Discussion Forums - Questions about PaperBackSwap Questions about PaperBackSwap

Topic: live help

Club rule - Please, if you cannot be courteous and respectful, do not post in this forum.
  Unlock Forum posting with Annual Membership.
Subject: live help
Date Posted: 10/4/2010 9:14 PM ET
Member Since: 4/27/2006
Posts: 4,992
Back To Top

How does it work? I have pm'ed tonight the person first in line, got a reply, reply and never heard back, went to next person, pm'ed never heard back, 2 hours later went to next person and haven't heard back in 15 minutes. Is someone supposed to be online?

Date Posted: 10/4/2010 9:17 PM ET
Member Since: 6/29/2007
Posts: 17,156
Back To Top

We are online, but also have real lives that sometimes take us away from the computer in the middle of answering.  I apologize that you haven't gotten the answer you need.  I'm not officially on duty, but I will try to help out if I can.  Although I plan to head to bed in the next 45 minutes.

Date Posted: 10/4/2010 9:19 PM ET
Member Since: 4/27/2006
Posts: 4,992
Back To Top

No, I waqs just wondering if PBS was experiencing a pm problem. See my new topic on WL resorting thansk

Date Posted: 10/4/2010 9:56 PM ET
Member Since: 8/16/2007
Posts: 15,194
Back To Top

Unfortunately with Live Help your PM goes to one member and that is the only one that will see it. We all try hard to answer questions as quickly as possible, but sometimes we will get one right as we are needing to leave the site, or after we have already left since the site will leave us looking active until the site refreshes again. Its not a perfect system, but  it is a volunteer system so we do what we can. 

You can tell if the other member has read a PM by going to your PM tab and then to the From Me list. Click on the Unread button and any PMs that have not been read will have a checkmark after them. If you PM to a TG hasn't been acknowledged after a half hour go ahead an send it to another. Even if a TG is busy, they should at least acknowledge it within a half hour if they are online.

Date Posted: 10/4/2010 11:43 PM ET
Member Since: 2/20/2008
Posts: 1,658
Back To Top

I thought live help worked like a chat room type thing instead of PM's?  I've never had to use it so I'm not sure.  I went in there once just to see what it was and it looked like a chat room type deal to me.  I thought it was pretty cool since there were several people in there at the time.  I guess it could have changed, but if it's through PMs only they should probably take out the "live" in live help JMO

ETA: Nevermind, I just went and looked and I've never seen that before.  Maybe the other thing was somewhere else.  I think I need to go to sleep lol



Last Edited on: 10/4/10 11:45 PM ET - Total times edited: 1
Date Posted: 10/5/2010 12:07 AM ET
Member Since: 7/28/2006
Posts: 4,982
Back To Top

Some of the Tour Guides do hang out in the chat rooms for the purpose of answering questions.  So perhaps that's what you had in mind? 

On the other hand, i can understand sleep deprivation. wink

Date Posted: 10/5/2010 8:29 AM ET
Member Since: 4/23/2007
Posts: 9,515
Back To Top

ALso there is some kind of log-off delay so if you send a question right after one of us has logged off, we won't see it til we are logged back on again.

Date Posted: 10/5/2010 9:40 AM ET
Member Since: 7/12/2010
Posts: 4,177
Back To Top

I've never used the service, but I too figured "Live" meant you actually are in a "chat" set-up.

-RD

Date Posted: 10/5/2010 10:47 AM ET
Member Since: 2/5/2007
Posts: 30,800
Back To Top

The chat room and live help are two different things.

LIVE does not mean chat - it means the person is or was just online and the information is sent to us via PM.  Most of the time we get to those questions quickly.  Sometimes - as others explain, it's not so easy.  Please realize that ALL live help are volunteers who are doing the best they can with the system that we have.  We love to help others or we wouldn't be there.

Date Posted: 10/5/2010 12:42 PM ET
Member Since: 7/12/2010
Posts: 4,177
Back To Top

No disrespect was meant to the wonderful volunteers who handle the bulk of the questions around here. yes

I just mentioned the "Live" tag as one that may be confusing for some, thinking they will be chatting with someone who can help.  Other sites that offer "Live" Help actually have a body on a keyboard ready to respond right away in a chat like application. Someone here expecting the same type of set-up most likely didn't read the Header on the Live Help page, where the process is clearly spelled out.

-RD

Date Posted: 10/5/2010 1:00 PM ET
Member Since: 8/16/2007
Posts: 15,194
Back To Top

Most of us agree wholeheartedly with you Robcheeky and wish they'd change the name to more accurately reflect that it is volunteers who will answer their PMs as quickly as possible. 

Date Posted: 10/5/2010 1:16 PM ET
Member Since: 8/26/2006
Posts: 9,336
Back To Top

Yes, I'd like to see it called something else.  We try to answer quickly, but it can easily take 10 or 15 minutes.  I'm often answering another LH question when a second one comes in.  So by the time I get to the second one, and perhaps pull up a help doc or two, click on my "wish list" if the question is about a wish list so that I am looking at the same thing being described, and reread to be sure what I've written makes sense, well, it's not live.

