Updated Chat Functionality - official feedback thread 20 pages: First ... 14 15 16 17 18 19 [20]
Posted: Friday, December 13, 2019 4:37:42 PM
Shutter Snaps wrote:
Scott wrote:
Chat is not a final product. We got to a natural break point in our development (and ran into a hard deadline) and so further development was suspended until January.

You're all welcome to continue to provide feedback, but know that we won't be rolling out any new changes until at least January. Right now we're focused on ensuring that our website performance and stability are rock-solid.

In the new year when we resume development on Chat I'll mention some of these concerns.



Unfortunately this just makes me think one thing - why was chat launched if it hadn't been fully developed/wasn't ready? To me it seems a poor business decision given customers over christmas (which is surely one of your busiest times) are going to be disappointed with the service they receive as a result.

To also tell Pro Zazzle designers (who will generate a large proportion of your sales) that, effectively, our concerns are just going to have to wait, probably isn't the smartest move either...

Just wanting to make it clear that I'm not trying to be rude here, but I do question some of the decision making.


+1 to this!!

Rushing to launch a new feature is generally never a good idea as this is the kind of thing that happens.

1. My only chat so far came in at 1:30 am. I was, naturally, asleep...so didn't see the message for hours, which is not good customer service but I had no way to control that.

2. The customer said she couldn't personalize the product, but there was NO link or indication at all of what product she was even talking about so I had no idea what she was talking about.

3. All my items have personalization spots (names, dates, etc) so if she was unable to personalize it, it sounds like a website/technical issue, which should have been handled by Zazzle to begin with.


I'm on Etsy and it was said that Zazzle was attempting to do a similar chat features...BUT:

1. Etsy has an autorespond feature that individual sellers can set for their "hours" online, etc. with a personal message that lets the customer know you're not available and will respond during the hours mentioned.

2. Etsy has a link feature so if the customer asks a question about a specific product, I can easily see what product they're asking about.

3. On Etsy, I'm the MAKER, so I would be the one to handle questions about paper type or other product questions, order status, returns, etc. so it's logical that I answer those inquiries. On Zazzle, I am NOT the maker and can't answer 99% of those questions, so it's inappropriate for those questions to come to a designer instead of Zazzle customer service.
Posted: Thursday, December 19, 2019 10:31:47 AM
I had my first chat and here are some of my thoughts:

-Perhaps it should be called the message the designer instead of chat. Chat seems to give the impression someone is sitting at the computer waiting to respond.

-Perhaps instead of a red dot next to the speech balloon chat symbol, the symbol should fill in with blue. I almost missed the fact that I had a message!

-Perhaps before starting a chat, a window should pop up telling the customer if you have concern A, B, C etc, then contact customer service here.

-Maybe have the customer fill out a form including the product info and/or problem to see if its a customer service issue or a designer issue. I had a customer ask about my "obi wan" kitty design. Only problem is, I don't have an obi wan kitty design. So my question is, is the customer asking about my warrior kitty design or my ninja kitty design?
Posted: Thursday, December 19, 2019 10:22:14 PM
ValeriesGallery wrote:
I had my first chat and here are some of my thoughts:

-Perhaps it should be called the message the designer instead of chat. Chat seems to give the impression someone is sitting at the computer waiting to respond.

-Perhaps instead of a red dot next to the speech balloon chat symbol, the symbol should fill in with blue. I almost missed the fact that I had a message!

-Perhaps before starting a chat, a window should pop up telling the customer if you have concern A, B, C etc, then contact customer service here.

-Maybe have the customer fill out a form including the product info and/or problem to see if its a customer service issue or a designer issue. I had a customer ask about my "obi wan" kitty design. Only problem is, I don't have an obi wan kitty design. So my question is, is the customer asking about my warrior kitty design or my ninja kitty design?


+1
Posted: Friday, December 20, 2019 1:16:40 AM
Karen Coffelt wrote:
Catnip wrote:
none of us need to justify why we don't want to chat


Amen to that! Although I do want to have the ability to chat with my customers about my designs only, I certainly can understand why some people would not want to chat. You're absolutely right that customers are going to expect us to be able to answer customer service related questions. I will just kindly refer to customer care, and if they get irritated with me, then so be it. I might lose a few sales, but I'm sure it will only be a drop in the bucket in the grand scheme of things.


+1
Posted: Friday, December 20, 2019 1:18:52 AM
ValeriesGallery wrote:
I had my first chat and here are some of my thoughts:

-Perhaps it should be called the message the designer instead of chat. Chat seems to give the impression someone is sitting at the computer waiting to respond.

-Perhaps instead of a red dot next to the speech balloon chat symbol, the symbol should fill in with blue. I almost missed the fact that I had a message!

