Nothing about the UI of tickets was cleaned up though. It still forces me to open in another window. It still forces fields to be populated as who I am signed in as (my business partner and I manage accounts for our customers, so the logs all now show as our client instead of us talking to support). On top of all of this, it still gives no indication of how long my wait will be.

It is insane that you have tagged this as fixed, and still a huge step backward in functionality. On top of that, the solution put forward by Mayra that I can close my chat window and then click livechat again it re-opens in the original system- definitely doesn't work. It makes me fill out a new form and loses my chat.

Can we just go back to the old system where had a functional in window chat that allowed me to be authorized to the account without forcing me use to use my clients name and email?

I'd noticed improvements along the way and stability has greatly improved. Thanks!

Hello Mark,

Thank you so much for reaching out to us. We are very sorry to hear that you had such a long wait time. This is not our normal practice and we strive on meeting our SLA response times. You can also request 10x credit for your wait time in the ticket.

We were able to find your account and we see that the issue was resolved during the chat. We are working to reduce wait times by accelerating our hiring program and we think that you'll see improvements in 2018. Please let us know if there is anything else we can do for you.

Thanks,
The Liquid Web Team

After they answer it takes years for them to address the query... I have been staring at the response "I will check, just a moment" for 15mins. I am preparing to build a life around my screen and raise my children all the while never leaving my desk in the off chance they answer.

We are excited to announce that we have made an improvement to our chat system last night based on the feedback we have been receiving from our users.

When starting a chat session it will open in a new window. If you lose the chat window, upon clicking chat again it will bring your original chat box forward versus disconnecting and starting a new chat.

Please let us know if anyone is still experiencing any issues.


We thank you for your feedback!

I know you are going through transition to new system and get it!. Here is some feedback from another frustrated user.

Overall, I used to tell people the LW had the best customer service of any organization I've worked with. It was excellent 95% of the time. And virtually always quick. Now it is a big pain. Long waits, frustrating disconnects. Here are some specifics:

Waits are consistently much longer for live chat help.

It is WAY too easy to wipe out your chat session. If you click on the chat window in the wrong place, the chat disappears. This is beyond annoying if you are 1) in the middle of a chat that you've waited a long time for or 2) if you have been waiting in the queue for a long period of time.
If you are in the middle of a chat and you wipe out the window, the rep should make an effort to re-establish the conversation. They have your email address, your name and your account info. This should be an obvious step to take.

The queue used to have information about the wait. This was an excellent feature. With information 1) it is easier to wait because your expectations are set and 2) you can decide whether is it worth waiting or not...sometimes it is better to come back later.

The old system had a nice loud chime when a response came back. It made it easy to turn your attention to another task while waiting, confident that you would know when to turn your attention back. The new system has a quiet, unpleasant "blat". It is easy to miss and then you can lose your chat while you think you are still waiting for response.

Feedback used to offer a range of levels of feedback and now is simply good or bad. Frustrating when you feel (as I do a lot lately) that the support rep was good or excellent, but that the system is terrible.

Chat is now in a separate browser window, meaning that you have to switch back and forth from whatever else you are looking at ...for example, if the rep is stepping you through something on cPanel or elsewhere that you already had open. Old system left you in the same browser window. Much preferred it that way.

Wait times are terrible...but I assume that will improve as you get the new system and workflows in control.

Finally...on the positive side, I really like that chats are now archived so you can go back to consult them or share them with a team member later. I user to copy and paste my chats into Word documents for later access. This is much better.

Over the past years, LW has built up a lot of good cred with us...We've loved working with you. So we will be patient with this transistion...but please get it fixed soon. It is really unpleasant right now for customers.

It is such a step back. Not only that, I have used my email on 3 different accounts that I consult on. I got 3 separate emails about the update to "consolidate" and "streamline". Make sure you have a unique email on you lists, and give us back the in window chat please.

Agreed. I waited close to 30 minutes for chat support yesterday. If it wasn't an emergency, I would have just opened a ticket, but that's easily a 12 hour wait.

Thank you for your feedback. We have recently implemented a new internal system change which will enhance our customers experience. We know change can take some time getting used to, however, the change was made with our customers in mind. Thank you for the suggestion on the indicator. This is something we are working diligently to get turned on.