Contacting an Engineer/chatting about your problem

 

You may have some questions that you want an engineer to answer before requesting or accepting a quotation. If the Support Engineer is online then you can chat to them using the ActiveX Control application. If the Support Engineer is not online then you can email the Engineer your questions.

 

You will be able to see if a Support Engineer is logged into the ActiveX control by their online/offline status. If the Support Engineer is online then you can chat to them using the ActiveX control.

 

To contact a Support Engineer simply click on the ‘Chat with’ button from within a specific profile. This will alert the Support Engineer that you wish to contact him/her about your problem. The ActiveX control chat window will open.

 

 

 

Figure 8: Contacting a Support Engineer

 

 

If you try to chat to the Support Engineer but the Engineer declines your offer then the Support Engineer will be required to provide a reason, such as “busy” or “not interested”. You will be notified by a system message, with the reason provided.

 

If the Support Engineer is in an active remote sessions with another client then the message will be logged for later viewing. It will be sent to the Support Engineer’s inbox and a pop-up alert will appear to notify the Support Engineer. You will be sent a system message to informing you that the Support Engineer is in a remote session and not available. When this occurs a chat window will appear and you will have the option to either leave a message or close the chat window.

 

If you decide to leave a message, simply:

1.   Click on ‘leave message’.

2.   Type your message in the window provided. Again try to provide as much information about your problem as possible as this will assist the Engineer.

3.   Click on ‘Send’.

4.   The message will be sent to the Support Engineer’s IntelliFix inbox.

Here are a few points to help you when chatting with a Support Engineer about your problem.

 

 

1.   Try to explain your specific problem in as much detail as you can. This information should include the program you are experiencing a problem with and what the problem is.

2.   During your chat session ask the support engineer any questions you may have.

3.   Use the ‘create screen shot’ option. Using this option will allow you to send three screen shots of any error messages related to your problem. Sending screen shots is free.

 

 

                                                                                            Figure 9: ActiveX chat window

 

 

4.   Agree a price and payment method before obtaining any assistance or commencing with a remote support session.