Live Help suggestion.

I know it's only in the BETA stage but I think when you end your chat with the operative, you should be given a poll or something so you can rate how good your help was. Also, when you've finished, you could possibly get a automated PM with your whole chat, just so you can go back and refer to it if need be.

Just a few simple suggestions really.

EDIT: Maybe it could be something like this:

 

For giving feedback, I recommend people use "staff feedback" if anyone wants to provide feedback on livechats. If an incident occurred on livechat and the chat log was needed, all chat logs are automatically saved regardless.

 

Saved for the staff to see, yeah. But say you give me some information that I needed then I forget. I could always refer back to the PM which was sent after I closed the chat.

Also, with the feedback bit at the end, this could provide mod logs for the staff as well? That's whether that could be coded in with each other.

 

Wouldn't be a bad idea I suppose, although you probably nearly always request the logs if you needed to. Most people just come on, ask a question and leave. I know some are on longer and go into more detailed questions and such, it's not it couldn't be done, it's just most people wouldn't really need them. Plus if there was something that you needed for memory or future reference you could always copy and paste or print screen the chat.

 

If it's not needed then I suppose this suggestion goes out the window. Just thought it'd be a little extra to give.

 

I'm sure Kadaj knows what the Staff Feedback is.
I think that this cold have some potential benefits. Not everyone will leave feedback for LiveHelp.. in fact no one will. It could be a good figure to have.

 

I suppose I could start leaving premade messages at the end of chats, however sometimes people will leave before I can say 'bye' to them. If a user was unhappy at their experience of the chat I'm pretty sure they would PM another mod regarding it or go to the staff feedback thread automatically to complain about it.

Something like "Thanks for using Sythe Livehelp! If you have a moment, feel free to leave feedback for the staff operator here: http://www.sythe.org/showthread.php?t=1141695 Thank you for using Staff Livehelp!" or something along those lines could be used at the end.

It would be up to Matthew to make changes to the Livehelp though as I'm pretty sure he was one who integrated it and manages it.

 

I quickly knocked this up:



Or it could be simple yes and no check boxes? And a scale of 1-10 for you to rate the person who helped you.

 

It's open source so the feedback could be done but the auto sending PM is more annoying because LiveHelp is not on the same server as the forums which just makes it a bit more annoying.

 

It would be nice, but not necessary at all.
Like said above, you can just leave feedback in the 'Staff Feedback' section, and if you feel that you need any info that has been given on the LiveChat you could just take a print screen or copy and paste it.

I'd support it if it is possible and not too much work.

 

I suggested this previously, as I think it would be a great way for the LiveHelp staff to gain feedback. People are going to be much more likely to just punch in a short message about their experience immediately after it happened, then to go to the staff feedback thread and make a post about. On previous LiveHelp programs I have used, I always make sure to rate how my experience was when the little window pops up. Support.

 

Ah yeah, that could become a little tricky.

 

Most if the times live support help is offline,
that upsets me :/

 

I'd suggest the sticky as well. The rating system at the end of the live chat would, in my opinion, make staff less likely to use it. It's something that would probably be given too much emphasis with regard to activity/promotions.

 

Surely giving the staff some encouragement and some appraisal it would increase the amount of time it's online.

 

I would still use it, I'd love a feedback option like that.

 

Few more opinions on this?

 

Live help died .