gbarry 2,658 Posted November 3, 2011 Share Posted November 3, 2011 Premium Users: you may have noticed there's this new link available in the web client in the top right corner next to Help, Settings and Sign Out. It happens to say "Chat with Evernote". Here's what you need to know about the pilot: - It is presently a pilot program - It will only be an active link and available at certain times of the day and for limited hours - It happens to show up in your own language, but the chat session is only available in English right now. - We can't handle all cases in chat, but our chat agents will be happy to fill out a ticket "for you" if they can't assist you directly, and they'll gather the information our specialists need to assist you better. While this beta is obviously fairly limited, it's the first step forward in new chat functionality from our support team, that will undoubtedly change the way we support our users in the long run. Oh and if you can, try to be nice to the guy/gal on the other end! Link to comment
Level 5* jefito 5,589 Posted November 3, 2011 Level 5* Share Posted November 3, 2011 Actually, i had just noticed that earlier this morning on the Evernote Support page... Link to comment
Level 5* GrumpyMonkey 4,319 Posted November 3, 2011 Level 5* Share Posted November 3, 2011 This is really cool. I hadn't thought about it much before, because I get pretty prompt email responses, but this could be a great improvement. I will try and cause some problems so I have an excuse to bug you guys. Link to comment
gbarry 2,658 Posted November 3, 2011 Author Share Posted November 3, 2011 This is really cool. I hadn't thought about it much before, because I get pretty prompt email responses, but this could be a great improvement. I will try and cause some problems so I have an excuse to bug you guys. From my perspective, it's going to really help when there's an email miscommunication. Sometimes users are checking the wrong email, they're submitting tickets from a different account, spam is catching the email, etc. For whatever reason, they won't receive support responses, which is frustrating to say the least. This allows us to cut through all that and resolve promptly when there's an email communication breakdown. Link to comment
Level 5 Martin Packer 162 Posted November 18, 2011 Level 5 Share Posted November 18, 2011 I'm assuming seeing "Chat with Evernote" but greyed out means it acknowledges I'm premium but that the service isn't currently available - it being 6:34AM Pacific Time. Correct?Thanks, Martin Link to comment
heather 604 Posted November 18, 2011 Share Posted November 18, 2011 That would be correct.We will be expanding to more hours in the future, but right now we're playing around behind the scenes to see what works best based on activity/submission times. Link to comment
TdeV 88 Posted December 1, 2011 Share Posted December 1, 2011 Is this the button which produces "Messenger" when hovered upon? Otherwise I don't get this icon and I am a premium user. Link to comment
Level 5* jefito 5,589 Posted December 1, 2011 Level 5* Share Posted December 1, 2011 Is this the button which produces "Messenger" when hovered upon? Otherwise I don't get this icon and I am a premium user. It's in the web client, not this forum. Link to comment
Level 5 Martin Packer 162 Posted December 2, 2011 Level 5 Share Posted December 2, 2011 As noted elsewhere can you arrange for the EN Chat loading not to hold up the general page loading in the Web Client?Thanks, Martin Link to comment
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