Doesn't appear as an option now on the website
Solved
Has Live chat now been turned off?
+2- Contributor
Best answer by nampreetatsafe
Hi @alsherren: The live chat widget has been removed. The purpose of this change is to direct our customers to resources where we can ensure that they are getting the best help possible for their questions:
- Our Support Team lives right here in the FME Community. With over 20,000 global FME users, as well as Safe Software technical experts, the FME Community can provide quality answers to questions that you ask.
- If our published resources and community forums don't answer your questions, you may submit a case form with your specific issue. Each case is assigned to a dedicated technical support specialist with the right expertise to help.
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It may be an old question, an answered question, an implemented idea, or a notification-only post.
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For follow-up or related questions, please post a new question or idea.
If there is a genuine update to be made, please contact us and request that the post is reopened.
+13- Safer
- Best Answer
Hi @alsherren: The live chat widget has been removed. The purpose of this change is to direct our customers to resources where we can ensure that they are getting the best help possible for their questions:
- Our Support Team lives right here in the FME Community. With over 20,000 global FME users, as well as Safe Software technical experts, the FME Community can provide quality answers to questions that you ask.
- If our published resources and community forums don't answer your questions, you may submit a case form with your specific issue. Each case is assigned to a dedicated technical support specialist with the right expertise to help.
Hi @nampreetatsafe :(-we love the live chat support. I many times don't know what to look for specific case. For example don't know what transformer to use. live chat help me to use the right transformer in short time
The live chat was exceptional and very efficient. It set SAFE software apart. . It's very unfortunate you took it down. Just my two cents.
+11- Contributor
I agree with ihab ! Live Chat for quick simple fixes was amazing, and was one of the first things I'd mention when telling others how incredible Safe Software was compared to other organizations.
Live chat was really great. Now we have to submit tickets and wait for someone to call us and eventually help. Then will be charged for support time. It is all about money.
+13- Safer
Thanks for your feedback! I wanted to clarify that seeking support from Safe Software doesn't involve any additional charges. Support is included as part of the annual maintenance on FME licenses.
+2- Contributor
I would argue that the FME Community is not as as efficient at finding an answer as live chat was.. Firstly, you have to ascertain where your question would 'sit'/'live', i.e what category, and then after checking answers, create a new question if it hasn't been asked. With Live chat, I could generally get a suitable answer within minutes, whereas engaging in a Community Question post could involve message tennis over multiple days. Obviously a support ticket would also be measured over days not minutes..
I appreciate that it may not have been commercially viable to have experts permanently "on call", but I think it's disingenuous to say the live chat method was more efficient for customers than the Q&A forum was.
+23- Enthusiast
truly sad that this feature is gone. For quick questions, this really was the best way to get an answer.
Please bring this back 🙏 . As @raymondbrunner and @knfme2019 mentioned, it is the best tool and what sets Safe apart from other software. Also shoutout to the Safers that have helped me on live chat for the past 8 years. @xiaomengatsafe @richardatsafe @steveatsafe @nampreetatsafe @lauraatsafe @jen (you will be missed in the FME world)
