Crystal Web (NEW ISP) ADSL Feedback

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Wow this thread got TK'd today...

So, any credit card update as of yet?
 
StevenC said:
Wow this thread got TK'd today...

So, any credit card update as of yet?
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I worked on getting a solid answer out of the bank today, but no luck, I'm afraid. They want to see the completed site before they approve what we've requested, including the customer portal because it's transactional. It's a maybe at the moment - I'm pushing hard to have the necessary development completed for their approval as soon as possible, but it's not something we're prepared to rush right now.
 
Crystal Web said:
I worked on getting a solid answer out of the bank today, but no luck, I'm afraid. They want to see the completed site before they approve what we've requested, including the customer portal because it's transactional. It's a maybe at the moment - I'm pushing hard to have the necessary development completed for their approval as soon as possible, but it's not something we're prepared to rush right now.
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Thank you very much for this answer. This is why I support you guys 100%, this brutal transparency and not some fabrication pleases me more than you know :)

I love honesty, and I respect that the timeline may not add up and of course, financial institutions want all their ducks in a row. Hopefully it happens, I am just being pressured on my side for an answer. It it comes to EFT again, I personally don't mind too much, as you guys haven't officially launched yet.

Ol' Mean Bastid said:
Vokof
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Ok, thread closed for today :P
 
Please note that following feedback and a few business rule adjustments (and some rather long hours the last two days :D ), you'll notice some changes to the live chat system. It should be far easier to use now, as well as far better looking with a cleaner and easier to read interface. We've included remote desktop functionality into the new system using TeamViewer and Join.me, and will soon be reintroducing file sending from within the chat as well. We've also developed the system to extract complete customer history into the chat (email tickets and previous chats) to make it easier for agents to pull a more complete history and to do so in quicker times, following feedback of occasional frustration in having to repeat things to agents. There should also now be better cross-platform mobile device compatibility.

Unfortunately running a 24 hour support desk means that you will inevitably have different agents working on your issues, so we've taken on board your feedback and tried to make it easier for agents to get a complete profile and history without having to perform complex handover processes at each shift.

We hope you enjoy using the new system and please send us any feedback you have about it.
 
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Crystal Web said:
Please note that following feedback and a few business rule adjustments (and some rather long hours the last two days :D ), you'll notice some changes to the live chat system. It should be far easier to use now, as well as far better looking with a cleaner and easier to read interface. We've included remote desktop functionality into the new system using TeamViewer and Join.me, and will soon be reintroducing file sending from within the chat as well. We've also developed the system to extract complete customer history into the chat (email tickets and previous chats) to make it easier for agents to pull a more complete history and to do so in quicker times, following feedback of occasional frustration in having to repeat things to agents. There should also now be better cross-platform mobile device compatibility.

Unfortunately running a 24 hour support desk means that you will inevitably have different agents working on your issues, so we've taken on board your feedback and tried to make it easier for agents to get a complete profile and history without having to perform complex handover processes at each shift.

We hope you enjoy using the new system and please send us any feedback you have about it.
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I think I just jizzed in my pants
 
Crystal Web said:
Please note that following feedback and a few business rule adjustments (and some rather long hours the last two days :D ), you'll notice some changes to the live chat system. It should be far easier to use now, as well as far better looking with a cleaner and easier to read interface. We've included remote desktop functionality into the new system using TeamViewer and Join.me, and will soon be reintroducing file sending from within the chat as well. We've also developed the system to extract complete customer history into the chat (email tickets and previous chats) to make it easier for agents to pull a more complete history and to do so in quicker times, following feedback of occasional frustration in having to repeat things to agents. There should also now be better cross-platform mobile device compatibility.

Unfortunately running a 24 hour support desk means that you will inevitably have different agents working on your issues, so we've taken on board your feedback and tried to make it easier for agents to get a complete profile and history without having to perform complex handover processes at each shift.

We hope you enjoy using the new system and please send us any feedback you have about it.
Click to expand...
How about audio? Would be so much quicker, although agents would not be able to multi task ;)
 
Crystal Web said:
Please note that following feedback and a few business rule adjustments (and some rather long hours the last two days :D ), you'll notice some changes to the live chat system. It should be far easier to use now, as well as far better looking with a cleaner and easier to read interface. We've included remote desktop functionality into the new system using TeamViewer and Join.me, and will soon be reintroducing file sending from within the chat as well. We've also developed the system to extract complete customer history into the chat (email tickets and previous chats) to make it easier for agents to pull a more complete history and to do so in quicker times, following feedback of occasional frustration in having to repeat things to agents. There should also now be better cross-platform mobile device compatibility.
Click to expand...

This. So much of this.

