a ideal on this support form

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  • Updated 10 years ago
i had a ideal and may be useful on support on here and if a user may want to chat to another one without making a lot of post and cluttering up the support topics. the ideal is put a option for a one on one chat could be for support or another user to chat to another one. may cut down clutter and could have the topic pop up when you enter the chat to start off so can see the queston and the response or just chat about their sites or how to do this or that.
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Posted 10 years ago

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http://www.lifeingeneral.synthasite.com

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Theoretically, I think this is an awesome idea. Though in terms of practicality, I'm not sure if it would work. There are around 31 staff members (not working within the one same shift) and thousands of customers universally; the ration would be incredibly out of whack, and in turn this would affect time management. I'm not trying to be facetious or anything, though I think that's why the forums are so handy. I don't like to say it though I think some users are just really lazy and can't be bothered typing in their search for help, so they just post a new thread with subject headings in caps with four exclamation marks in tow and expect an immediate response from staff members which is sincerely unfair. I believe that if people were a little more patient and could be bothered to read over the tutorials and tagged threads that there'd be less mayhem. That's just my opinion though and I'm sure many agree with your idea. Like I said, I like it, I just don't know if it would work in terms of time management. That's said, gotta run! Be back later.
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Ruth

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L.i.G - you are indeed a wise person :)
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http://www.lifeingeneral.synthasite.com

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That said, I can tell you that my logic has been the bane of my existence. Thanks for the compliment though, my fellow Aussie :-)
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Ruth

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:)
may be true but also could give user a chance to contatct each other better also and exchange ideals if not this maybe they should have a option to contact a user through their dashboard. maybe to chat or just a email i think a small chat box poping up and chatting would be better if this is done though
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I agree with you...though I think most people on here (though I can't speak everyone) just end up contacting one another through their site's to gain further communication and assistance via their contact forms and email details. I do think the chatbox is a wicked idea, though again, I think it might be difficult for people who aren't staff members also. I have no idea where Ed finds his time to dedicate his comprehensive answers and replies...though even at times he can't always be around to help. Some people just do a quick browse and then need to head out. But, in saying all of this, I do think your general idea is a really good one and I don't dismiss it at all. I guess it all depends on the forum traffic and trends.
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Comprehensive answers... Te he... Luv ya girl...

I am Dr. Know because there is nothing I don't... Just kidding.

I do agree that a chat feature would be nice but surely separate from the forum I am working on just such a thing right now... ;) So keep a look out for it okay next week...

As the forum is for helping others with their problems and not truly a one on one help anything that detracts from the collective ability to search out answers I feel would be a negative. I as well find it a challenge sometime with juggling a half dozen different questions and knowing in my mind that all those members had to do is type in their questions in the search box and read previous posts to get the answer.

I know what it was like to be new to this and I would much rather have personalized answers from someone who cares... The reps afford each of us the time, effort and knowledge that they have and do so always in a caring and understanding manner. Yes I personally spend many hours doing my best to help as many members as I can and feel that if I spend the extra time to create a understandable tutorial then that will help not only that person but the thousands to come.

Comprehensive answers I love don't you? ;)

Happy site building...
Ed
Santa
Dr. Know
yes like on the dashboard for a user would be nice but separate from the forum itself i do agree there. that way if users want can exchange advice of their own or just chat about pages or other things.
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I love the idea of a chat widget on the dashboard.

"I am Dr. Know because there is nothing I don't.."

Do you have a copyright on that? I love it.
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Actually that line comes from the movie A.I. ;) I cannot tell a lie

ha ha ha that rhymed...
heh reminds me of flak i got years and years ago on icq when i made a nick of Gotterdammerung and all the time ppl would msg me mostly out of nowhere umm hi so umm what does your nick mean hehe
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Monique, VP of Customer Support

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This is a very interesting thread.

Let me share some insight with you guys from a company perspective. Although we have 31 staff who listen and participate that number represents the entire company, only 4 of those staff are dedicated to support. The others are developers, or in charge of running the business side of things. They pitch in when they can, but they have other demanding and time consuming responsibilities. I can't tell you exactly how many users we have but think in terms of "hundreds of thousands"

These same 4 support staff need to cover our email based support, which takes up a large portion of our time. So we try to be available as long as we can, but we have to spread our time between replying to emails, logging bugs, writing support documentation and helping out on the forum.

We would love to add a live chat option but right now we aren't sure how we could manage it. A forum is great, because if we can spread our attention and time as efficiently as possible. We don't always get it right, but we do our best. In future this is something we would like to look into, but we need to put some management in place first.

Having said that we are extremely grateful for the way that active users help out. Ed makes an exceptional contribution, and we appreciate this. I just hope everyone realizes that the time he gives is voluntary and is patient and appreciative of this! And of course we need many many more helpful people like all of you.

SynthaSite is growing very very fast, and we are really excited about this. If we are going to keep giving great support we are going to need a lot of help. Thank you for your excellent suggestions! Keep participating - and looking for ways to help us improve.
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Awe how sweet are you both???

I am blushing over here... lol

L.i.G I am starting a fad that I hope will catch on with my URL next to my name. Care to join me? P.S. yes it gets crawled too ;)
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http://www.lifeingeneral.synthasite.com

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Do I have to wear fluorescent pants or anything to join you? I don't know what that means.I've had more coffee than sleep. Are you referring to your url on here? I was thinking about it today though didn't in the end because I didn't want to take it away from you. But now I'm going to have to. Shankin you.
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http://www.lifeingeneral.synthasite.com

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Sorry to go off tangent for a second..though in what field do I add it?
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Oh dear, what a loser. I'm going to blame my temporary lapse on the fact that I turned 34 today. Total early dementia. On that note, it's a fine sign that I need to go and sleep. I'm sure it'll catch on very quickly Ed. Thanks for the warm invite. Night guys :-)
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Put your URL after your name so that everyone knows what to call you ;)

And you are still young... Look too cute ;)
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Place your URL in your "Real name" field after your name...

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http://www.lifeingeneral.synthasite.com

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Nope, I'm going to make everyone call me http://www.lifeingeneral.synthasite.com just because I can. I love the uber ribbon; I might have to pay homeage to that and sneak it in on my site somewhere. I may look young, though my hardware's clearly getting a little shabby. Eye is off to slumber..though just so I don't get in trouble for going off topic, I think a chat widget would be great! I heart Synthasite!

Enjoy your Sunday, guys.
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Ed-a-Torials @ Honey Bear Playhomes, Champion

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Happy sweet 34th birthday L.i.G



happy b-day mine is also comming up this month turning 29.
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Boomer, Champion

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Happy Birthday

Been away the weekend - just saw this
happy birthday girl.