Updated Chat Functionality - official feedback thread 20 pages: [1] 2 3 4 5 6 7 ... Last
Posted: Wednesday, October 16, 2019 7:33:17 PM
Hi Designers,

We have recently launched desktop chat with more features to improve the Designer experience which was announced on this post

Post your comments here so we don't miss your feedback on the exciting improvements!

James C
Posted: Wednesday, October 16, 2019 7:42:47 PM
James C wrote:
Hi Designers,

We have recently launched desktop chat with more features to improve the Designer experience which was announced on this post

Post your comments here so we don't miss your feedback on the exciting improvements!

James C


I posted here: The chat function..... before you posted this thread. This is what I said:

Please give those that don't want it an opt out option. In the announcement thread it is stated:

What if I don’t want anyone to message me? I’m an introvert, don’t have time for this/insert other reason here.
C’mon give it a try! As a community-driven site, messaging via Zazzle Chat is available and on by default for all users. While there is no opt-out functionality, again similar to other mainstream communities and marketplaces, it’s certainly up to you whether you choose to respond to your messages. We, of course, highly encourage you as it can lead to greater sales and happier customers! And back to being kind, we’d really appreciate you not leaving any customers hanging.



I'm not an introvert, but I see that chat function as a social thing that I don't want, or need, here. I work here. If I "chat" at all it is via the forums. I have messaging turned off for a reason. And I don't want this. Please do not "force" this on people that don't want it. I don't do the type of work that would require me to be available and I don't want to be put in a position where I must feel obligated to "chat". That above statement puts that feeling of obligation on me. So, please, I implore you... Let me opt out!


You can delete my thread if you so wish.
Posted: Wednesday, October 16, 2019 7:46:32 PM
Can you please explain to us why there is no opt out functionality for this feature?

If you spent any time at all reading the previous thread you will be aware that many of us would rather turn it off.

you said in your announcement that you don't want us to leave customers hanging and it only makes sense to me that if they are not able to try to chat with me in the first place (because I have it turned off) then they will not be disappointed.

I feel it is really unacceptable not to give us a choice to turn it off if we don't want to participate. So that our choice becomes either use something we really don't want or have unhappy customers? what kind of choice is that?

Adding: the fact that we made our feelings about this known and you offer no opt out is the same as saying " we really don't care how you feel about it". Why even ask for feedback then?


Posted: Wednesday, October 16, 2019 8:02:23 PM
Shelli Fitzpatrick wrote:
Can you please explain to us why there is no opt out functionality for this feature?

If you spent any time at all reading the previous thread you will be aware that many of us would rather turn it off.

you said in your announcement that you don't want us to leave customers hanging and it only makes sense to me that if they are not able to try to chat with me in the first place (because I have it turned off) then they will not be disappointed.

I feel it is really unacceptable not to give us a choice to turn it off if we don't want to participate. So that our choice becomes either use something we really don't want or have unhappy customers? what kind of choice is that?

Adding: the fact that we made our feelings about this known and you offer no opt out is the same as saying " we really don't care how you feel about it". Why even ask for feedback then?




Bravo Shelli! Very well said!!
Posted: Wednesday, October 16, 2019 8:28:06 PM
Shelli Fitzpatrick wrote:
Can you please explain to us why there is no opt out functionality for this feature?

If you spent any time at all reading the previous thread you will be aware that many of us would rather turn it off.

you said in your announcement that you don't want us to leave customers hanging and it only makes sense to me that if they are not able to try to chat with me in the first place (because I have it turned off) then they will not be disappointed.

I feel it is really unacceptable not to give us a choice to turn it off if we don't want to participate. So that our choice becomes either use something we really don't want or have unhappy customers? what kind of choice is that?

Adding: the fact that we made our feelings about this known and you offer no opt out is the same as saying " we really don't care how you feel about it". Why even ask for feedback then?




+1
Posted: Wednesday, October 16, 2019 8:44:38 PM
Okay, I just saw this in the news forum. I missed it earlier and the seven page thread that is now locked but I will get to it and read it. My sister and I have every intention of coming back to our stores and putting the effort into them that we have put in writing over the last three years where we have successfully gained private clients. That does mean that Zazzle customers would have been left hanging over the last three years but that is not my major issue with this idea and I am going to be blunt.

Some people are not equipped to handle customer contact! You can tell them to read guidelines but it doesn't matter. Over the years, some customers have come into the forum and have gotten inappropriate responses. Right now, I see where one Zazzler could sue others for libel.

