We aren’t 24x7. More like 9-18ishx7. Staffed 9 hours. The other hours employees will reply to tickets and chats as they come in.
In many ways the chat allows us to have a near 24x7 operation we wouldn’t otherwise be able to have. > On Mar 10, 2019, at 12:49 PM, CBB - Jay Fuller <par...@cyberbroadband.net> > wrote: > > > some of us are far from 24/7 ;) > > ----- Original Message ----- > From: Matt Hoppes > To: AnimalFarm Microwave Users Group > Sent: Sunday, March 10, 2019 11:14 AM > Subject: Re: [AFMUG] customer messaging alternatives to FB > > Why are you having hour long lags? Facebook pages messenger will pop up > instantly on your phone and computer. > We suck the messages into zendesk so anyone can reply to them. > > We can literally have a shift change and the customer doesn’t know. The > conversation just keeps on going. > > If the person doesn’t reply - that’s their problem. Not yours. > If you aren’t getting notifications for hours - that’s your problem fix it. > Enable local notifications for Facebook pages on your phone if you’re a one > man show - or suck it to your ticket system. > > Don’t ask “what lights are on” ask “please send a picture of the front of the > router” > > Use the tool you have. > >> On Mar 10, 2019, at 12:07 PM, Ken Hohhof <af...@kwisp.com> wrote: >> >> If nothing else, the lag between messages is often hours. And you’ll ask a >> question like is the light on the POE green and 2 hours later you’ll get an >> answer like the box has some lights on. >> For me, if a customer leaves an email or voice message, I know within >> minutes, no matter where I am. OK, maybe not so much if I’m sleeping. But >> I often don’t know someone has sent a message via Facebook until I get the >> email reminder from Facebook, and they have a lag in the email >> notifications. So once someone starts a conversation on FB, I have to stay >> camped on FB via my laptop or phone, which is annoying if the customer takes >> hours so respond. >> I actually prefer text messages now that people are getting good at attachng >> a cellphone photo to a text message. As they say, one picture is worth a >> thousand words. >> From: AF <af-boun...@af.afmug.com> On Behalf Of Matt Hoppes >> Sent: Sunday, March 10, 2019 10:48 AM >> To: AnimalFarm Microwave Users Group <af@af.afmug.com> >> Subject: Re: [AFMUG] customer messaging alternatives to FB >> Why is Facebook messaging bad? >> We use it like chat. It integrates with our ticket system (zendesk). It’s >> great. >> Almost everyone has a FB account. It’s a free chat system for >> support/information. >> I don’t see the issue. >> >> On Mar 10, 2019, at 11:43 AM, Ken Hohhof <af...@kwisp.com> wrote: >> >> Since Zuckerberg’s blog post about the future of messaging on Facebook, >> there has been a lot of discussion about how young people especially dislike >> the public post approach of social media platforms like Facebook and prefer >> alternatives like Snapchat and WeChat. >> Occasionally we get customers sending us a PM on Facebook, trying to use it >> like tech support chat. We find it to be very inefficient, and try to get >> them to email us or call, but most of the time they just engage in a series >> of back-and-forth Facebook messages. This morning we got a message “I have >> a question, can you help?” I don’t know, what’s the question? >> Unfortunately, Facebook seems to be the only social media app or platform >> widely used by our not-so-young not-so-savvy customer base. At least as far >> as we know. Maybe they are going crazy on Snapchat, Instagram, Slack, >> WeChat, Twitter, or some other platform we don’t use. >> Are you folks finding something other than Facebook for your customers to >> contact you with private messages? Maybe not a public platform at all but >> some kind of chat feature on your website? But chat needs 24x7 staffing and >> that means outsourcing or a chatbot, not sure I want to do that. We do have >> a “contact us” form on the mobile version of our website, and sometimes >> people do use that, but that only works if they answer their phone and/or >> check their email. >> -- >> AF mailing list >> AF@af.afmug.com >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> -- >> AF mailing list >> AF@af.afmug.com >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com
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