Optional chat preview
We have had some negative reactions to the «preview»-function in the chat window. Turns out our customers aren't too happy about psychic agents.
For now we have solved this issue by adding a text in the chat window: "Please note that in order to provide the best possible service, we can see what you write before you press the send button"
We believe this is not the best way to gain our customers trust, and we are afraid many will avoid chatting because of this.
The best solution would be if this preview-function was optional. We want to be able to turn it off.
I know other chat-programs have this function
Marita Iversen
shared this idea
-
Craig Rairdin
commented
We ignore the customer until they finish. If it looks like they have typed something and simply forgot to press enter, we will ask them if they are finished and remind them they have to press enter before we can see their response. We like the feature in general because it lets us know the customer is still breathing -- just writing a really long response or they are a really slow typist.
-
Anonymous
commented
hi there anon: forget your agent training blabla.
this preview-feature is actually far away from privacy standards in most western countries, therefore tawk should fix this asap - see this ticket with 100votes till now:
https://tawk.uservoice.com/forums/228427-feedback/suggestions/7686564-option-to-hide-the-typing-preview -
Anonymous
commented
Train your agents to not let on that the chat is being seen before they type?
If someone types, and then deletes - dont mention or reference this 'unseen' message
Is they type and you respond too quickly - or are typing as they are... dont do this
All of the problems you mention are resolvable - just by training your agents effecively