The Instant Messaging Service (IMS) takes place over a live chat session. The goal is to help members or visitors easily find information on our website. Think of IMS as a map to information on our website, making it faster than emails or forum posts.
Challenge 1: Time zone difference
Hovatek has a global fan base so its a challenge providing free live chat sessions to members outside our time zone (Lagos, Nigeria GMT+1). Only our Private Support subscribers get support outside our time zone.
Our detailed tutorials and videos (which users can easily follow on their own) help greatly in this area though live chat would’ve been great.
Challenge 2: Repetitive requests
Tutorials are created to avoid having to explain the same thing over and over. Live chat sessions don’t have that kind of luxury; hence the need to automate certain aspects.
Our IMS Chat Bot just might be the answer
The IMS chat bot (bottom-right corner on every page) will be available 24/7 and has been programmed to provide answer to frequently asked questions. As a fall back, chats will be directed to a human Rep. if the bot can’t handle the user’s request.
We’ll keep making the bot more helpful so your feedback will be very much appreciated.