-Perhaps before starting a chat, a window should pop up telling the customer if you have concern A, B, C etc, then contact customer service here.

-Maybe have the customer fill out a form including the product info and/or problem to see if its a customer service issue or a designer issue. I had a customer ask about my "obi wan" kitty design. Only problem is, I don't have an obi wan kitty design. So my question is, is the customer asking about my warrior kitty design or my ninja kitty design?


+1


Posted: Friday, January 03, 2020 1:10:18 PM
Per request from James I am re-posting this here.

Now that I've had my first Zazzle Chat experience, IMO it needs improving. It has potential to help sales for those who want to respond through it BUT in my opinion it has equal potential to HURT sales, maybe not so much for Zazzle, but for designers. Z has said there will be no option to turn it off. It's up to the designer as to whether they reply or not. Can it at least be "tuned up?" .

What do you think of when you hear "chat?" A lot of people think of instant communications. I think of "instant messenger." Many people are going to think of "chat" as one on one, real-time communications.

On Facebook, there is a little green dot indicating that a person is online. Another service I use has, on the chat icon, "chat available" or "chat unavailable."
At LEAST put at the top of where people type some kind of bold and maybe colorful print notice that the designer may not be online but that a message can be left for them. PLEASE.

For someone to message without being aware of how the current system works and not get a timely response can make for bad customer relations. It may not hurt Z - the person might just find another product, but it sure can leave a bad impression of the designer through no fault of the designer, and because of something they have no control over.

Right after Christmas someone tried to contact me. First there was "Hi designer, I have a question about your product: xxxxxxx" THREE TIMES. Then they asked could I change some wording, then said what they would like the wording changed to. I logged in to see the message - four hours later. I IMMEDIATELY responded, apologizing for the delay in answering, said I had not been online, and that to give me a little bit and I'd send them a direct link to the reworded item. And, I did that. Turned out I had to remake it - the changes couldn't be done as it was but the link was still sent to them within 1 1/2 hours. While I was at it I made it so they could change the font and background colors if they wanted to. A week later there has been no further contact from the person, no sale either.

They may not have made a purchase anyway, but putting myself in the shoes of a potential customer I tend to feel that they may have felt ignored and said to heck with it.
This did not make a good first impression with Z chat for me, either. This experience leaves me wondering if, as things stand now, it's worth the bother to drop "real life" to accomodate 'potential' customers if I'm not actually online to immediately communicat3e when the message comes across.

Please, Z, can you at least let people contacting designers know that this isn't necessarily instant chat?!?
Posted: Thursday, January 16, 2020 5:56:19 AM
Did something change/revert with the Chat function this week?

I recently received an EMAIL ONLY message from a customer.
It went directly to my email like they used to do before the new 'chat' widget.
And no trace of the conversation shows up within the chat section in my account on Zazzle.com.

Posted: Friday, January 17, 2020 1:48:46 PM
Had my first Zazzle chat today.
The customer had ordered notepads as score pads before and wanted more but wanted 5x7, which we don't have. The only thing paper I could find in that size was a greeting card.

I have offered to make the bigger notepad with is 11x8.5, will have to wait and see if it is acceptable to her.

Just an update; The buyer did place an order but asked for the design on post-it notes instead of the usual notepad.
Posted: Saturday, January 18, 2020 12:03:03 PM
Vanilla Primrose wrote:
Per request from James I am re-posting this here.

Now that I've had my first Zazzle Chat experience, IMO it needs improving. It has potential to help sales for those who want to respond through it BUT in my opinion it has equal potential to HURT sales, maybe not so much for Zazzle, but for designers. Z has said there will be no option to turn it off. It's up to the designer as to whether they reply or not. Can it at least be "tuned up?" .

What do you think of when you hear "chat?" A lot of people think of instant communications. I think of "instant messenger." Many people are going to think of "chat" as one on one, real-time communications.

On Facebook, there is a little green dot indicating that a person is online. Another service I use has, on the chat icon, "chat available" or "chat unavailable."
At LEAST put at the top of where people type some kind of bold and maybe colorful print notice that the designer may not be online but that a message can be left for them. PLEASE.

For someone to message without being aware of how the current system works and not get a timely response can make for bad customer relations. It may not hurt Z - the person might just find another product, but it sure can leave a bad impression of the designer through no fault of the designer, and because of something they have no control over.

Right after Christmas someone tried to contact me. First there was "Hi designer, I have a question about your product: xxxxxxx" THREE TIMES. Then they asked could I change some wording, then said what they would like the wording changed to. I logged in to see the message - four hours later. I IMMEDIATELY responded, apologizing for the delay in answering, said I had not been online, and that to give me a little bit and I'd send them a direct link to the reworded item. And, I did that. Turned out I had to remake it - the changes couldn't be done as it was but the link was still sent to them within 1 1/2 hours. While I was at it I made it so they could change the font and background colors if they wanted to. A week later there has been no further contact from the person, no sale either.

