Tuesday, September 23, 2014

Please Dont Chat

I am certain the higher ups in FamilySearch won't like this post, but what the heck, I have only two weeks left on this mission.

I serve in the support zone. We handle hundreds of calls a day in chat, email, and phone calls. This is a great service and one that is quite enjoyable. It is extremely rewarding realizing  that by helping someone when they are blocked or stumped helps keep them going with this great work.

I say please don't chat for a couple of reasons. 1- It is so hard to understand the issues. 2- It takes so much time per case.

I can understand not wanting to increase a phone bill, but often we could make the call back to you.

The issues are so much clearer to understand, so much easier and quicker to sort out  when done by phone. I have had chats go over two hours without resolution. It must be trying for a patron to suffer through that much time.

In the cases where I take an email I most often call the person back. I am not saying don't email, but if I get the case, expect me to call you. I want to make sure I understand the problem and that you understand how to solve it.

In all cases  we are not trying to do your solution, but teach you how to solve it yourself. It's the old teach a man how to fish concept.

Currently there are over 500 people answering questions at home, about 10 part time church service missionaries here in Salt Lake City, and about 10 full time missionaries offering this world wide patron support. To top it off there are a few full time employees making it happen.

It is such a joy to have someone thank us for what the Church is doing to support family history. Those thanks come from everywhere and come often.

In the end chat if you must, but I recommend a phone call connection to be better.

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