Live Chat Coming to ProActivity

November 13th, 2018

Getting answers to questions should be easy. To help ProActivity users get the support they need, when they need it, Dakota is pleased to announce Live Chat! This new feature will provide users with easy access to information, as well as an efficient means of communication while providing the spontaneity of a phone conversation. Additionally, live chat is precise, making it easier to understand for both the support staff member and the customer.

There are a number of reasons ProActivity users should be excited about Live Chat, including:

• Improved support and assistance. Chat allows for real-time communication between ProActivity users and Dakota’s support staff. Users can get quick answers to questions and links to help find additional resources. Chat also supports image sharing to help the support agents better understand the issue.
• Chat to ticket creation. Our new chat feature provides a written record so if a support item requires escalation, the chat record can be easily converted to a support ticket for faster resolution. The creation of a ticket from a chat triggers an email to the user with the content of the chat session and a ticket number for enhanced ticket tracking.
• Chat is multi-language! Real-time automatic language translation is built into the chat platform. Dakota’s support agents can receive messages in multiple languages and converse with users in their preferred language.

Live chat is available from 8:00 - 5:00 EDT. Outside of supported hours, or if a support team member is not available, users can still use the chat widget to ask a question or report an issue. Messages will be responded to as soon as a support agent becomes available.

This new feature greatly enhances Dakota's ability to provide better service to our customers. To use chat, just click the “Live Chat” icon located under your login name on our menu bar when logged in to ProActivity.