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"1-800 & Live Go To Assist"
Monitored Chat Support
Best of both worlds. Call our 1-877-435-7891 toll free line to speak directly with one of our highly trained webmasters or use our "Go To Assist" chatrooms. Imagine having a full time professional IT webmaster guiding and teaching you how to manage and maintain your website yourself. We believe in todays challenging world this sets us apart from the competiton! Having a full time tech rep at your side means your webmasters and you have the option to learn how to maintain your internet business presence.
Our exciting chat tool includes whiteboard collaboration that can instantly establish a direct link between your computer and a Customer Care rep allowing you to enjoy instant, virtual online-site support using "Go To Assist" technology!Our chat link tool is like having a support rep sitting right next to you consrantly guiding you what to do, or doing it for you while you watch and learn how to do editing commands yourself. It's safe, easy, convenient and user-friendly located in the interface of your new website top right in the editor linked as "Live Chat Support"
How Our Chat Features Work
ChatLink - enables you to connect and chat in real time with a Weaver Web Design Customer Care rep, and to initiate Screen Sharing or Screen Viewing of your monitor to help you resolve your editing issues.
Screen Sharing/Viewing - allows Customer Care reps to assess issues by remotely viewing your computer, and sharing control of your mouse and keyboard prompted only with your permission to do so.
Session Transfer - enables a Customer Care rep to transfer your session when necessary; this feature reduces the need to schedule callbacks, and increases first-time resolution rates by allowing Weaver Web Designs reps with more specialized technical skills and knowledge to be "conferenced in" immediately.
File Transfer - enables fast and easy two-way document and application exchanges; this permission-based feature allows our reps and customers to send and receive files protected by 256-bit end-to-end Advanced Encryption.
Whiteboard/Laser Collaboration Tools - enables Customer Care reps to draw with a computer pen, highlight and type on your computer screen to show you step-by-step how to resolve your issues as you learn.
Web Page Push - allows for instant remote transfers of Web pages.
Reboot/Reconnect - enables our Customer Care reps to remotely restart your computer and automatically reconnect you to the support session already in progress. Please note: This feature is only available for customers with a
Broadband Internet connection.
Frequently Asked Questions
Question: How does the enhanced chat tool work, and how can I use it?
Answer: To use this feature, simply click your Live Chat Support link in your websites interface (located upper right) in the page selection editor and download the "Citrix" program. Enabling the ChatLink feature will allow a Customer Care rep to view your desktop remotely, and to resolve issues for you while you watch, or to direct you step-by-step how to handle them yourself.Question: How do I know when to use the enhanced chat features?
Answer: At anytime during a 1-800 support call or chat, if you or a rep thinks that it would be helpful to screen-share, either one of you may suggest, and/or initiate, the use of ChatLink whitboard.Question: I have heard that it is dangerous to download from the Internet. Is this plug-in virus-free?
Answer: Yes, this plug-in is safe! We're very concerned about safety, and to ensure that this plug-in is virus-free, we conduct regular virus checks and updates. The warning message that may appear on your screen is simply a default message that your browser displays whenever you attempt to download executable files when your online.Question: When I am using ChatLink who has control over my computer?
Answer: Even though this feature allows a Customer Care rep to control your computer from a remote location, you can override our rep and resume control of your computer at any time by simply moving your mouse, or pausing the session. In other words, you are always in control of your computer.Question: Is it true that my Customer Care rep can see everything on my screen?
Answer: Yes. However, before your Customer Care rep can view your screen, they will first ask for your permission, and we request that you close all documents containing private information. You will be able to watch where they go in real time never leaving your screen.
Question: Can the Customer Care rep look through files on my computer without my knowledge?
Answer: Absolutely not. As mentioned; they can only see what you see together. Support reps can only work with your computer after you explicitly request this service and download the "Citrix" plug-in. Our screen-sharing feature is optional, and can only be initiated with your consent. Furthermore, when you are screen sharing, your rep can only see what you see, or whatever you decide to show him/her on your screen.Question: Can I save the chat dialogs from my session to review later?
Answer: Of course and we invite you to do so. To save your chat dialogs, simply go to the File menu in the Chat box, and select Save Chat Log. After selecting Save Chat Log, a window will appear asking you to designate a location folder to save the file.
By default, the file will be named as "chatlog.txt", but you can rename it whatever you wish. Once you've selected a folder and file name for the dialog click Save to complete the process.
Once a session is saved, you can open the file and print it for easy reference. Saving your Chat dialog periodically throughout your session is a good idea, and ensures that you will always have the most current chat training reference log on file.
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