Swifty AI Helpbar contact form removal
rasa.jurkute
We've noticed that the Swifty AI Helpbar currently offers a contact form when it can't find any matching answers to user queries. While this might seem helpful, in our case, it leads to customer responses being collected in an unmonitored inbox, which ultimately increases customer frustration due to lack of follow-up.
To improve the customer experience, we suggest removing the contact form option from the Helpbar. This would encourage users to seek support through our actively monitored channels, ensuring their inquiries are addressed promptly and efficiently.
Alternatively, if removing the form isn't feasible, we recommend exploring options to integrate the Helpbar's contact form with our existing support system or to establish a clear process for monitoring and responding to submissions from this channel.
Andrea Harvey
This form is also extremely problematic for us since all support requests are filtered through our Salesforce and matched to customers based on the sender's email. With these requests coming from a Helpjuice email address, we would have to create a Salesforce integration to scrape the email to identify the actual customer's email address. I asked about Helpjuice customization to just tell the user to email our support team and was told it wasn't possible to have it customized. Now we are stuck with a form that can't be used but that can't be removed.