Customers will be lost and all designers will be lumped together with the ones that respond inappropriately.

I know that I am stepping on toes but this is a disaster waiting to happen.

There is one business that at this very moment is scrambling to recover from a group of employees who pushed things too far. Then a new hire got to feeling his oats and made this business, his new employer, his private playground. It took a month to get them to see the issues. Now they have 15 days to fix it or fail with two large clients.

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.
Posted: Wednesday, October 16, 2019 9:09:35 PM
MarBethHomeDecor wrote:

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.


Not looking for an argument, but I have to ask...Was that comment really necessary? I think we should speak of ourselves and not of others.
Posted: Wednesday, October 16, 2019 9:16:33 PM
Airbnb and Etsy are poor examples of why Designers need to be forced to chat with customers who Zazzle has always maintained are yours and not ours. Users listing on both of those sites are full service, including fulfillment.

We're neither paid nor trained to be Zazzle's customer service.

Many of us do this part time and can't make ourselves available.

Dormant stores will leave customers hanging to infinity and beyond. Designers who can't or don't wish to respond will do the same.

It looks like the option to uncheck "allow customers to contact me" has been removed. If so, our ability to change email addresses has also been removed.

I don't see in any of the agreements where (1) we've waived our right to privacy or (2) agreed to permit anyone to chat with us. Could someone point me you that?

How does this fit it with "we care about our Designers"? Rolling out things that don't align with Designer desires clearly expressed combined with "features" that never get fixed are just two of the reasons I can't participate here any more. It is frustrating to the nth degree. And I see frustrated customers on the horizon too now.

This doesn't seem very well thought out, to be quite frank.

Posted: Wednesday, October 16, 2019 9:25:09 PM
RoyK_is_a_She wrote:


It looks like the option to uncheck "allow customers to contact me" has been removed. If so, our ability to change email addresses has also been removed.



Wow! You are right! I just checked and, no, I didn't see my email listed anywhere anymore.
Posted: Wednesday, October 16, 2019 9:33:46 PM
Gina ©gleem wrote:
MarBethHomeDecor wrote:

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.


Not looking for an argument, but I have to ask...Was that comment really necessary? I think we should speak of ourselves and not of others.



Gina

Some of your fellow Zazzlers will chase customers away from Zazzle. Think about it
Posted: Wednesday, October 16, 2019 9:38:55 PM
MarBethHomeDecor wrote:
Gina ©gleem wrote:
MarBethHomeDecor wrote:

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.


Not looking for an argument, but I have to ask...Was that comment really necessary? I think we should speak of ourselves and not of others.



Gina

Some of your fellow Zazzlers will chase customers away from Zazzle. Think about it


And, I suppose, some of my fellow Zazzler's could say the same about me.

I don't mind dealing with customers. I have a background in retail. But this "chat" stinks of social media and I want no part of it. I think it is great for those that want it, and can make use of it, but it just doesn't fit into my day/night/life. When/If a customer should "chat" me, they will not get a response, and that won't bode well for others if the customer should think others will also ignore "chat".
Posted: Wednesday, October 16, 2019 9:46:33 PM
MarBethHomeDecor wrote:
Okay, I just saw this in the news forum. I missed it earlier and the seven page thread that is now locked but I will get to it and read it. My sister and I have every intention of coming back to our stores and putting the effort into them that we have put in writing over the last three years where we have successfully gained private clients. That does mean that Zazzle customers would have been left hanging over the last three years but that is not my major issue with this idea and I am going to be blunt.

Some people are not equipped to handle customer contact! You can tell them to read guidelines but it doesn't matter. Over the years, some customers have come into the forum and have gotten inappropriate responses. Right now, I see where one Zazzler could sue others for libel.

Customers will be lost and all designers will be lumped together with the ones that respond inappropriately.

I know that I am stepping on toes but this is a disaster waiting to happen.



No you are really not stepping on toes here, when you read the 7 page thread you will see that you are just reiterating what many of us were already saying.

Posted: Wednesday, October 16, 2019 9:47:13 PM


Zazzle

I understand that this could be a payroll savings for you but my sister and I did not turn in an application to be unpaid, remote customer service reps. Here are some issues that you will have. My sister and I will not speak for you but some customers, who contact designers will not get the distinction that we can't answer. How many of them will be lost? Other designers will speak for you and you won't be able to do what the customer was told you would. Finally, some Zazzlers will be intentionally or unintentionally rude to customers. How many customers will be gone? How many of these customers will tell you? Will you really be saving money?
Posted: Wednesday, October 16, 2019 9:52:52 PM
MarBethHomeDecor wrote:
Finally, some Zazzlers will be intentionally or unintentionally rude to customers.


