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      Direct Connect Chat Support

      Direct Connect is the chat support option available for all Infoplus users.

      Introduction

      We are excited to introduce you to our latest feature, Direct Connect Chat. As of February 1, 2024, we are pleased to offer Direct Connect Chat to all Infoplus clients for free.

      What is Direct Connect Chat?

      Direct Connect Chat is a real-time support feature that enables you to connect with our support team instantly. This means you can get the help you need exactly when you need it, allowing you to resolve your queries efficiently and minimize any potential disruptions to your operations.

      Key Benefits

      • Instant Assistance: With Direct Connect Chat, you can engage with our support team in real-time. Whether you have a quick question or need assistance with a complex issue, our agents are ready to provide prompt solutions.

      • Efficiency and Convenience: No more waiting for email responses or phone calls. Direct Connect Chat streamlines the support process, making it easy for you to get the help you need without delays.

      How to Use Direct Connect Chat

      Using Direct Connect Chat is straightforward:

      1. Accessing Chat: Direct Connect Chat is available through the Infoplus website. You need to be logged into your web browser using the email associated with your Infoplus account. 

        1. Chat is only available on the Ticket Submission page. 
        2. You will see an orange icon in the bottom right-hand corner. When you click on this, the chat box will open. Follow the prompts provided to answer your questions. 


      2. Initiating a Chat: Click on the chat icon, and you'll be connected to our support team. You'll be guided by either automated responses or live support agents, depending on your query.

        1. Chat is available Monday - Friday from 9 am - 5 pm CST

      3. Agent Response: Our support agents aim to respond to new chats within 10 minutes of receiving them. While we strive for quick solutions, please note that complex queries might transition to tickets for further investigation.

      What to Know About Direct Connect Chat

      There are a few parameters around Infoplus' chat support that clients should be aware of, including: 

      • Chat is available from 9 am - 5 pm CST Monday - Friday
      • Agents are committed to responding to any inquiries within 10 minutes of first receiving the chat
      • We do not guarantee an immediate solution to any chat inquiries, but will do our best to provide useful guidance and may take the chat support offline to conduct further research and provide a solution via email 
      • Each client will have two users with access to Direct Connect Chat. If you would like to change who has access, please submit a traditional support ticket requesting the change. 
      • Should you need more users to have chat access, you can add them for $50 per user per month. Just let us know by submitting a support ticket, and we'll make it happen.