Add Chat Notification Sound Alert when Support has responded
In the old chat system every time the support person typed a response, a sound alert played. This allowed me to navigate away from the chat screen to continue doing work while the support person looked into the issue. The new system (as far as I can tell) does not have the sound notification. So, when I am on a chat I have to continually check back to that screen to see if a response has been submitted.
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Katherine Lewis
- Jan 6 2023
Related ideas
Please bring back the audible notification for chat support. It's almost impossible to multi-task waiting for responses.
Lost the ability to multitask when waiting for support and then losing the ability to get the support because there is no longer any notification that an agent is in the chat and ready to help. Very frustrating--please bring back the sound!
I have the exact same problem. I was just informed by one of the customer service agents of the following:
I continue to investigate on this since I couldn't find a setting that influences that based on our investigation schools lost the audible when we revamped and did some update to the system chat a few months ago,
I was able to confirm that was a changed for all customers.
I do not understand why anybody would change this feature. It is a a complete lack of respect of my time and work.
I am frequently on line with customer support from anywhere to 30 - 90 minutes, with the majority of that time waiting for a response.
I should be able to multi-task while waiting. I need to attend to other work issues as this is not my only responsibility.
I understand that the tab flashes when the agent returns, but that is putting way too much onus on me, as well as other customers, to continually check the screen
Blackbaud, bring back this feature. The silencing of notifications is a major step backwards in customer support - not to mention a tedious and frustrating experience for your customers.