Posts from May 2017

I’m finding that my hypothesis around escalating chats to triage may be correct. I’ve had 0 chat triage cases since this experiment began. Not that I could figure things out any more readily, or that I’ve had no complicated chats though. Not by any means! What I’ve noticed instead is that after some troubleshooting and trying a few things, customers are more likely to say “Well, this must be on our end. I’ll have my developer take a look.” In addition, any suggestion that something might be happening within their code, server, or team is taken at face-value. There have been a few times where I assumed the chat would wind up triaged because I was running out of ideas of things to try, when I got the above response. I’m curious to see if this is an odd blip, or if it’s a trend. I’m also curious to see if those folks come back after trying some things on their end.

68uqbWMr8PK9F3Bq1Y4Bh0T0PFREa6o5

when asked if they could “live chat on this” and told no, the response was “oh ok never mind sorry to waste your time”

I ran into a question this morning with an email follow up. I’m only Samuel on chat, not email. So when a teammate asked me to respond to a customer with a fairly complex case, I worried about how to sign off. They would surely know who it was responding to them. I went ahead and signed off as Samuel, even though my email signature is Sarah-related. The customer has not responded, so I don’t have a conclusion on this one

I’ve had a few troll chats disconnect from teammates and then reopen with me that are then blank. Not sure if they have given up trolling that point. or are on interested in bugging female colleagues. (FlDyOtrYLzNNU4yM1Y4Bh0T0A1Uyh4yV)

D5MTym6iTfrkNmrv1Y4Bh0W8RE2obTIr
When you are male, you can give the Facebook link to the company page and don’t get yelled at. I have never as a female been asked for a social media link and given the Olark links without pushback of some sort
9tvdSzQ2JglASzJI1Y4Bh0U8RE5zbT3I Apparently being a guy makes you ugly because chatter wanted a young, pretty girl
pYVA59qYZka4pw7h1Y4Bh0J8RE2abUoI
This misdirect wanted to chat with ‘girls’ and there was some confusion around the language. I felt like my responses were taken at face-value (not something I’m used to with these chats) and then he addressed me as ‘brother’

I felt like I was addressed by name more often, but that could be because the name is novel to me