"Chat with us."

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Alan Boyd
Alan Boyd Member Posts: 1
edited October 2023 in Sales CRM #1

Am I the only one who can't get Pipeline's Chat with us feature to work? That's a bad sign when I first sign up for this service, and their chat help doesn't even work. What the heck?

Answers

  • Sophie
    Sophie Pipedrive Team Posts: 134 PIPEDRIVE TEAM
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    Hi @Alan Boyd,

    We're sorry to hear you're having issues with the chat feature in your account, we do not have any other reports about this feature not working at the moment. I see that you were able to reach out to support via email regarding this and this was suggested, "The chat can be blocked by ad blockers. If you have one running you can allow pipedrive.com then it will work."

    If you are still having issues after trying the suggestion of allowing pipedrive.com by ad blockers, please reply to the email thread and we can continue investigating this with you! Some other suggested troubleshooting steps include-

    • Clear your cache and cookies
    • Try this in an incognito browser
    • Try this in a different browser

    I hope this helps!

  • Stephen Dorling_4110
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    +1 it's an issue for me to - But not on a Private Browsing session. So obviously a cookie issue somewhere.

  • Brand2
    Brand2 Member Posts: 40
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    Same for me too. No way to bypass the bot and haven't been able to get any responses from a real person.

    Consider doing a chargeback if it doesn't work for you as they don't seem to be providing the service they promise which will get you your money back if you used paypal or amex.

  • MC
    MC Member Posts: 70
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    Chat has worked fine for me. I have been getting amazing support throughout our trial. I will say, however, that the bot design is terrible and lacks "Other" options when there's no relevant option being displayed. So the workaround was to click anything, and keep going until you get a human.

  • Brand2
    Brand2 Member Posts: 40
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    I hear you on that but as someone who is commission only, time is critical. Spending 15 minutes to get support costs me upwards of 100 dollars of labor.

  • MC
    MC Member Posts: 70
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    @Brand2 once you get through to a human, you can just reply in that same chat thread for every subsequent matter. I get a response within a minute or two every time. Support standard is terrific in my experience so far. (P.S. And it takes only 30 seconds or so to click through the chat bot options on first pass. Nothing in the process takes 15 minutes.)

  • Brand2
    Brand2 Member Posts: 40
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    Will give this a shot. It did not work the last time I tried and just closed out the chat! Thank You!

  • John McFarland
    John McFarland Member Posts: 1
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    we are trying to create custom reports for our sales force. This is especially critical with where our leads are coming from.

  • Michelle Beaumont
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    Chat isn't working for me and I really need some assistance. I have emailed the support email and just get a response saying it's no longer available and to use the "chat with us" which isn't working!

  • Brand2
    Brand2 Member Posts: 40
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    You create a custom category by going to Company Settings (Top Right Hovering over your username) then Data Fields on the left bar then Create a custom field from there. I have a field that uses the dropdown feature and has the options for referrals entered.

  • Brand2
    Brand2 Member Posts: 40
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    In order to get human support you have to figure out the right chat flow.


    IT depends on what you need. Chat with us, Typing in "Billing", then clicking on "Get More Help", "I need assistance", "Billing and Pricing", "Payment Error" is a flow that works for me!

  • Sophie
    Sophie Pipedrive Team Posts: 134 PIPEDRIVE TEAM
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    Sorry to hear about the difficulty you had! Let me provide some information about this.

    Pipedrive support has a dedicated team of human support professionals to address specific queries that require personal attention like technical issues. At the same time, we also have digital support tools that significantly expedite issue resolution by guiding users to relevant resources and solutions without the need for direct human intervention.

    These digital tools are particularly effective when it comes to activities such as connecting with a sales representative, checking the availability of services, consulting on specific matters, or reporting technical issues directly to our engineering team. Human representatives are available when something is not working - technical issues.

    From what you said, it seems that feedback was given about what is the right selection so you receive assistance - you should look for “something is not working” or “page not working” and these options are available when speaking to the bot.

    I hope this provides some clarity!

  • Brand2
    Brand2 Member Posts: 40
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    Gaslighting at its best.

    No one is interested in paying to work with a "flow" or AI or anything of the likes.

    The solution is simple. Calculate the costs of keeping human support and add that cost to your service. Viola!