Content Comparison

This is a process document for anyone supporting our users via our chat program Olark.

Chat Hours

Chat hours are the same as full support hours, Monday-Friday 8:30-5:30.

Chatting for Agents

To log into Olark please use the shared support username sightensupport.  This should be available to all Sighten product and Operations team members on lastpass.

...

If question is more in-depth, acquire complete information from customer (details of technical issue or full information on requested configuration change such as spec sheet for new equipment), let the customer know you will create a ticket for their issue and that someone will follow up with them.

Configuration Requests:

• If the customer has a configuration request, including document, workflow, finance product, equipment, or any other data update please collect all information possible from them via chat first.
• This includes equipment spec sheets, word document for contract updates, links to data on incentive update information, etc.
• For general information on what information is needed for each ticket type, see this article.

Development Tickets (Bugs, Feature Requests):

• If the customer is reporting a bug, or feature request, collect all necessary information to complete the development ticket over chat. 
• For general information on what information is needed for each ticket type, see this article.

Wrapping Up the Chat

In order to end a chat, complete the following steps:

...

When receiving a support ticket through this method, the email entered by the user will be in the subject line and the end will be "wrote you a note via Olark"

Updating ticket:

• Reporter:
  • Update the "Reporter" field to be the email in the subject line of the ticket
    • If email is not a Service Desk customer it will not let you use it as the reporter.  To add the email as a customer go to https://sighten.atlassian.net/projects/SS/customers and click Add customer on the top right and add the email as a new customer
    • Choose the organization in the email domain, if it exists.  If it does not, leave the organization blank
    • Uncheck Send portal invitation checkbox
• Subject Line:
  • Update the ticket subject line to be relevant to the question asked in the ticket
• Organization
  • Change the organization to be the organization of the "Reporter"
  • If this is unclear by the users email, you can potentially determine this by clicking on the page the visitor was on before 
• Update "Job URL" with "The visitor was on this page:" vlaue
• Phone Number: If phone number is provided, update in ticket
• Status: Ensure the status of the ticket stays as "Awaiting support" 
•  Description:
  • Move all information in the ticket description above the straight line into an internal comment.  This is very important, as this will be included in all future communications with the customer, and the information is not intended to be public (although not harmful if left on accident).
  • Example: In the description below, remove all information remove all information except "How to put together an offline support ticket"

Missed Chats

If you miss a chat, you will see the missed chat when you return to the Olark site.  The full chat and information is available in the transcripts and appears with a red X over the chat icon, indicating it was a missed chat.

Please reach out to the user immediately

• Send an email to the user (email in the chat transcript)
• cc support@sighten.io to ensure a support ticket is created
• Email content:
  • Sample: https://sighten.atlassian.net/projects/SS/queues/custom/1/SS-3805
  • Apologize for missing their chat 
  • Try to reply with an answer to their question, if their question was clear in the missed chat
  • Ask if they still need assitance
• Go into the support queue and update the following fields
  • Reporter
  • Organization
  • Assign ticket to yourself
  • Change status to "Waiting for Customer"

Resourcing

Chat support will be active 100% of the full support hours.

Primary Support:

On support from 8:30am - 5:30pm PT, Mon-Fri

Primary Support team:

• Janaki

Secondary Support:

Backup A:

On support at the following times

...

Support Schedule: On Call google calendar

Planned time out of queue (lunches/breaks, meetings, vacations)

The Primary Support person is responsible for scheduling all times they will be unavailable for lunch & meetings as calendar events on either Backup A or Backup B's schedule to ensure they are available and set aside this time

Unplanned time out of queue (chat overwhelm, phone support, sick time)

If Primary Support is taking a sick day, they are responsible for notifying both secondary support team members that they will not be available that day

...

NOTE:  For times the agent is overwhelmed with too many simultaneous chats, the agent will mark themself as "Not Available for Chats" in Olark, and ask for additional support from backup agents via Slack.  They will then continue to support currently-active chats.  Marking yourself as "Not Available for Chats" is NOT the same as logging out.  You are still expected to support all currently-active chats.

Tips & Tricks

Searchable Transcripts

Not sure how to answer a question? Certain you answered this question for another customer? No problem, all chats are recorded and are searchable by all agents.  

1. Navigate to https://www.olark.com/transcripts/
2. Search for keywords, for example : lunch
3. All chats with the keywords appear in the list, and can be read by the agent for quick information to be used for current customer questions!

Chat Windows

• Do not open chat in multiple browsers.  If you try to end your time as an agent by closing a single window, you will still be online in other windows.  The system will automatically turn you off if you have not responded to a chat for over 5 minutes, however this will be a poor experience for a customer.
• If you prefer to have desktop notifications or a desktop version of the application, you can have both of these to ensure you are notified as quickly as possible.

Actions & Shortcuts

• On the left of the chat entry for agents, there are shortcuts to specific actions such as ending chats (!end) which triggers sending of transcripts to customers and other events.
• In the user settings, you can add keyboard shortcuts to be used by the entire team for chats that are used very often

Targeted Chat

We can set up rules to send a message to a user when they visit a specific page, to advertise specific functionality and promote users to ask us questions about using them.

Personal Olark Setup

Logging In

To log into Olark please use the shared support username sightensupport.  This should be available to all users on lastpass.

Desktop Application

You can download a version of Olark to keep on your desktop if you prefer.  Please note that this precludes the use of some functionality, such as automatically transferring chat to other agents.

Turning an Organization On / Off to Chat!

In order for an organization to have access to the Chat Support feature, they must have the Chat Support organization feature flag turned on.  

...