Clients entering questions via the RefTracker widget

You need to be able to deliver your services online and the RefTracker widget provides two ways you can deliver services to meet that online need:

– In a very obvious way on your web site, offer to provide quick turnaround assistance – via a small “Got a question? – Email us” widget that you can insert directly in your web pages without an iframe, have proactively pop up, or have appear when selected from a button.  The proactive and pop up versions float over the page they are in, and so can be used without leaving the page.  The widget provides an attractive and easy to use invitation to your end users to ask for assistance at the point that they need it, and in attractive ways that will let users know that you are available to help with their online experience.  Used in this way, the widget provides a great alternative to a chat service if you can’t afford the staffing overheads of a chat service!
Use the widget to create a new “Quick assist” service! A widget that appears anywhere/everywhere in your web pages, that offers assistance with a quick response by email. 
– Offer to meet online to provide assistance where it is needed – via the widget or a request form, you can offer to use online meeting applications to provide guided assistance for your users.  Once you have a request in RefTracker (from a form, email or the new widget), you can simply establish a chat session or even a desktop sharing session with that client, by clicking the link to the online messaging product they provide in the Meeting room link field.  Meeting applications like Teams, Skype, Zoom, and GoToMeeting, can be used to start an online chat, phone call or desktop sharing session.  
Use this to create a whole “QuickMeet” service!  An option for end users to request an online desktop sharing session, or just for staff to offer one – integrate your use of Teams Skype, or Zoom to create a fantastic service using these tools.

The RefTracker widget can be inserted in your web pages in a number of ways, for example, embedded in the page.

The client must fill all fields in the form and when they click the button they are shown the question number created.

Other insertion methods are  Pop-up where the widget floats over the page when the sliding button is clicked, and Auto where the widget automatically displays after a preset number of seconds.  A programmer can ever create other methods.

Your System administrator controls the layout of this widget, how it operates in your web pages, and how it will be handled in RefTracker including things like whether a confirmation email is sent when a request arrives this way.

Once a question has arrived in RefTracker from the widget, responding to it is identical to responding to any other question in RefTracker, however it may have been set to have a short Target date, and may have other attributes to emphasise that a quick response is required. Sometimes you will need to change the service required by the client, by changing the request form being used for the question in the Change screen.

To try out the widget for your RefTracker system, go to System>Request form summary>Requester service>Quick Question Widget and then, in the top right corner, select Preview.  Just click that link to the embedded widget test page that appears at the top of the form in that page.  You’ll also find links to the other example widget implementations in the page that displays.  If the widget does not display in that page, you will need to set parameter 9.50 on, and try again. But please see the full widget set up instructions here for setting it up in a secure manner.

Questions you submit using these widget test pages will arrive in your RefTracker system, so this link provides a way to familiarise yourself/your staff with the process before going live with it in your web pages.

For information about using the widget as an end user/client click here.

For full information about how to set up this widget for use in your web pages, click here.