Summary:
The REVEAL app now features an in-app customer service chat powered by Zendesk, replacing traditional "Call CS" options for more convenient support access. Key benefits include direct support within the app, a persistent chat banner for easy navigation, self-serve options with seamless transition to live agents, and user-controlled session termination. The chat session will close if the app is completely closed. Access points for chat include the Account Settings, Help Screen, and error states. Users can start a chat by tapping the Chat button, interacting with an automated bot, and, if needed, connecting with a live agent for further assistance.
In-App Customer Service Chat
We're excited to offer a significant enhancement to your REVEAL app experience: direct in-app customer service chat capabilities, powered by Zendesk. This new feature replaces traditional "Call CS" options, providing you with more convenient and immediate access to support.
Key Benefits:
- Direct & Convenient Support: Get help directly within the app without needing to make a phone call or leave the app.
- Persistent Conversation: A persistent chat banner allows you to navigate away from the chat to look up information or check pertinent details within the app, and then easily return to your ongoing conversation by clicking the banner.
- Self-Serve First, Agent When Needed: Our smart bot can offer quick answers to common questions. If your issue isn't resolved, you'll be seamlessly transferred to a live agent.
- Control Your Session: You can end the in-app chat session at your convenience.
Important Note: The chat session will close if the REVEAL app is completely closed. You can navigate within the app or even to other phone settings, but avoid closing the app to maintain your chat.
How to Access In-App Chat
You can find the chat entry points in several convenient locations within the REVEAL app:
- Account Settings Screen
- Help Screen
- Directly from an Error State: If a camera is not detected in our system during activation, a chat option will appear.
Starting a Chat Session:
- Tap the Chat button from one of the locations mentioned above.
- You will be prompted with a few questions by our automated bot.
- The bot will attempt to provide immediate assistance.
- After the bot's response, you'll be asked if the information was helpful.
- If you select "No," your chat will then be transferred to a live customer service agent who can provide further assistance.