In the absence of a poll......

[MishY]

Hey,

I am thinking of adding Live Help to Cyber Tech Help which will work kinda like nowonder does now, and expert city. With the exception being that the service will ofcourse be free http://www.cybertechhelp.com/ubb/smile.gif

For example, we'll have personal one on one assistance, live chat etc.

My only worry is that it may draw aways some of the traffic from the boards, but obviously when people are not available to help (ie. not online) the boards will always be here.

So what d'ya think ? Good or Bad ?

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em

[tramtwo]

Quick delete this post and repost it. Do it now!! Don't jinx yourself.

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[tramtwo]

Well MiShY I think it is a good idea. Of course it mean tons of work for you. There is also the question of bandwidth. I have only use the “Live Help” Feature at ePeople a couple of times and did not like it. I choose instead to us an IM or if the user did not have one, then email. The problem was that the live help was very sluggish. Also it is a strain on a user’s PC that may already be having browser problems or resource problems. I like the idea of having a more responsive form of help on this site. I just do not have any good ideas to make that happen. Guess that’s why you are the boss. http://www.cybertechhelp.com/ubb/biggrin.gif

Would you post already and get off that number? http://www.cybertechhelp.com/ubb/biggrin.gif

[smurfy]

Plus there is the issue of advice "saved" for future reference.
Like any other tech-help site, once the number of posts improves, the most valuable feature is "SEARCH" for existing questions on the same topic.
9/10 questions I had, I found by searching V Dr rather than asking questions.
Live chat sessions will not provide that funtionality.

To be honest, at the moment I could see it becoming the new home of Med&Dev but not much use for the help side of things.

[MishY]

Tram,

The interface is almost identical to epeoples in that the communication is based on chat very much like IM chat (which is as close to realtime as we can get). There is also the see the clients (person who needs help) desktop ***should they agree to do so*** I have to stress that sorry http://www.cybertechhelp.com/ubb/biggrin.gif

It would add a more personal way of helping people, and yep you're right this is going to create a LOT of work for me lol http://www.cybertechhelp.com/ubb/biggrin.gif Seeing as I'll be one of the support staff available.

Basically peoples questions will be answered quicker because the support staff will be able to ask questions about the clients system etc. that may have not been included in most peoples first posts on these forums.

However, this is by no means a way of replacing the boards.

I'm still beta testing this at the moment, and it will take a few days for me to create suitable webpages etc. for it.

This may never happen, but I am very interested to hear what members opinions are on this new idea

BTW for the bandwidth that will not be an issue as the software runs slightly different and would go through a different server.

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em

[w1che]

I would say do it on a trial bases if you think its a good idea. One thing to remember is the one on one thing can be a pain because it will take up a lot more of the techs time. You could spend a 1/2 hour or better just trying to help one person. Just my input.

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Another Day.... Another happy Woman

[tramtwo]

***see the desktop*** does not work with a dial up trust me on this one. Having users having access to techs is fine. With over 1400 hundred post at ePeople, and close to 125 rated answers as a provider I can tell you that my best work is done with email.

I offer to answer a question (never free anymore) http://www.cybertechhelp.com/ubb/frown.gif and when the user picks me, I send a standard "Hi I am Tram" type message. The response to this first message is the key to gauge the rush that is user is in.

I'll be honest I can solve most common problems with a paragraph/ one email. And then there is the follow up email to make sure that they are set and offer myself for future help (networking) http://www.cybertechhelp.com/ubb/wink.gif If I can not answer their question in a paragraph it's because I need to do research (sometimes it involves the user) and *chat* doesn't help your creditability when you say I'll have to look that up. But in an email it does, "I'll do the research and get right back to you."

In short (lol) MiShY having a way to see people need help and those who are offering it is a great idea. How you go about bringing this about is another question.

Typical *Live* help

1.) User post question
2.) Provider offers help
3.) User accepts help and request *Live Chat*
4.) Provider accepts *Live Chat*
5.) Live Chat begins
6.) Pleasantries (apologize for spelling *long day*) http://www.cybertechhelp.com/ubb/wink.gif
7.) Provide's Query
8.) User's answers
8.) Provider's Answer
9.) "While I have you here, second question."
10.) Answer and pleasantries.

Total time about twenty minutes. All of this is saved and the provider has access to it in the future.

Typical *Delayed* help

1.) User ask question
2.) Provider offers help
3.) User accepts and request *Email/Board Help*
4.) Standard "Hi I am/ query email/post.
5.) User's standard *hun?* reply
6.) Provider excellent answer
7.) Follow up

Total time about twenty minutes total. Five minutes if you have forms. http://www.cybertechhelp.com/ubb/wink.gif

By all means create the interface, I like helping people.

//insert boast I have a 4.5 star rating at ePeople (had a five with NoWonder)

So to your original question... Good! http://www.cybertechhelp.com/ubb/biggrin.gif



[This message has been edited by tramtwo (edited 24 November 2000).]

[MishY]

lol "in short" http://www.cybertechhelp.com/ubb/biggrin.gif

I too used to work on epeople as a support provider (and had a 5 star rating lol tho I only was a provider for about 3days http://www.cybertechhelp.com/ubb/biggrin.gif so no doubt my rating would have decreased through the law of averages).

See the users desktop - I totally agree. Both parties should have a very fast connection for this to happen, or at the very least the provider. Which is why I do not intend to use this feature myself. However, if one of the providers (volunteers) has cable/adsl then they are free to do so at the clients request ofcourse.

Well I'm going to do some work on it today and see how it goes http://www.cybertechhelp.com/ubb/smile.gif

Thanks for your input dude,

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em

[lufbra]

Couldn't we all just have the same Instant Messenger downloaded??? Most of them nowadays have "voice messaging" too, which could be used if needed!

Dave.

[MishY]

lufbra,

Its a lot more impractical mate for everyone to have to download an IM, especially when the client in this interface doesn't actually need to download a thing unless the shared desktop is used.

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em

[lufbra]

Oh okay, just thought it might make things easier for you Mishy.

Dave.

[MishY]

lufbra,

Mate I wish things were that easy http://www.cybertechhelp.com/ubb/smile.gif It's very hard to keep the majority happy, let alone everyone. Anyways, thanks for the input dude http://www.cybertechhelp.com/ubb/smile.gif

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em

[MishY]

Just an update....

I've almost finished the new pages necessary for the live help, and will be beta testing it for the next couple of days http://www.cybertechhelp.com/ubb/smile.gif

MiShY

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Cyber Tech Help (http://www.cybertechhelp.com)
You Break 'em - We Fix 'em