Tag: technical support

Quickly start a Google Hangout with a customer from a case

June 10, 2014 Google recently launched a Hangout start button that can be easily embedded within any app or website. From their post:That's why we recently launched a Hangout start button that can be embedded in any app or website. Whether you’re a sales rep working in a CRM app or an engineer in a project management tool, it only takes one click to launch a Hangout and your team will automatically be invited. You can even improve customer service with the ability to quickly launch into a video Hangout with a client to resolve an issue. (emphasis mine)This is pretty slick.There are a ton of remote support options out there, many that are expensive, and the integration with these can be pretty involved.I like Google hangouts because it’s simple and free. And Google has made it super easy to add a button…

Some recent SelfService changes

January 19, 2011 In addition to our recently updated corporate website, we also updated our customer SelfService portal. I wanted to comment on a few changes that were made as part of that. Ditching the Case Type One of things we eliminated was the case type. When customers create a new case, they no longer have to choose a case type. And the case type isn’t shown on the view case page. We do have (and use) different case types, including Problem, Question, Help Desk, Sales, Support Renewal, and a bunch more. However, when it comes to a technical support issue submitted from our customers – we don’t treat those cases any differently depending on the case type that the customer picked. Whether the customer picks Problem, Question, or Help Desk – it doesn’t matter to us. We don’t do any different work,…

Initial Response

August 26, 2010 When working cases in Clarify / Dovetail, an option available to agents is Initial Response. Initial Response allows an agent to mark that the initial response to a customer has occurred. True to its name, an Initial Response can only occur once in the history of a case. This Initial Response operation can be performed on either the Log Phone call or Log Email forms. Initial Response button in the User Interfaces Phone Log form in the Clarify Classic Client: Email Log form in the Clarify Classic Client: Phone Log form in DovetailAgent: Email Log form in DovetailAgent: Activity Log When the Initial Response action occurs, it is logged to the case activity log: Time Bomb When the Initial Response action occurs, a time bomb is created. Once we…

Improved Case and Solution linking workflow within Dovetail Agent

November 18, 2008 One of the more underused features within Clarify/Dovetail is the ability to link cases to solutions. Its a great feature - I just don't see it used often enough. This allows organizations to track which solutions are used the most, and use that information to feed back to production groups (development, engineering, documentation, etc.) to help prioritize changes/fixes/enhancements. Making it easier for agents to link solutions and cases would certainly be beneficial. If its hard, they're less likely to do it. So, make it easy. Dovetail Agent (version 4.0) has simplified the ability to link a solution to one or more cases. Regardless of how you get to a Solution (via Search, Find by ID, or simply opening it from a queue or WIPbin), you can easily link the Solution to one (or more) of your…

Looking for your opinion on linking cases to solutions

November 5, 2008 One of the more underused features within Clarify/Dovetail is the ability to link cases to solutions. Its a great feature - I just don't see it used often enough. This allows organizations to track which solutions are used the most, and use that information to feed back to production groups (development, engineering, documentation, etc.) to help prioritize changes/fixes/enhancements. Solutions Solutions have a title, an id, and a description of the problem. They also have 1 or more resolutions (workarounds). For example, take a look at this solution on our website. It has a title: Dovetail SDK Web Service calls return a Could Not Load Assembly error an ID: 348 a description of the problem: Could not load the assembly 'FChoice.WebServices.Clarify,... and 2 resolutions (which I'm paraphrasing here): 1. run the Dovetail SDK installer 2. copy the "bin" directory from the…

More Campfire Integration

February 13, 2008 Kevin Miller recently had a recent post talking about how we have notifications from our Clarify/Dovetail system show up in Campfire. When a case is dispatched to our support queue, we get a notification in Campfire. That tends to be where we all "hang out", so its a perfect place for group notifications. Kevin had another great idea today that we should also post a message when the case is accepted by someone, so that we know someone has picked it up and is working it. A quick business rule: Object Type: Case Rule Name/Description: Campfire notification upon case accept Start Event: Accept Cancel Events: Conditions: [Current Owner Workgroup] = Support Action Title: Notify Campfire Action Type: Command Line Start Action: 0 minutes From: Event Creation Using: Elapsed Time Repeat: Never Message: c:\ruby\bin\ruby.exe C:\repo\DovetailAutomation\focus\campfire\classic-campfire.rb " [Object Type] [Object ID] has been accepted by [Logger]. : http://www.dovetailsoftware.com/fcclient/console/console.asp?command=casebyid&param1=[Object ID] "…

Who's the concierge at your company?

June 19, 2007 The Customers Rock! blog points us to Chad, the web concierge at Element Fusion (formerly www.speaklight.com/your-web-concierge). From the Customers Rock! blog: Chad’s job as concierge is to hand-hold the customers as they take their first steps with Light and make the who experience quick and easy. He gives out his direct line or clients can email him directly as well in order to contact him with questions about the first 2-3 sites they bring on board. What I found the most interesting about Chad (who is a real person, by the way - that’s his picture up above!) is that he is a high-level director of IT at the company, not a low-level employee. Being a true concierge, as in a hotel, is a part of Chad’s job. Tim explained to me that they felt it was important to show the…