Unauthenticated Web Support: More Help. Fewer Passwords.

Unauthenticated Web Support: More Help. Less Passwords.

Skip the password. Get straight to the support.

Ever been in a crunch and hindered by a forgotten password? For most of us, the answer to that question is a resounding ‘Yes.’ When it comes to getting support on brick-and-mortar technologies that are critical to the operations of a small business, a scenario like this is just unacceptable. Mere seconds of downtime can equate to lost revenue and dissatisfied customers.

We recently revamped our webConnect (website chat support) software and ditched the traditional username and password authentication for a quicker and simpler approach, so our customers never have to worry about stressing over a lost password.

How it works

Previously, webConnect users were required to enter both their username (email address) and password to log in. Now, users need to simply enter their email address initially and then their first name or phone number.

If we don’t find a match in our system with the email address, then the user can seamlessly create a new account at that moment or bypass this process and get straight to the support chat. If we do find a match with the email address provided then the user will simply have to respond with either their first name or phone number, and they will be logged into the webConnect chat with their account.

And what happens if the user incorrectly enters their first name or their phone number? We expected that to happen occasionally, and therefore, we incorporated a fallback for this scenario in which the user can still get into the chat by now entering their password.

Unauthenticated webConnect flow.

Unauthenticated webConnect flow.

 

Member Info Collection Bot

To further build upon this unauthenticated web support feature, we created and deployed a brand new Member Info Collection Bot. This bot lives in the issue chat rooms launched via webConnect and the Connect app and keeps track of what we know and don’t know about a user. Ultimately, it allows Boomtown to collect more and more information about our customers over time that will lead to faster issue resolution in the future.

If the bot realizes that we don’t know an important piece of information such as the user’s phone number or business address, then the bot will passively ask the user for that information at the most opportune time. If the user doesn’t feel like answering, then they can quickly skip this question and move on.

Have you used webConnect or the Connect app to support your customers? If not, we’d love to give you a demo and show you just how much it can improve your support offering. If you have used either of them, we’d much appreciate hearing any feedback you may have.