Introducing The Help Dropdown

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  • Announcement
  • Updated 3 years ago
  • (Edited)
Hello Community,

We are releasing a new feature to Rise Vision! The help dropdown. This change will be gradually rolled out across all of our applications. And once the release is complete we will remove the green chat bubble from the bottom right corner of our apps.

When you open the help dropdown you’ll be presented with a few options: Ask the Community, Priority Support, Send Us a Note, Sign Up for Training and Documentation.

The addition of Priority Support to the help dropdown means that if you are a current subscriber you will no longer have to go to http://support.risevision.com to open a ticket. And if you are considering becoming a subscriber you can now get a 10 day free trial.

The Send Us a Note option will open the chat dialog where you can send us a note with whatever is on your mind and we’ll get back to you within a day or two.

Lastly we have also made a small change to our app launcher. Which makes it easier for you to access our new Displays, Schedules and Editor apps.

Let us know if you have any questions or comments.

Thanks!
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Shea, Official Rep

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Posted 3 years ago

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Mikhail Strubler

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With Send Us a Note being the only free option to contact the support team, this seems like a large step back from the chat bubble. One to two days? The chat bubble would get my questions answered in minutes. We have to pay for customer support now? 
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Shea, Official Rep

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Hi Mikhail,

Support at Rise Vision has always been broken into two parts, paid Priority Support which is the fastest, and free support through the Community. A few months ago we decided to try the chat bubble as an experiment. After running it we found that it was not possible for our team to provide our Priority Support customers with the high level of service we aim for, while also providing chat support to all of our users.

There are now two free options to contact the support team, there is the Community and Send Us a Note. We prefer that our users to ask questions in the Community because it creates a public knowledge base. Where as when we have private conversations the questions and answers aren't shared with everyone which means others cannot provide insight or benefit from that information. 

If you have any questions please let me know.

Thanks!
Shea