In text chat it is so easy to misunderstand what one is saying, so I believe many will be deemed rude when that wasn't their intent (just as you said). And who's to say the customer won't be rude when the designer can't/won't help them and choose to "spread the (bad) word" about that designer and/or Zazzle.
Posted: Wednesday, October 16, 2019 9:59:15 PM
Gina ©gleem wrote:
MarBethHomeDecor wrote:
Gina ©gleem wrote:
MarBethHomeDecor wrote:

I am sorry but Zazzlers, who come on the forum with a "keep out " sign for other Zazzlers have no business dealing with customers.


Not looking for an argument, but I have to ask...Was that comment really necessary? I think we should speak of ourselves and not of others.



Gina

Some of your fellow Zazzlers will chase customers away from Zazzle. Think about it


And, I suppose, some of my fellow Zazzler's could say the same about me.

I don't mind dealing with customers. I have a background in retail. But this "chat" stinks of social media and I want no part of it. I think it is great for those that want it, and can make use of it, but it just doesn't fit into my day/night/life. When/If a customer should "chat" me, they will not get a response, and that won't bode well for others if the customer should think others will also ignore "chat".


Gina

Well, this is Columbus Day weekend and it is basically a repeat for me of Labor Day weekend and like then I got Elizabeth's permission to do what I am going to do next since it affects both of our incomes and our plans for building our future. However, there was more risk on Labor Day weekend and like I said it took a month, now, some people are scrambling to clean up their mess.
Posted: Wednesday, October 16, 2019 10:01:33 PM
Zazzle

No, we cannot participate. At least, I will add an I am sorry for you.

Marilyn
Posted: Wednesday, October 16, 2019 10:04:15 PM
Gina ©gleem wrote:
MarBethHomeDecor wrote:
Finally, some Zazzlers will be intentionally or unintentionally rude to customers.


In text chat it is so easy to misunderstand what one is saying, so I believe many will be deemed rude when that wasn't their intent (just as you said). And who's to say the customer won't be rude when the designer can't/won't help them and choose to "spread the (bad) word" about that designer and/or Zazzle.


Exactly!!! This is an area that Zazzle should really keep more control.
Posted: Wednesday, October 16, 2019 11:01:08 PM
Shelli Fitzpatrick wrote:
Can you please explain to us why there is no opt out functionality for this feature?

If you spent any time at all reading the previous thread you will be aware that many of us would rather turn it off.

you said in your announcement that you don't want us to leave customers hanging and it only makes sense to me that if they are not able to try to chat with me in the first place (because I have it turned off) then they will not be disappointed.

I feel it is really unacceptable not to give us a choice to turn it off if we don't want to participate. So that our choice becomes either use something we really don't want or have unhappy customers? what kind of choice is that?

Adding: the fact that we made our feelings about this known and you offer no opt out is the same as saying " we really don't care how you feel about it". Why even ask for feedback then?




I agree with all this.

Zazzle - why is there no opt out?
Posted: Thursday, October 17, 2019 12:47:16 AM
I personally embrace this chat function as I already deal with customers a few times a week via the message function (email basically) and it works very well. It will be easier if we can chat live , faster more efficient.

However that's me, I have a background in customer service and am very experienced in polite communications with customers.

I wouldn't as some suggest see people's forum posting style as indicative of customer handling style. They serve very different purposes. Many designers have no need to 'chat' to people on the forum and instead only post direct to moderators for the purpose of feedback/help. Chatting to customers is another matter entirely.

I do worry however, as some have expressed, how others less experienced may take to this new challenge. Customers being 'ignored' or responded to inappropriately will vote with their feet and go off site, they will leave negative reviews on other sites and 'we' independant designers might be lumped together as 'rude employees'. Reflecting badly on Zazzle.

I do think this should have an opt out feature for those that don't wish to participate, can't participate

List of reasons why people justifiably cannot participate:

* English may not be their first language
* They may not be very proficient with the written word, slow typing
* Disabilities which make communication difficult
* Asleep when customers are awake
* Unwell, unwilling
* Untrained, unskilled, unable to deal with, field some of the questions that arise.

Example

I was once asked if a clock could instead come with a 'plug' instead of batteries. I was very polite in my response. Others may be less so.