They may not have made a purchase anyway, but putting myself in the shoes of a potential customer I tend to feel that they may have felt ignored and said to heck with it.
This did not make a good first impression with Z chat for me, either. This experience leaves me wondering if, as things stand now, it's worth the bother to drop "real life" to accomodate 'potential' customers if I'm not actually online to immediately communicat3e when the message comes across.

Please, Z, can you at least let people contacting designers know that this isn't necessarily instant chat?!?


A big +1 to that!
Posted: Tuesday, January 21, 2020 5:59:38 AM
I'm getting multiple messages that are strictly customer service type of issues lately, and one potential customer even mentioned not being able to find a way to communicate through Zazzle and asking for a phone call to customize - did the pre-chat filter get turned off, or can it be made more obvious?

I've seen some putting notes in their bio, but then again, an actual customer with a legitimate designer request via chat was recently confused that my profile name on chat (account name) doesn't match the store name - and she tracked me down on Instagram (smart cookie and lovely customer!).

Clearly there is some mis-match still going on with the chat/messaging system.

Still need better filtering/communication about how the mesasges to designers work and what they are for VS customer service for orders.
AND ALSO
I think there may be less confusion if the chat to be able to be separated by, and display store names, instead of our main account profile names. That would also help with that back-end designer icon and would keep the items shown there more relevant as well.
Posted: Sunday, January 26, 2020 12:00:20 PM
The designer attribution problem is spilling over into chat now. If someone adds a background element, the designer attribution switches to the background designer, instead of the actual designer. Very bad. I have to think this is a bug! Either way it needs to be fixed because people keep contacting me for help with a background when what they really want is help with the original design. Designer attribution and chat/message contact info needs to stay with the real designer, NOT the secondary content designer.
Posted: Sunday, January 26, 2020 12:07:43 PM
Is it still unclear to the customer that it's not a chat at all but a message system, that it isn't necessarily an instant sort of thing? I recently got a message, but by the time I saw it, it was a half day later. I'm now wondering if he went elsewhere because I didn't answer him moments after he wrote his message.
Posted: Sunday, January 26, 2020 12:48:38 PM
Rebecca @ ZingerBug wrote:
The designer attribution problem is spilling over into chat now. If someone adds a background element, the designer attribution switches to the background designer, instead of the actual designer. Very bad. I have to think this is a bug! Either way it needs to be fixed because people keep contacting me for help with a background when what they really want is help with the original design. Designer attribution and chat/message contact info needs to stay with the real designer, NOT the secondary content designer.


Thank you for saying so... I don't think it is a bug. It has been this way ever since they made it live. I agree it is not right for the primary designer to be pushed to the bottom of the attribution list.
Posted: Sunday, January 26, 2020 3:05:23 PM
I recently received a message in my email from a very nice customer who wanted one of my designs placed on two different products. I gladly made them for her and she made a purchase. I was lucky I had checked my email box since I'd been out of town. I thought the chat went really well.

I do have a question though. When you create a products with your design made specifically as requested by a customer, do you set it as "direct only" and then send them a link to it to see if they like it or do you put it "for sale" and send them THAT link?

If a customer wanted to change things a few times, I wouldn't want to set them to "for sale" and have a bunch of the same item different ways.

I'm probably making this much harder than it is. lol

Posted: Sunday, January 26, 2020 5:08:05 PM
ZorroCreations wrote:
I recently received a message in my email from a very nice customer who wanted one of my designs placed on two different products. I gladly made them for her and she made a purchase. I was lucky I had checked my email box since I'd been out of town. I thought the chat went really well.

I do have a question though. When you create a products with your design made specifically as requested by a customer, do you set it as "direct only" and then send them a link to it to see if they like it or do you put it "for sale" and send them THAT link?

If a customer wanted to change things a few times, I wouldn't want to set them to "for sale" and have a bunch of the same item different ways.

I'm probably making this much harder than it is. lol

Were you corresponding with the customer via email or via chat? Either way, if the design is something specific to that customer (in other words it's not something anyone else could or would buy) then I'd make it direct only, otherwise I'd just publish it regularly. Anyhow, if you send a link via chat, I don't think you can get credit for the referral like you can if you send it via email... or did that change with the recent changes to the affiliate stuff?
Posted: Sunday, January 26, 2020 5:45:51 PM
No Zingerbug, it didn't change. I recently had a returning customer who wanted a slightly larger notepad than she had ordered before. I made the biggest one but that was too big. (sounds like Goldilocks doesn't it) Anyway, she settled for post-its instead of a notepad. I sent her to new design on a post it via email. I did not get a referral, but she did order 5 of them, so I am ok with it.
Posted: Monday, January 27, 2020 10:08:53 AM
Rebecca @ ZingerBug wrote:
ZorroCreations wrote:
I recently received a message in my email from a very nice customer who wanted one of my designs placed on two different products. I gladly made them for her and she made a purchase. I was lucky I had checked my email box since I'd been out of town. I thought the chat went really well.

