Chatting with Lotus from Mingei

In March of this year, we launched the Altru chat service. It didn't take long for customers to jump on board. Currently, chat accounts for 27% of our case volume - which includes chat, case central, and phone support. The Mingei International Museum is an avid user - using chat for 41% of their support.

Before Chat: After Chat:

We reached out to Lotus Fragola, their Special Projects Manager, to talk about the value they receive in chat support.

BB: Why do you chose to chat, rather than call or create a case?

Lotus: I like using chat to get a quick answer to a question or issue I have, and it’s really helpful to have a transcript of the session (which can be automatically emailed to me at the end of the chat) so I can go back and reread the discussion if I need a refresher later. Chat is useful when I’m doing a couple of things at once – maybe expecting a phone call or feeding the printer – as, unlike when calling support, it’s not rude to leave the conversation for a few minutes if I have to get up and do something else.

BB: Can complicated issues be resolved with chat?

Lotus: They can be, although sometimes those are better handled with a call, I think. I prefer calling support for issues where there are a lot of steps or I anticipate needing to do a screen share, though sometimes it’s hard to know ahead of time just how complicated the issue will be. If I’m unsure, sometimes I’ll start with a chat and often will be able to easily resolve the issue that way.

BB: Finally, because you're also active in the community, phone, and case central, what mode of contact do you prefer?

Lotus: I use all the online support channels, as I think each one has something different to offer (and I really appreciate having them all available to us Altru users!). I usually reserve creating a case for times when chat is unavailable (since we’re on the West Coast, sometimes my issues arise after chat support is done for the day) or if I think the issue will need more extensive investigation or testing. The community is great for finding out how others users do things and for searching to see if I can find an answer to my question before chatting or creating a case.

The Altru Support team is ready and waiting to chat. This is the same team that answers the phone, emails you and responds on the community so you can expect the same great support experiences you are accustomed to! If you haven’t tried it yet but have a question in mind, CHAT now and give it a shot.