Increasing downtime
Is anyone catching the outages of SalesIQ? The past 3 mornings we have seen the live chat stop working without notice. Customers click to start a live chat and the timer counts down to :01 seconds and then nothing. Our agents aren't alerted about a live chat. We first saw this issue on Black Friday, so not sure if ZoHo is not able to scale with the demand of the season.
We contact Support each morning and even getting a response from ZoHo Support takes up to 40 minutes. This is our busiest time of the year and when a critical tool like live chat doesn't work, it results in lost revenue.
Looking for recommendations on:
- Monitoring the system (ZoHo status page hasn't shown an issue when this occurs)
- Root cause analysis
- Getting proactive response/help from ZoHo
- Any troubleshooting ideas for this use case
Thanks!
Topic Participants
Alex.Ross
Sanchita Padhi
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