Customer Opt out
This new Customer Opt out function is not a bad idea, I just think it needs to be tweaked. Many times customers are opting out and not giving us the experts time to reply. Many times we are looking up information, checking for bulletins or recall information or could be in the middle of typing and the customer opts out. Customers have been opting out with in 1 min to 5 mins. This does not give us the time to respond. Not all Automotive experts are fast typers and it does take time for us to look up information. Allowing customers to opt out at anytime is not fair to the experts time that they are using to look up information. Many times I will be in the middle of typing a long explanation and before pressing enter to share the information, the customer opts out. This is very frustrating to experts.
I think there should be a time limit for the customer to be able to opt out if they are being helped as well as if the expert is typing to give it a chance to reply. It's only fair for the our time that we spend to find information out to share it before the customer can opt out. Another thought is to have a pop up box warning us that the customer wants to opt out and give us a chance to tell them we are replying. Or allow the customer to see we are type with a message down below so they know we are responding ( like some chat programs )
This is a suggestion that I think would benefit experts and customers