I don't know if it's possible to do this but could you analyze the responses to customer and designer dialogue (currently done via the message/email system) and offer the feature (opt in) to those who have already and consistently displayed good communication with customers?

I have a proven track record but others may not?

https://www.freeindex.co.uk/profile(leahg-designer)_395655.htm



Posted: Thursday, October 17, 2019 12:54:22 AM
My "message the designer" has been turned off since day one for a reason. Trying to force someone to participate in *chat* when they are already overwhelmed by what they do daily in their private life does not bode well for you Zazzle.

Nuff said.

[Edit] I spent almost 15 yrs working Customer Service Leah so I am well aware of customer idiosyncrasies including the fact that customers will take their anger out on whoever they are able too. The day Zazzle implements a pay scale for chat with the designer I prefer to keep my life non-confrontational.

Posted: Thursday, October 17, 2019 1:42:31 AM
Okay, I have read through the seven pages and I want to know if I am correct in understanding that if we just shut off not allowing customers to contact us in any way that we don't have to deal with this???????




Edited: Okay, I now see the answer to this is up above in this thread. Apparently, the option to not allow customers to contact you has been removed. However. I did look and our message boxes show Elizabeths Creative Pursuits and Marilyns Creative Pursuits not our names. The images are Pismo Beach and my camera. That is a relief!!! So now that I worked on an article and then came back over here, I guess it is time to go to bed. Don't message me! I am not available!
Posted: Thursday, October 17, 2019 2:08:05 AM
Okay, we signed on to Zazzle to be freelance graphic designers, who put our designs on Zazzle products. Yes, it is their platform and you can say that if you don't want to go along with their TOS that they apparently just changed again the first of the month that you can leave. They also have some things in their new TOS that say they can terminate you for not going along. I really hope it doesn't get to this because I have enjoyed Zazzle and would like to again. I know that revealing your name and using your photo is being presented as a suggestion but I have to stop and take time that I don't really want to spend to go look and see what it sounds like Zazzle may already have changed in revelations about us to their customers.

The bottom line is that I am kind of researching something while at this time wanting to pile up some more money writing for a little while longer and not at this moment spend time on this. So, I am going to say that there is a line where a company takes too much control of your work process and you are no longer considered a freelancer. You are considered an employee. I am not a lawyer but I will look and others can also. The option to not be on Zazzle isn't involved in this line. It is whether a company can still call you and others a freelancer or has to classify you as an employee.
Posted: Thursday, October 17, 2019 2:46:09 AM
MarBethHomeDecor wrote:
Okay, we signed on to Zazzle to be freelance graphic designers, who put our designs on Zazzle products. Yes, it is their platform and you can say that if you don't want to go along with their TOS that they apparently just changed again the first of the month that you can leave. They also have some things in their new TOS that say they can terminate you for not going along.


WOW! Think about how many products you as a designer has sold for Zazzle. Should they *choose* to terminate you they get to keep every single one of them with no remuneration to you the designer.

Posted: Thursday, October 17, 2019 3:08:45 AM
eclecticpastime wrote:
MarBethHomeDecor wrote:
Okay, we signed on to Zazzle to be freelance graphic designers, who put our designs on Zazzle products. Yes, it is their platform and you can say that if you don't want to go along with their TOS that they apparently just changed again the first of the month that you can leave. They also have some things in their new TOS that say they can terminate you for not going along.


WOW! Think about how many products you as a designer has sold for Zazzle. Should they *choose* to terminate you they get to keep every single one of them with no remuneration to you the designer.



Another Zazzler posted the TOS pertaining to chat on page four of the locked seven page thread. Here is the one that I am referring to:

Quote:

5.2.2. If Zazzle decides, in its sole discretion, that your conduct on Chat violates this User Agreement, Zazzle may take action to enforce the User Agreement, including but not limited to banning your ability to utilize Chat on the Site, and/or terminating your Account.


Now I am sure they mean rudeness or something but they did say that you could be exposed to profanity. Of course, you can report it.
Posted: Thursday, October 17, 2019 3:53:59 AM
I'm used to communicating often with my customers, it's part of my business and customer care, so I'm glad to have the possibility to interact with potential shoppers directly on Zazzle. This as long as it works like a messenger, such as Facebook's one. I'm also fortunate enough to be a software developer/graphic designer hybrid, so I can also handle inevitable technical questions, even in 4 languages.