I do have a question though. When you create a products with your design made specifically as requested by a customer, do you set it as "direct only" and then send them a link to it to see if they like it or do you put it "for sale" and send them THAT link?

If a customer wanted to change things a few times, I wouldn't want to set them to "for sale" and have a bunch of the same item different ways.

I'm probably making this much harder than it is. lol

Were you corresponding with the customer via email or via chat? Either way, if the design is something specific to that customer (in other words it's not something anyone else could or would buy) then I'd make it direct only, otherwise I'd just publish it regularly. Anyhow, if you send a link via chat, I don't think you can get credit for the referral like you can if you send it via email... or did that change with the recent changes to the affiliate stuff?


The customer emailed me. She liked a design and wanted to know if I could fit it on two other products. I made it on the two products for her, posted them for sale (others would like them too), and sent her the links. I changed the border look on it a couple of times for her and posted them for sale sending her the link.

In hindsight, I think I probably should have set them to direct only and send her THAT link before putting them out on the marketplace. Is that how it's usually done when trying to come up with the perfect product personally for a customer?

Posted: Monday, January 27, 2020 10:17:25 AM
ZorroCreations wrote:

The customer emailed me.
I'm mostly confused about how she contacted you via email? I thought that functionality went away since they implemented chat.
Posted: Monday, January 27, 2020 10:29:30 AM
Rebecca @ ZingerBug wrote:
ZorroCreations wrote:

The customer emailed me.
I'm mostly confused about how she contacted you via email? I thought that functionality went away since they implemented chat.


I'm sure it was probably lit up as "Chat" if I had logged into my store, but I didn't see that notice. Instead, I happened to log onto my email to check something and I saw a notice that I "had a message on Zazzle" so I clicked on the link in my email which took me to the chat message itself.

So, I stand corrected, the customer actually contacted me THROUGH Zazzle and Zazzle sent me a message saying I had a message.

This is definitely a learning process.
Posted: Monday, January 27, 2020 2:58:57 PM
The customer may be located in another country. Right now Chat is only available on zazzle.com (not zazzle.co.uk or zazzle.ca, etc).
Posted: Monday, January 27, 2020 4:48:08 PM
Some additional Chat-related feedback is here: https://forum.zazzle.com/feedback/using_enter_key_in_chat

Original post is:
Quote:
I suppose those who do a lot of texting (I've never done it) might be familiar with the Enter key being a double for a Send key, but it messes me up every single time. I want to create a separation between lines of type, I press Enter, and off goes the message into the wild blue yonder.

I replied to a customer a short time ago and sent the message prematurely, having to tack on the rest of it via a second message.

Would it be possible to have a "Send" button so the Enter key either works to add lines or maybe doesn't even work at all?

Then again, maybe I'm just hopelessly out of date.
Posted: Monday, January 27, 2020 5:02:05 PM
As always, thanks for the feedback. Earlier today I met with one of our team members who is scoping out and designing the next round of additions to Chat, and there's some stuff in there you guys will like. I don't have a timetable for when any of this will be happening, but there are enhancements on the horizon. When the time comes we will let you know.

Until then, you're welcome to continue sharing the good and not-so-good experiences that you're having.
Posted: Monday, January 27, 2020 5:15:23 PM
Thanks so much for the update, Scott!
Posted: Wednesday, February 05, 2020 1:17:31 PM
I'm sharing my not so good experience with Chat as mentioned by Scott.

I would like to be notified by email or at least have the bubble change color when I receive a response to a chat. There is no way of knowing other than checking inside the chat window.
Posted: Sunday, February 16, 2020 7:00:57 AM
This is probably mentioned somewhere in here, but it would be helpful to have an auto reply vacation setting for chat. I was just out of the country for a week and had no way of replying to a couple chat messages that came through. Thanks!
Posted: Sunday, February 16, 2020 8:44:20 AM
Plush_Paper wrote:
This is probably mentioned somewhere in here, but it would be helpful to have an auto reply vacation setting for chat. I was just out of the country for a week and had no way of replying to a couple chat messages that came through. Thanks!


I concur. Even maybe a "chat unavailable" option as I do not like to publicize when I am on vacation and leaving my home empty.
Posted: Tuesday, February 18, 2020 8:49:01 AM
We have an update coming soon that should help with these scenarios. I believe development is complete, so it should be available pretty soon. I'll provide an update when I have one.
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