Live Help in Therap in Therap 2012.0

Screenshot of 'Live Help'

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

Screenshot of Live Chat

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.

Screenshot of Desktop Sharing Status Window

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

:: Justin ::

By |2016-11-03T04:23:55-05:00January 12th, 2012|Categories: Live Chat|Tags: , |0 Comments

Making the move to Liveperson for Therap Live Help

HomeAs 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 […]

Live Help Problems

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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 […]

By |2015-02-22T05:01:45-05:00September 8th, 2011|Categories: Live Chat|Tags: |0 Comments

Live Help Technical Difficulties

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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


:: Justin ::

By |2015-02-22T05:00:49-05:00July 1st, 2011|Categories: Live Chat|Tags: |0 Comments

Have you used Live Help recently? Now you can share your screen with us!

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

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.

Screenshot of LiveHelp session

Remember when you do this that we will be able to see what is on […]

By |2016-11-03T04:24:33-05:00February 16th, 2010|Categories: Live Chat|Tags: , |0 Comments

Have you shared with us yet?

Screenshot of LiveLook Integration up and running in Live Help

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 ::

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By |2016-11-03T04:24:35-05:00January 19th, 2010|Categories: Customer Support, Live Chat|Tags: , , |0 Comments

System Downtime this Weekend

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 ::

By |2015-02-21T13:09:16-05:00January 26th, 2008|Categories: Customer Support, Hardware, Live Chat|0 Comments

Ain't no stopping us

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 ::

By |2015-02-21T13:01:27-05:00December 13th, 2007|Categories: Customer Support, General, Live Chat, Travel|0 Comments

Live Chat availability

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 ::

By |2015-02-20T10:43:23-05:00August 29th, 2007|Categories: Customer Support, Live Chat|0 Comments

Welcome to Therapville, Maureen!

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 […]

By |2016-11-03T04:25:51-05:00June 22nd, 2007|Categories: Blogging, Customer Support, Live Chat|0 Comments
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