But: Not everyone can do this or is willing to (for many different reasons as others already mentioned), so in my opinion, an opt-out is truly important and responsible. Not only to respect the designers' privacy and right not to have to care about customer interaction (again, for many reasons), but also to avoid "neglected" customers getting unsatisfied and possibly leaving (besides getting inadequate, unsatisfying or incorrect information/answers).

If customers have the ability to message/chat, they expect an answer in reasonable times. If they don't get it, the reputation of designer AND Zazzle as the fulfilling company may suffer in many ways: lost customers, lost sales, bad reviews. If there is no such ability, there is nothing to complain about.

IMO it's definitely better to follow the better-safe-than-sorry path.

That said, is there a way to contact a dummy address to test the chat out? And: it would be nice, if the profile picture and name could be set differently than on the designer's page (account). So on your designer page you can show your company logo and name, and in the chat you could show a personal portrait and name, to have a more personal interaction.
Posted: Thursday, October 17, 2019 4:11:00 AM
PetsDreamlands wrote:


And: it would be nice, if the profile picture and name could be set differently than on the designer's page (account). So on your designer page you can show your company logo and name, and in the chat you could show a personal portrait and name, to have a more personal interaction.


Yes to this please. I'm happy to add an old glamorous pic of myself looking fabulous ;) but I do desire my logo for branding purposes on my stores.
Posted: Thursday, October 17, 2019 4:16:52 AM
eclecticpastime wrote:


[Edit] I spent almost 15 yrs working Customer Service Leah so I am well aware of customer idiosyncrasies including the fact that customers will take their anger out on whoever they are able too. The day Zazzle implements a pay scale for chat with the designer I prefer to keep my life non-confrontational.



This is true and I will have a way of fielding those unhappy customers. I think a copy and paste standard and polite redirection to customer services with a reassurance you remain able to assist with design enquiries for your own products' will suffice.

I'd use this as a last resort, I can usually de escalate unhappy customers, by understanding their reasons for being unhappy. I'm one of those people who expects the best service so I try to provide it.

We do however need a more prominent chat to customer support button. ;) and an opt out for those who don't want to chat with customers.
Posted: Thursday, October 17, 2019 4:55:36 AM
I would like to see designers have the option to toggle on a sort of generic "I'm not available for live chat right now, but please leave a detailed message about the product you're interested in and I'll get back to you asap".

This is ultimately for the benefit of the customer, so they're not left hanging, or assuming they're going to get an answer immediately. Also for the benefit of the designer and zazzle, so that neither us or zazzle look like jerks for not responding immediately. FB messenger has this sort of auto-response and we should have one as well.

In addition, like with the former contact from a product page, when a potential customer contacts you there should be a direct link back to the very product they're asking about. Otherwise it's a guessing game, and a waste of time.

My 2 cents, fwiw.
Posted: Thursday, October 17, 2019 5:22:43 AM
Questions:

Will the email messaging system be eliminated once chat is fully implemented on all platforms? If not, will it be easier than it is currently for customers to find their way to the actual designer?

Testing chat, I found it appears to be implemented on the desktop, though I'd have to harass a fellow designer to know for sure. Instead of annoying someone, can anyone tell me if it's now up and running?

The chat screen is strange. In the message box, which isn't labeled as such, it says "Colorwash." Why is it there? Beneath the box, it says "(Required)". What's required? The automatically inserted name or writing a message?

I was going to ask how we're supposed to remember the customer service email on the fly, but LeahG has a good solution for that.

What about the bulk of designers, the ones who never bother with the forum? Will an email be sent out to everyone so they're brought up to speed on chat?

Has anything been figured out for the large number of designers who don't work much each day on Zazzle or for those who are sick or who are traveling or dealing with emergencies?

Posted: Thursday, October 17, 2019 5:23:08 AM
I'm wondering about designers that don't visit the forums. This new function will surely come as a shock.

I was just getting into the swing of revamping but my store, but now I'm not so sure I want to put in effort to draw more customers. I've done my time in retail. Zazzle was a place where I could chill, work on designs in my free time, and not worry about the hassles of customer service.

Now it looks like it will be a source of anxiety.

I get the intentions behind it, I really do. It just seems like a rose-colored, keeping-up-with-the-Joneses kind of thing. Zazzle is not Etsy. Or Amazon. Or any of those other sites out there. Zazzle is Zazzle. That's what I've always liked about it. It's unique. But now it seems to be chasing the big Amazon in the Sky, and I, for one, am not thrilled at the prospect.
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