The chat auto message wording and notification.

[ZBug]

I've needed to use this a bit lately as people want to know about shipping for Valentine's Day. I know this seems minor but it reads "contact our customer support." The "our", in my opinion, is misleading. It would be better to leave out the our or say "Zazzle's customer support." 

I helps clarify that we are not Zazzle employees by showing we are a separate entity.

--

I also think it's critical that when someone leaves a message for a designer that they are immediately shown they need to turn on email messaging, or given the option to turn it on right there if it is off.

[Cat]

I totally agree about "our" vs. "Zazzle's", although I'm a tad bit (ahem) compulsive about wanting to be as helpful as possible, so I don't use the Zazzle text, I have my own selection of cut and paste answers which make it crystal clear that I'm not Zazzle! 

Your second point, however, is REALLY important IMHO. I frequently get customers contacting me asking me to modify or cancel an existing order. I worry that if I'm not there to reply immediately, they're never going to see my response, and they might just assume it's been dealt with when it hasn't. I know that's sorta on them, but it would be much better if it wasn't left quite so much up to chance. An actual auto-response (something we could customize which would automatically reply immediately upon receipt of the message) would also help. 

[ZBug]

I've had quite a few "chat" replies that have gone unseen (no blue check mark). They may assume they will get an email automatically, but don't know they have to turn it on--and get all the promotional emails as well. That's why I don't get notified. I can't handle the amount of promo email that come through that.

[Pádraig]

Hi @ZBug,

Thanks for sharing your concerns on this with us. I'll happily pass this along to our team for you so they can review it further.

Thanks,

Pádraig 🙂

[anceent1952]

Your second point, however, is REALLY important IMHO. I frequently get customers contacting me asking me to modify or cancel an existing order. I worry that if I'm not there to reply immediately, they're never going to see my response, and they might just assume it's been https://community.zazzle.com/t5/ideas-suggestions/re-the-chat-auto-message-wording-and-notification/... dealt with when it hasn't. I know that's sorta on them, but it would be much better if it wasn't left quite so much up to chance. An actual auto-response (something we could customize which would automatically reply immediately upon receipt of the message) would also help.