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‘Experiences’ by Click4Assistance is Positively Received
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23 November 2017

Gemma Baker

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‘Experiences’ by Click4Assistance is Positively Received

So far, 2017 has seen big changes occur at Click4Assistance; our team has worked extremely hard to deliver ‘Experiences’. With many late nights, the new enhanced solution has arrived.


Initial discussions between our developers started the foundation of ‘Experiences’. Our account managers soon joined in providing feedback from our customers to ensure their suggestions had been contemplated.

In March, we introduced the concept of ‘Experience’s’ whilst exhibiting at the B2B Marketing Expo by demonstrating live chat and the dashboard in their early stages. During the two day event, one of our senior account managers, Jill Stephens, held a keynote speaker slot, sharing the Five Essential Steps to Implementing Live Chat Successfully in a B2B environment.

The months following March, our engineers became very familiar with the team at Equinix, where our servers are hosted, having consultations and meetings to discuss the enhanced infrastructure and security surrounding implementing the new servers.

July saw our more powerful rack ready to hold the existing and new servers; we upgraded to ensure the system uptime continues running at our minimum of at least 99%. Relocating the servers to the new rack took two phases; step 1 was a more delicate operation as live customers would be active on the existing servers, therefore to reduce disturbance to these clients, the move was done on a Friday in the dead of night.

Our engineers reported that the actual shutting down of the servers and bringing them back online went very smoothly. The planned four hour outage was reduced to two hours due to their diligence and hard work.

A few weeks later, phase 2 materialised, with the new servers fully loaded with ‘Experiences’ introduced to the rack. As no live customers were at risk with any disruptions, this meant our engineers didn’t have to arrange another moonlit visit.

Now live in the datacentre, our staff members from various departments gave the software the last internal test, ensuring it had Click4Assistance’s seal of approval before introducing Beta testers to the new enhanced solution. Positive and constructive feedback about the new sleeker look and usability of the software shaped the final adjustments.

The first group of existing customers have been receiving unique access dates, and new accounts have been created allowing access to test the solution before deciding whether to migrate from the previous application. Everyone has been keen to move to the live environment as soon as possible after testing!

We are extremely pleased with how the release is going and are remarkably proud of ‘Experiences’ by Click4Assistance. From the ground-breaking Dashboard and the advanced reporting suite, to brand new functionality including AD Integration and Speech-to-Text capabilities, we have been impressed with the response.

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I would like to take the chance to thank our staff involved in the process of turning ‘Experiences’ by Click4Assistance from a specification to a reality especially the development team and engineers. But we would also like to thank our customers for your continued support and your eager enthusiasm about the enhanced solution.

What’s Next?

We will continue to monitor the use of the new solution and feedback received from customers. Our developers will then continue to build on the foundation and introduce enhancements as they are required.

Our marketing and web teams will begin a specification for a website refresh. It is still all go and we look forward to you experiencing the next stages with us.

To keep up to date with the latest updates or to add the best live chat to your website, email theteam@click4assistance.co.uk or give us a call on 01268 524628, for further information.

Author: Gemma Baker
Gemma is the Marketing Executive for UK live chat software provider, Click4Assistance, with a range of digital knowledge within PPC advertising, SEO practices, email campaigns and social media.


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BLOG ARTICLE AUTHOR: GEMMA BAKER

Gemma is a Marketing Executive for UK web chat Provider Click4Assistance, with a range of knowledge in live chat software and customer engagement channels, customer service methods and improving online business.





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