At Pipe Ten we have been providing instant online browser based live chat to customers since 2004.
After reviewing the feedback in our last customer survey and the transcripts of the last 5 years it was clear that although an exceptionally useful tool for asking quick questions and debugging complex problems, it lacked the security sufficient to provide the same level of service that can be achieved with support tickets.
SuperChat is the clever name we created for our new live chat functionality which now features:
- 100% SSL/HTTPS protection
Communication between your web browser and your technical support operator is secure against snooping or interception.
- Username & Password authentication
Securely pass your account username and password to the technical support operator and this will allow us to provide information about your account or make changes to an account on your behalf (after verifying your identity).
- Improved back end transcript/log handling
Ensuring your technical support operator can see your recent live chat history and better identify any related ongoing issues.
It is very simple to use SuperChat although it is a bit more complicated to explain it. We recommend that customers ‘give it a go’ and refer to this guide if you get stuck. We recommend you start a “Standard” chat with us:
- Visit the main website support page OR our support website.
- Click ‘Chat Live with the Support team’ within the right hand navigation.
- In the resulting pop-up window select SuperChat (disable popup blockers).
- Another pop-up window should open asking for your account details (these should be the account details for whichever domain you need assistance with).
- A unique authorisation code should be shown eg. LCZYDUVA and this should be copied to clipboard (Ctrl+C).
- Clicking the ‘Continue’ button will close the popup window, display an alert and automatically place the AuthKey within the question input.
- Complete your:
1. Name
2. Email
3. Question (leaving the AuthKey somewhere within the text). - Your support operator will now be able to use this AuthKey to authenticate and identify you against the account.
Please note that due to the complexity of the products we offer, we will in some circumstances ask you to submit a support ticket or complete a form (especially with respect to cancellations, server migrations or credit card information).