Justin's Blog

 Archive for the ‘Live Chat’ Category

With the release of Therap 2012.0 on Sunday, Therap will be switching its live help platform to Live Person.

This is going to lead to enhanced reliability as well as increased functionality.  Screensharing will be much easier and more available and we will be able to manage the whole process much more easily.

Be sure to check it out and say hi!  Then let us know what you think.

:: Justin ::

As I have written about before, we have been looking around for the best way to replace our current Live Help system. The one we built a few years ago is showing signs of age and given that we want to give as much priority as we can to system functionality and stability, we decided to take a look out there and see if anyone could meet our needs.

Interestingly, most companies who supply Live Help software just couldn’t cope with our need for HIPAA compliance (which we tend to take a significantly stricter stand on than a lot of folks do).

However, we did find a couple who could and have now made our choice: Liveperson

I have been playing around with their system over the last couple of days and it is looking great. We are going to be able to offer you and even higher quality of support and enable you to get answers to you questions quicker than ever before. It’s one of the many things that makes us different, most web companies want you to spend as much time as possible on their websites, we want to get you in and out as quickly as we can so you can get back to working with the folks you support.

You won’t see Liveperson integration with our application until our January 2012 release, but we may add it to the website before then to try things out, so if you go to Live Help and see a new interface, you’ll know what is going on.

And as always, be sure to let us know what you think

:: Justin ::

If you’ve used our very popular live help a lot recently you may have experienced soem of the frustrations that we are dealing with it.

This is a system that we built a few years ago on top of some existing technology and it doesn’t seem to be keeping up with the rest of Therap.

Firstly, let me apologize for any frustrations you have if you have ever been bumped off a chat session.  Remember you can always call, email, or contact us through My Issues.

We are currently investing our options for the next generation of Live Help which I hope to be able to announce in the coming weeks.

If you have any suggestions for features that would be most important to you, please let me know.

:: Justin :: 

We are experiencing some techical issues with Live Help today and some comversations are being interupted.

When you get on live help, please give us you phone number so that we can call you back if we get disconnected.

You can also feel free to call us on 203-596-7553

Thanks

:: Justin ::

In our last release we added a new feature called LiveLook to Therap’s Live Help.

This means then when you click on the Live Help button and get connected to one of use, you not only have the option of describing what it is you are trying to do or what you problem is, you can actually show us. 

When you are in a Live Help session, all you need to do is click the Share My Screen button.

Remember when you do this that we will be able to see what is on your screen, so you should close out of any other applications that you are using such as email.  You will also need to make sure that you have Pop-ups enabled and that your computer has Java enabled (most do).

You will know that you are sharing your screen when you see this window:

While we are watching what you are doing, you will need to be a bit clever and work in multiple windows.  Sometimes it is easier if you make your main browser winder a bit smaller so you can chat and see Therap at the same time (Windows 7 “snap” feature is great for this).  When you are done all you need to do is click the “Stop Showing my Screen” button and the connection will be broken.

You’ll know that we are no longer able to see anything when you see this:

It really is a great feature, I have found that I have been able to solve quite complex issues for customers because I could see what they were doing wrong. 

Give it a try and let me know what you think.

:: Justin ::

We now have LiveLook integration up and running in Live Help.  This means that with just a click you can share your screen with us, making it much quicker to identify an issue that you may be having.

All you need to do at your end is have Java running and pop ups enabled (you may well have both of these already).

For full details, check out this FAQ in Help & Support.

:: Justin ::

We are doing some work on our servers which may require some brief outages in the early hours of Sunday morning.

I am sorry for any inconvenience, we don’t expect to be out for more than 10 minutes or so and will put up a splash page prior to it happening.

If you have any questions, please let us know.  We will be available via Live Help throughout.

:: Justin ::

There may be snow, ice, and other such nastiness up and down the east coast, but we’re still going full speed ahead!

I’m setting up a couple of new agencies in New York (from home).

Kara’s up to her knees in web conferences here in Connecticut.

Allison is out on Cape Cod training and setting up.

Maureen is down in Delaware and Maryland supporting a bunch of our existing users.

With all this, we still available to you whenever you need us, just jump on live help and say hi!

:: Justin ::

Please note that due to maintenance at Velaro, our live chat provider, live chat will not be available on Thursday September 6th from 11pm to 4am EST.

On a related topic, one of the exciting features of 7.1 will be the first release of our own internal  Secure Instant Messaging / Live Chat system which will allow us to provide you with even better support by being able to easily  communicate form with Therap and send details such as caseloads and super-roles.

:: Justin ::

Those of you who have been on Live Chat over the past couple of days may have bumped into the latest member of our Customer Support Team, Maureen Noonan.

We really excited about having Maureen on board, she has wealth of experience both in using Therap and in the field of developmental disabilities.

I’ll have to sneak up on her with a camera and post a photo as well as get her to introduce herself in more detail (maybe even on her own blog! ).

Until then, should you happen upon her on the phone, in Live Chat or in person, be sure to join me and welcome her to Therapville – it’s a great place to be.

:: Justin ::