbot:
- Dialogflow (free tier available but may not be scalable)
- IBM Watson Assistant (free tier available, but may not be scalable)
- Microsoft Bot Framework (offers various tools and SDKs)
- Rasa (open-source)
K
Kigen valarie
This would be nice especially if one has issues that are urgent. I fully support the idea. Maybe there could be automated responses for questions that are direct and require specific guidance.
MsChet Cherry
This is awesome! The screen sharing aspect will optimize effective guidance.
S
Smrithi Arun
This sounds like a great idea!
Will using the screenshare option mean that the person may have to speak as well (to make the process faster and smoother)?
Scott Hughes
Smrithi Arun: I think it would be best to avoid enabling a speaking feature for these reasons: (1) for privacy, (2) not all devices have microphones, especially for users who access the website from a desktop or laptop, (3) so there is a singular complete chronological record of the conversation for future support agents to reference,and (4) so customer support agents can communicate with multiple people at once.
In my experience (especially from working in politics) is that things said verbally over the phone or in person are often dishonest, or not honored, or honestly misunderstood at the time, or honestly misremembered later. So I think it's better to keep things in writing as much as possible, especially when money, business, just a lot of people are involved.
S
Smrithi Arun
Scott Hughes: I agree with the reasons you've mentioned. I was going to bring it up further as I believe not everyone would be comfortable speaking out loud. Thank you for the clarification!
Francis Omotayo Aderogbin
I love this. It will make the website to be more user friendly.
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