Chat Success Story - September

Chat Support is a convenient way to contact support, and is currently available to organizations who use The Raiser's Edge, Target Analytics, P!N, and Data Enrichment Services. If you use one of these products, you can access Chat Support by going to case central and clicking Chat Online. Chat works a lot like AOL Instant Messenger or Microsoft Office Communicator; it allows you to communicate with an analyst in real time.

Recently, a customer used Chat to contact Support regarding an import in The Raiser's Edge. The customer had already created a case regarding this import, and the analyst was able to get caught up on the case notes without putting the customer on hold. Chat made discussing the cumbersome Import field names easy, and the chat session remained open (with the analyst standing by) each time the customer ran the import. Troubleshooting the import exceptions over chat created a comprehensive log of events that can be referred to later in the customer's case search. The chat session concluded with a successful import.

To initiate a chat session, click Chat Online on case central and enter your name, organization name, and question. An analyst will type a response that displays on that web page, and you and the analyst will continue the text chat session until either your question has been answered or you feel a phone conversation would be more productive.