4 replies to this topic

[LECOQ]

Hello,

We would like to use LiveZilla for our Support Service. We are a software editor.
We don't need any statistics about the Web Pages of our website because customer won't talk us about our site but the software we sold them.

The issue i have is that there is no possibilité to knwo on which topic customer is contacting us. We have the departement stats but it's not sufficient.

For example if customer contact us for questions about Sofware A, we will redirect the issue to the Software A department but we have no possibility to know what kind of question he asked. About featureA,featureB? error A, errror B?

Is there a possiblity to add a TAG or Category at the end of conversation?

This is a show stopper for us to move on with your solution. If we don't have this possibility we cannot have any stats about our product.

Thanks for your inputs.

-Benjamin

[Derek Punzova]

Hi Benjamin,

Thanks for your thoughts.

Unfortunately, such a function does not exist and there's no workaround I am aware of.

[LECOQ]

OK but i would need to know how other customers using your product for the same purpose (software support) are dealing with this. I suppose we all need to categorize our calls and would like to know how they workaround this.
I understand your product is more targetted to support sales websites rather than software support. I would like to know based on this if your product is ok for my usage.
Can you give me more info around this?
Cheers

[Derek Punzova]

To be honest, you are the first user ever asking me for this. We are in the same situation like you, we use Live Chats for software support only and we never missed something like this.

Most users find it more important to categorize and tag canned resources to make sure that the right answer is always at your fingertips.

The LiveZilla development is completely user driven and I would be no problem to add it but it need to be requested (more) frequently.

Feel free to add your idea here so other users can join your request.

Thanks.

[LECOQ]

OK you have it here : http://chatcategory.idea.informer.com/