What is Support Chat?

NBS are currently trialling a new and innovative way to deliver software support to customers. Support Chat is an online service that connects NBS customers to a member of the NBS Software Support team, via theNBS.com website. Customers can ask for help by typing a query into an instant message box which is instantly sent to NBS Software Support. A member of the NBS Software Support team will promptly reply to the message, providing assistance with the query.

What are the benefits of using Support Chat?

Support Chat is a quick and easy way to contact the NBS Software Support team. As customers are connected live to an NBS Software Support agent, messages are exchanged instantly and queries can be answered immediately.

How does Support Chat work?

Support Chat uses basic JavaScript with Dynamic HTML (DHTML) to transmit messages to and from a chat server. An NBS Software Support agent will be logged on to this server waiting for a message from a connected customer to begin a conversation. Once a customer has connected, the server will relay messages back and forth between the agents’ computer and the customers’ computer.

When is Support Chat available (and what do I do if the service is not available)?

The Support Chat service is available from 9am until 5pm Monday to Friday, excluding bank holidays (the same as the staffed hours of the NBS support desk). Outside of these hours visitors to the Support Chat page will be advised to email support@theNBS.com. The NBS Software Support team will respond to the email as soon as the office reopens.

What do I do if all NBS Software Support agents are busy?

If all agents are busy a message will be displayed asking you to hold for an agent (much the same way as the NBS telephone system). As soon as the next available agent is free you will be prompted to begin to chat.

What are the system requirements to use Support Chat?

Nothing is installed on your machine and you do not need to download any files to use the service. The only requirement is an internet browser. The following browsers are supported: Internet Explorer (v6 and v7), Firefox (v3), Opera (v9) and Safari (v3).

Is Support Chat secure?

Yes - Support Chat uses SSL/TLS security when transmitting and receiving data (this is the same level of security as most online banking systems). A log of all conversations will be kept on record to enable us to monitor the type and frequency of queries being asked. Recording conversations held over Support Chat alongside telephone and email communications also allows us to build up a support history for each customer which can be useful when dealing with new queries.

How long will the Support Chat trial last?

Initially Support Chat will be available for a 6 month trial period. If the service is popular and the feedback that we receive from our customers is good, we will look to make Support Chat a permanent support option for NBS customers.

How can I provide feedback on the Support Chat trial?

Customers who use Support Chat will be invited to complete a quick survey at the end of each chat conversation to express their views on the service. Feedback can also be emailed directly to the NBS Software Support team on the following email address: support@theNBS.com.

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