May 12: "?" / Chat Support Added To 1-1 Chats on Listener Side
HI everyone!
We have received a lot of feedback from new listeners that they need extra support right off the bat in their first few chats. In order to better support both new and veteran listeners, we are going to be adding the following to 1-1 PMs with members.
The following will only appear in the listener side of the PM.
Under the send button, we will add: "?"
There will be hover text which explains: "Get help about this chat"
When clicked, the listener will be transported to one of the following:
- Listener support chat room
- Teen support (teen listener support room).
Additionally, we will be adding alistener tip after 2 messages from the member "Need help with this chat? click the '?' below the send button"
Our hope is that this small change will help all listeners get more on-demand chat support andbuild connections within the community.
Liking this !!!:D
absolutely!
My first thoughts concerning this are that, aremore chat details going to be shared in these rooms as the listeners think that's exactly where they're getting help, whereas it may be the case that they should contact mentor...?
Maybe when clicking the arrow, it should have a pop-up which says:
If you need some resources, or would like to refer this chat then please ask in chat.
If you need some detailed help with this chat, please ask for a mentor in the chat, and remember not to share chat details.
Then a button to click which transfers you to chat...
Just a thought - otherwise, it'll be interesting to see how this goes!
@Laura, this is such an awesome feature however some people are finding that they are clicking the question markand ending up in Listener Support all confused haha. Could there perhaps be some prompt before it transfers you automatically? So if you click the question mark, it confirms that you want to transfer to Listener Support for chat help. Or something like that :)
@Laura just a quick point sorry if I am being a dampner but there are times when the Listener support room is empty with no activity for 30 mins to an hour .in such cases how will it help ,the listener who is sent to the listener support room?the only solution I can think of is making sure that we have a few peer supporters or mentors in the Listener support room at all hours so maybe creating some sort of schedule that ensures proper coverage ?
Hey Poe! We're actually working on exactly that for Listener Support! As you know we have many new chat room mentors and we're working on full coverage. Rin is doing an amazing job with it.
That's wonderful
i am new to this web site and would like to help others im just not good at putting my name out their.
@Laura, my thoughts are similar to those of @mobbsy! Before I saw this post I clicked on that little ?, out of curiostity and woah!I'm in listener support! I love this idea, but I thinkit needs some work.
I think it would be really helpful to have a little pop-up at least explaining what do to in LS.
"You're about to enter the Listener Support chatroom!
Having trouble with this chat? Ask for help froma mentor. [picture of moderator badge]
Feeling like you need some supportnow this chat is over?Ask for help from a peer supporter. [picture of peer support badge]
Need to refer the chat? Say you're looking to refer a chat and describe what it's about in 5 words or fewer.
No one around? Try the Listener Community Room.
Enter the Listener Support Room [link]"
@Laura - That's a good update but I'll like it to be a bit more robust by adding elements similar to what @EtaAlpha said and somethinglike
1. Overview of the chatroomrules before joining for the first time through the "?" icon as a form of agreement to agree with (should appear upon first use and everytime the rules get updated)
2. Show alternative options ie. encouraging them to check the FAQ for general questions before asking in the chatroom. (Many answers from the questions asked can be found there and it seems to be getting updated)
3. Prompt them of thetype of help they can receive in the chatroom.
4. Make it clear on how to approach a suicidal.
@Flourish! Completely agree, I like the additional things you suggested too!
I think it's a great feature, going to help listeners.
In Listener Support today I noticed so many more new listeners than usual, and it was awesome! We were able to welcome them and support them much more easily. Really happy about this update!