And that doesn't take into account the time recently when I fell asleep in front of the TV, and didn't respond for an hour.  (Sigh.)

Date Posted: 10/5/2010 1:46 PM ET
Member Since: 1/1/2009
Posts: 1,924
Back To Top

Rob, I think you said it more clearly than I could. I also wish it was more clear!

Date Posted: 10/5/2010 1:52 PM ET
Member Since: 2/28/2007
Posts: 2,164
Back To Top

I also really, really wish they would rename Live Help.  I know that members expect that we are going to do a chat with them, as that's what happens on every other site with Live Help.  So many times I will get a message sent to me after I have logged off (they were probably in the process of writing it as I logged off) and I always feel so bad about it because often I don't see the message until hours later.

Sianeka - ,
Date Posted: 10/5/2010 2:11 PM ET
Member Since: 2/8/2007
Posts: 6,630
Back To Top

Yes, Live Help does not mean that it is an immediate interactive conversation, that's the Chat Room for anyone that wants this type of response.

Live Help is "Live" only in that a living, breathing person will respond instead of some automated form letter.  But, as everyone else has noted, we can't always respond right away.  Although we do try!

I also wish they'd rename it so it wasn't so confusing to people!  Tour Guide Help or some such new name, that doesn't imply that someone will be interacting with you in a chat-room style format.

Date Posted: 10/6/2010 12:50 AM ET
Member Since: 2/20/2008
Posts: 1,658
Back To Top

I think I figured out why I was confused.  "live chat" and "live help" are two different things.  Duh!  See, I knew I needed sleep.laugh  Anyway, is live chat for help also or is it just like a regular chat room?  I haven't needed it, and hopefully won't but it'd be nice to know just in case

Date Posted: 10/6/2010 1:04 AM ET
Member Since: 8/16/2007
Posts: 15,194
Back To Top

Live chat is just like a regular chat room. Often times there are TGs hanging out in there (braver souls that I) that can provide chat style help.

Date Posted: 10/6/2010 9:51 AM ET
Member Since: 4/7/2008
Posts: 15,690
Back To Top

Well, now is the time for all of you to help us poor TGs and suggest the Team to change the name of 'Live Help' to something else. :)

 

 

Date Posted: 10/11/2010 4:41 AM ET
Member Since: 11/14/2005
Posts: 6,421
Back To Top

Yes, please send in feedback to PBS letting them know that you find the name of Live Help confusing, since it isn't live when you first send in your question. It isn't live until someone answers your PM. This isn't live, it is delayed help, or something, I"m not sure what, but it isn't live. They really need to chang the name to something besides "LIVE" when it really isn't. I love helping people out, but find it extremely frustrating when we have members that ask more than one TG for an answer to their question because the first one didn't answer them within the first 15 min. It would be nice if they somehow figured out a way for us to see when the question is asked, immediately, so that we can get to it, or so that the member can see that the TG that they send their initial response to isn't actually sitting at their keyboard.

Please let PBS know that this is frustrating to you as a member, and hope that they would find some kind of resolution to the situation soon.

Date Posted: 10/11/2010 6:57 AM ET
Member Since: 2/25/2010
Posts: 388
Back To Top

I sent a PM to a tour guide and never heard from them.  I just read a post here that said to check our archives and see if there was a check next to it, indicating that it wasn't read.  I did that.  There was no check.  I opened it up and took a look to make sure that it was the right one.  It was but it disappeared when I went back to the list.  It's nowhere to be seen.  Glitch?  This is very strange.  It was there and now it's not.  Twilight Zone!!

Date Posted: 10/14/2010 6:11 PM ET
Member Since: 11/6/2008
Posts: 627
Back To Top

i am one of those TG's  who live in the chatroom.. and there are several others of us who like the chatroom. so we are always in and ready however most of us start dropping off around midnight or so... my time (im in virignia) so there might be more who are on a little later but im not sure lol. you are always free to come ask us in longue a is usually where we are

Date Posted: 10/15/2010 8:50 AM ET
Member Since: 3/24/2008
Posts: 1,488
Back To Top

I too prefer the Live Chat rooms for helping members and am in Lounge A probably far more often than I should be.  I prefer live chat for exactly the reasons stated so eloquently here.  A member can immediately provide me with any further information, copy credit registry information into a private box in the chat room, and immediately get the help he or she needs.  I too try very hard to answer PMs as well, but they are less satisfactory to me as a TG than live chat is.  Members want their answers now and I want them to have their answers now.  That is easy in live chat, but tedious and fraught with delays in the PM situation.

Please do suggest to the Team that the name be changed.  I don't see that anyone else told you how and you might already know how, but I'm an information provider so I'm determined to provide it! LOL  Go to the Company heading at the bottom right side of the page. Click on Contact Us, and then click on Send Us Feedback.  That will open a PM box to the PBS Team. 

Jade