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new service support

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suporte de chat online, funcionaria da seguinte forma, a pessoa abriria um ingresso, com categoria do problema, descrição do problema, espaço para anexar imagens, se necessário para o atendimento, alguns dados da conta que está ocorrendo o problema e etc, e teria a escolhe entre escolher o ingresso tradicional, já usado, ou o atendimento via chat, se ele escolher ser atendido por chat, ele entrará em uma fila de espera e será atendido por um dos atendentes disponível, isso tornaria os atendimentos muito mais rápido, e incentivaria os usuários investirem no xat ainda mais, já que estariam satisfeitos com o atendimento, sabendo que qualquer problema futuro, seria resolvido facilmente e rapidamente, sem maiores complicações, assim como é através do sistema atual, ao invés de passarem dias para serem atendidos via ingresso, passariam minutos, e se por a caso os administradores não quisessem mudar o sistema de cara, seria fácil, é só criar um atendimento via chat teste, para que a própria equipe vá testando e encontrando erros, o sistema de atendimento depois de configurado, geraria bem mais lucro, não sairia tão caro, com os programadores que a equipe já tem, além de ajudar os atendentes resolverem mais fácil os problemas, automaticamente tornando mais pratico e rápido o atendimento, e os usuários investidores seriam bem mais satisfeitos por serem atendidos rapidamente, sabendo que seu dinheiro gasto não está sendo em vão.

e para recrutar ajudantes para esse tipo de atendimento, tornaria os membros avançados, que retiram várias dúvidas para atender os ingressos mais simples, e voluntários, contribuidores, ou moderadores e administrador, responderiam os ingressos mais delicados, que envolvam dados confidenciais.

 

1° TIPO DE ASSUNTO
2° CATEGORIA DO ASSUNTO
3° DESCRIÇÃO DO ASSUNTO
4° DADOS NECESSÁRIOS PARA RESOLVER
5° ESPAÇO PARA ANEXO DE IMAGEM

 

Isso faria com que o atendente já soubesse a resposta na hora de atender, ou já tivesse uma enorme base do que fazer para ajudar.

usuários, deixem a opinião de vocês sobre a ideia, para que talvez o novo modo para ajudar vocês de forma mais rápida seja levado em consideração.

 

English:

 

Online chat support would work as follows, the person would open a ticket, with problem category, problem description, space to attach images if needed for service, some account data that is experiencing the problem and etc, and would have chooses whether to choose the traditional ticket already used, or the chat service, if he chooses to be answered by chat, he will be queued and served by one of the available attendants, this would make answering much faster, and would encourage users to invest in xat even more, as they would be happy with the service, knowing that any future issues would be resolved easily and quickly without further complications, as it is through the current system, rather than spending days to be serviced via minutes, and if the administrators didn't want to change the system on a face-to-face basis, it would be easy, just create a test chat For the team itself to test and find errors, the service system once set up would generate much more profit, would not be so expensive with the programmers that the team already has, and help the attendants solve problems easier, automatically making service more convenient and faster, and investor users would be much more pleased to be served quickly, knowing that their money spent is not in vain.

and to recruit helpers for this type of attendance, it would make advanced members, who ask many questions to answer the simplest tickets, and volunteers, contributors, or moderators, and administrators would respond to the most delicate tickets involving sensitive data.

1st TYPE OF SUBJECT
2nd CATEGORY OF SUBJECT
3 DESCRIPTION OF SUBJECT
4 ° DATA REQUIRED TO SOLVE
5th SPACE FOR IMAGE ATTACHMENT

This would make the attendant either know the answer when it was time to answer, or already have a huge foundation of what to do to help.

users, leave your opinion on the idea, so maybe the new way to help you more quickly is taken into consideration.

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Sua ideia é legal, porém não funcionária por que já temos o support de tickets, para funcionar melhor o sistema de ticket, poderia colocar mais voluntários, porém isso é outra questão, por que é realmente "dificil" se tornar voluntário, outros não querem, ou ficam inativos, e assim sucessivamente.

 

Your idea ins't bad, but won't works because we already has ticket system, to work better the system ticket, they could put more volunteers, but... this is another question because really it's "hard" to become a volunteer, others aren't wants or stay inactive , etc.

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It's always interesting to theorize big changes on xat.

 

However, there aren't enough volunteers to provide a chat service system like the one you propose. It's unlikely that admins would appoint lots more volunteers because these users need to be highly trusted, competent and deserving first!

 

I see your suggestion to recruit helpers for the easier tickets, but even basic tickets require access to private information (unless it's something they can ask about on Help chat anyway - whereby this system isn't needed).

 

Also, ticket replies should go on record so the chain can be followed at a later date. Some users' accounts are worth hundreds/thousands of dollars, so we can't really afford to cut corners! If a user requests this chat service, they'd still need to reply within their ticket anyway.

 

Those are my initial thoughts. (a)

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the initial ticket would be just a few questions about the problem, so that the attendant had a good basis on how to help and solve the problem, as soon as they answered the basic questions of the selected area, they would automatically be queued via chat

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I like your suggestion, I have already suggested a lot of times live chat on xat for supporting users,

 

E.g:

 

Level 1: (paid users only, keep it as now)

Domain unblock, chat block, general help, this such of help doesn't need account details, so would be cool you go on support's page asking for those help and getting it in seconds/minutes, reports (not scam report, but ixat reports, phishing etc). This can be handled in live chatting.

 

Level 2: (free feature, this shouldn't be paid)

Yeah, account block, k2 updates, locked out, scam reports, etc should be handled by trusted people. This should work as it is now.

 

Having two levels of help would be cool having more volunteers to handle level 1 in less time, and sure doing this will also make less delay on level 2. 

Edited by xLaming

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Yes, exactly that, helpers facilitate volunteer services, and this would generate more distress for users, thus inspiring them to invest more as they could quickly rely on support for future problems.

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