How can we guarantee the visibility of all the open questions/requests?

– The portal displays all tickets that our managers will convert, ensuring visibility for significant and noteworthy requests. To maintain clarity and avoid excessive accumulation, only important questions will be converted into tickets. This helps streamline communication while keeping track of key issues effectively.

Will the response time be affected?

– By transitioning away from group chats, we can fully leverage the capabilities of our omni-channel service. These include precise assignment rules, SLA implementation, notifications, and an escalation process. These tools will enable quicker response times and significantly faster resolution times.

What about access to BO? Not all the employees have it.

– We are introducing a special role with limited access rights specifically for employees requiring access to the help center, ticket portal, and request widget. To facilitate this, we’re improving the user creation process, making it easier for you to add relevant employees.

Can we still use telegram/skype chat if we don’t like the solution?

– For security reasons, we are unable to continue supporting group chats in Telegram/Skype. However, we are confident that transitioning to systematic communication via the widget will significantly enhance service quality. The widget is already available for daily use in the Back Office.

What if we need to contact our AM/CSM directly

– When selecting the "Account Managers" category in the widget, your assigned manager will respond directly. Additionally, personal communication through messengers or email remains an option.

What happens if the website is down—will I still be able to reach support?

– In the event of website downtime, you can reach the support team via email, ensuring uninterrupted assistance. (provide relevant email address depending on the environment)

Will the widget be available 24/7 like my current chat option?

– Yes, the widget is available 24/7. The support team works 24/7 as well, Account management team follows CET working hours and available from 8 am till 6pm CET

Will I receive notifications when there’s a response, similar to Telegram/Skype alerts?

– Yes, you’ll receive browser notifications when the chat is open. If the page or browser is closed, responses will also be sent to your email, allowing seamless continuation of the conversation across both channels.

Will our chat history and information from Telegram/Skype be transferred to the new system?

– Unfortunately, the chat history from Telegram/Skype cannot be transferred. However, the group chat will remain accessible in a read-only mode for reference.

Will the same team handle my requests?

– Yes, the same team will manage your requests, but now using the new omni-channel service for better efficiency and tracking.

Will there be support for any technical issues I might encounter with the new system?

– If the widget is unavailable or you encounter any issues using it, you can send any support or consultancy requests via email. Additionally, we will provide comprehensive assistance and guidance to help you navigate this new tool.

How will the transition from group chat to the widget be handled?

– Once all ongoing conversations in group chats are resolved, your Account Manager will send a final message introducing the new communication approach. The group chat will then be limited for writing.

Will there be a period where both systems are available so we can get used to the new widget?

– Yes, the widget is already accessible for all users with Back Office access. This overlap period will last approximately three months to ensure a smooth transition.

When the group chats will be fully terminated?

– By the end of Q1 2025.