Video: How do I engage with IBM Support using Technical Support Chat?
The following transcript is for the How do I engage with IBM® Support using Technical Support Chat?
video, which describes how to engage
with IBM Support using Technical Support Chat. This transcript
is the video storyboard. Audio describes narration and captions. Onscreen Action describes the
content that is shown in the video.
How do I
engage with IBM Support using Technical Support
Chat?
| Scene | Audio | Onscreen Action |
|---|---|---|
| 1 | Question: How do I engage with IBM Support using Technical Support Chat? | Show title, How do I engage with IBM Support using Technical Support Chat?. |
| 2 |
The Chat with IBM Technical Support link is located in the upper right of the IBM Support document when Technical Support Chat is available for the product. |
Show the user where to locate Chat with IBM Technical Support link. |
| 3 |
Simply click here to start a chat session with a Level 2 Support Representative. |
Show the user where they can click to start a chat session. |
| 4 |
To initiate a chat session you will need to provide your IBM id user name and password to log in. Click Sign In. |
Show the user how to log in using their IBM is user name and password. Click Sign In. |
| 5 |
Here you will provide the general topic for your inquiry. You may provide a phone number for a call back, but is not required. Click Submit. |
Show the user where to provide the topic and contact information. Click Submit. |
| 6 |
After providing the topic and the contact information the chat with L2 Support will begin. Once the support individual has joined the chat you may start you conversation. Type your conversation in the bottom Box and hit Enter to send the message |
Show the user how to start a conversation when a L2 Support individual has joined the chat. Type your conversation in the dialog box and press the Enter key to send the message |
| 7 |
Once your question has been answered you may click the |
Show the user how to close out the chat session. |
| 8 |
If you would like copy transaction enter email address here. |
Show user where to enter their email address if they would like a copy of the chat transcript. Click Yes to email the transcript. A confirmation message appears to confirm that the chat transcript was successfully emailed to you. Click OK. |
| 9 |
To end all chat sessions click log out. Confirm logging off of all chat sessions by clicking Ok. |
Show the user how to end all chat sessions and log out. Confirm that you are logged off all chat sessions by clicking Ok. |
| 10 |
Please take a few moments to fill out a short survey so IBM may continuously improve our support offerings. Use this space to provide additional feedback for the IBM Technical Support Chat feature. Finally, click Submit to submit your feedback back to IBM. It really is just that easy to use our technical support chat feature. |
Show the user the short survey that appears when they end their chat session. This survey has multiple choice section and an open space for extra comments. Finally, click Submit to submit your feedback back to IBM. |