My hugest annoyance in contacting any support is having to go through baby steps each time I speak to a new support agent, even though I may have just recently contacted one.

The file sending thing is a massive plus as well. The first time I did support (on the old system), it was nice and easy just to send a text file. The second time I contacted support, the functionality was no longer there, the sending of email just adds unnecessary delay.

One should never have to contact support (in an ideal world) but when the proverbial stuff hits the fan, having awesome tools at your disposal to make your client's lives easier when they are already frustrated is just kicka$$.
 
Crystal Web said:
Please note that following feedback and a few business rule adjustments (and some rather long hours the last two days :D ), you'll notice some changes to the live chat system. It should be far easier to use now, as well as far better looking with a cleaner and easier to read interface. We've included remote desktop functionality into the new system using TeamViewer and Join.me, and will soon be reintroducing file sending from within the chat as well. We've also developed the system to extract complete customer history into the chat (email tickets and previous chats) to make it easier for agents to pull a more complete history and to do so in quicker times, following feedback of occasional frustration in having to repeat things to agents. There should also now be better cross-platform mobile device compatibility.

Unfortunately running a 24 hour support desk means that you will inevitably have different agents working on your issues, so we've taken on board your feedback and tried to make it easier for agents to get a complete profile and history without having to perform complex handover processes at each shift.

We hope you enjoy using the new system and please send us any feedback you have about it.
Click to expand...

I have a 100kb remote desktop app at work that is a 100 times faster than teamviewer. Just forgot the name now :( Might work better for you guys?
 
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saa044 said:
I have a 100kb remote desktop app at work that is a 100 times faster than teamviewer. Just forgot the name now :( Might work better for you guys?
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Teamviewer is going be changed soon, still the same, but more complete, also being integrated into basic MSP tool sets, according to what I know the 'gratis' version will be more inclusive. GFI is investigating to implement a node in SA, perhaps 6-36 months. Teamviewer is easy to explain (guided) to the customer, in order to initiate a remote session.
 
Fulcrum29 said:
Teamviewer is going be changed soon, still the same, but more complete, also being integrated into basic MSP tool sets, according to what I know the 'gratis' version will be more inclusive. GFI is investigating to implement a node in SA, perhaps 6-36 months. Teamviewer is easy to explain (guided) to the customer, in order to initiate a remote session.
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This app I have at work, it only has a 8 digit code that regenerates on each new session. All you need. Almost like a OTP and you can attach it VIA mail, it's awesome. I did remote via a edge connection once and it was super fast. And another plus, it works 100% on wine.

EDIT:

Found it, here it is http://www.ammyy.com/en/downloads.html
 
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Necuno said:
I never get that saying and I think its rather lame to be honest.

It is saying: I'm so easy excitable therefor I just cum in my pants for nothing [or anything].
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ja, well what can I say if you don't get it
 
balky said:
How about audio? Would be so much quicker, although agents would not be able to multi task ;)
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This is on the list, but it complicates matters somewhat. To be honest, I hate talking to a support desk on the phone as it's a case of "state your problem" then awkward silence for 5 minutes while the agent does his thing. But importantly we've created the support function with this addition for the future - we've gone so far as to set up the system now, to enable automatic transcripting of audio chats into text tickets, but we're not ready to go ahead with this just yet.

StevenC said:
This. So much of this.

My hugest annoyance in contacting any support is having to go through baby steps each time I speak to a new support agent, even though I may have just recently contacted one.

The file sending thing is a massive plus as well. The first time I did support (on the old system), it was nice and easy just to send a text file. The second time I contacted support, the functionality was no longer there, the sending of email just adds unnecessary delay.

One should never have to contact support (in an ideal world) but when the proverbial stuff hits the fan, having awesome tools at your disposal to make your client's lives easier when they are already frustrated is just kicka$$.
Click to expand...

Absolutely agreed, on all points. It was a bit of a mine-field before to get a decent history and customers expect answers in seconds. The file sending I also saw was quite a pain, so I embarked on upgrading things again. I'm a perfectionist on behalf of our customers. I think we've now struck the right balance and have implemented the correct systems. The file sending is not complete yet though - it will only be introduced in the coming weeks in the next upgrade.

Fulcrum29 said:
Teamviewer is going be changed soon, still the same, but more complete, also being integrated into basic MSP tool sets, according to what I know the 'gratis' version will be more inclusive. GFI is investigating to implement a node in SA, perhaps 6-36 months. Teamviewer is easy to explain (guided) to the customer, in order to initiate a remote session.
Click to expand...

Yes, TeamViewer is quite dominant in the market, as is LogMeIn, so we tried to cover our bases on this one. The implementation is still a little "iffy" on the Join.me app as it still requires a .exe file downloaded for the session, but that's their own implementation and not ours.
 
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