Support Chat Beta Launch

[Guest]

[adamg]

Please help us test out our new Support Chat service!

In our continuing efforts to offer our customers more and better support options, we are pleased to announce the OQO Talk only beta launch of live support IM Chat.  With this free offering, you will be able to initiate chat sessions with technical and customer support agents anytime during our posted support hours.

We'd like to ask the OQOTalk community to help us out with this new support offering by simply using it for any technical, customer, or sales support question you might have.  Agents have been fully trained on this system in a controlled environment and we know things are working well there.  We're calling this a Beta launch and announcing it here first so we can really test out the system in the real world with those of you who know our products best, and get our agents actual practice with real OQO customers and enthusiasts before we roll this out for all customers.

If anything unexpected or less then satisfactory happens, please let us know if it's not obvious, as we'll be watching this thread very closely and are eager to iron out any wrinkles, big or small.  Finally please be nice to our agents, some of whom are new to chat!

Support hours for live chat are the same as phone support hours:

• US - Mon- Fri, 7am - 5pm (Pacific)
• International - Mon-Fri, 14:00-22:00 GMT

Current issues we know about:

• The OQO logo does not consistently display in the chat application, resulting in a small red X where our logo should be
• It sometimes takes up to 2 minutes for the chat service to notify us of a new chat session, so please be patient

Please feel free to report any bugs or unexpected behavior here, or to us directly via support-at-oqo.com.  (replace '-at-' with '@').  If you email us, please be sure and specify in the subject line "Support Chat Issue".

To try it out, simply go to our main support page (either US or International) and click on the "knowledgebase" link on the left-hand navbar.  This will load the Knowledgebase page, which now has a new tab called "LIVE HELP".  Click on it, and everything else should be self-explanatory

--adam gould
manager
oqo technical support

[kyone]

Will it be possible for this service to be tied in with Vista/XP windows remote assistance.  This would allow OQO technical staff to have a look directly at the persons OQO.

[adamg]

Will it be possible for this service to be tied in with Vista/XP windows remote assistance.  This would allow OQO technical staff to have a look directly at the persons OQO.

Not at this time I'm afraid.  You guys will be the first to know if and when we implement a remote support service!

[sandydlc]

Hi Adam,

Well, I don't know if I'm the first to use your new system but I just wanted to report back that it works great!!

Your support staff were just as pleasant on the chat as they are on the phone and I was able to take care of an RMA for my OQO in a short amount of time.  I already have my shipping label ready to go!!

My connection time was less than 30 seconds to start chatting with a technician.

Thank you for continuing to innovate and to support your customers!!   

Sandy

[sceada]

I am really happy about the Chat 

I got my (B-Stock) OQO from Expansys yesterday with a Dead-battery, so I wanted to call the OQO Support today, but I live in Austria, so I think the call would be expensive.
My English isn't that bad I think, but I'm not used to listen and speak in it, more to write.
So the Chat was a really great option for me 

About the Chat:
It took me about 5 minutes till I wrote with a technician, that's really good in my opinion as they have their calls etc. to do too.
The technician was really nice too and after I described my problem he said he would exchange my Battery, but I said that I contact expansys first.

Pros:
- easy
- nice for People not speaking/understanding spoken English that good
- fast

"Bad":
- The design could be more OQO like (black, banner/logo in it)
(but that doesn't affect the support itself in any way)

Greetings, Christian

[Edit]
After my 2nd Chat over it (same Battery problem) I thought of that a feature would be nice where you can select with which Technician you wrote before, so if he is aviable you could talk to him again.
Also the Technicians should be able to see what you wrote over the Chat before (linked over Name + Mail-Adress) so if you contact them because of the same thing they could read what was written before.
(maybe they can, but the first one I wrote to said he will replace the battery, the second I should try to load it for 48h straight first, but I have no problem with that as it could be the faster solution if it works.)

[adamg]

After my 2nd Chat over it (same Battery problem) I thought of that a feature would be nice where you can select with which Technician you wrote before, so if he is aviable you could talk to him again.

That's a great idea, but it's not in the featureset of our chat service.  The best I can recommend would be to ask the agent who helped you last; they have access to past chat sessions and can pull 'em up and check.

Also the Technicians should be able to see what you wrote over the Chat before (linked over Name + Mail-Adress) so if you contact them because of the same thing they could read what was written before.
(maybe they can, but the first one I wrote to said he will replace the battery, the second I should try to load it for 48h straight first, but I have no problem with that as it could be the faster solution if it works.)

They can definitely review past cases, both chat and otherwise.  Feel free to ask any agent to review your last session if it seems like it would help.  Every session is logged under the name and email you used to initiate the chat session, so be aware that if you used a different email (or name, even...) we won't be able to identify past sessions unless you tell us the email / name you used.  For this reason, it's a good idea to be consistent in name/email use.