Open Forum

I echo what others have already said. Valerie is helpful if you are new to Cvent or have a basic question, but when I need to reach out to support I have an event specific or complicated question. Valerie has not been helpful with these type of questions. Please bring back the chat feature and make the link to open a case easier to get to.

Please can we have the chat feature back? By the time I contact support, I have already done all the reading and how to's. I now need intervention and help. It is super frustrating not to have the option to contact support. 

There is a place for Val. And yes, I have become wiser in using my why, how, when type questions... but for instance - Val cannot load a new domain. Suppport needs to do it. How do I open a case? It was so easy to open chat and have it done quickly. 

What is happening to the support team? Please dont fire them and replace them with Val? I dont want to pay as much as we do for Cvent so that all our money goes into Val. :( The 24/7 real-person support is what we are here for. 

I can't believe that this has replaced the chat function. It is one of the best features in Cvent and as a System admin it really supports my job to support our users. I just tried Valerie and it just regurgitates an article in a confusing manner. 
The responses don't line up to what you are asking. 

If I am going to Chat to someone, I always look at articles first to see if there is an answer.  I don't need AI to copy and paste it to me in a chat function. This is really disappointing and the communication about this has been lacking.  Raising a case for a 2 second question is going to slow down so much work. 

I asked to Chat to an agent, and it just says no one is available.

Is the support chat gone? I have now opened two cases without getting a response to either, one is over 4 days old now. 

I've just tried 3 times to find an answer to my problem with Valerie, without success. I was just telling the team I work with yesterday about the chat assistance you offer(ed) and how beneficial it was. Little did I know it was going away...

I'm having trouble even finding how to email you to open a ticket. Is that gone, too?

I don't find Valerie useful at all. The chat with live support was the biggest move and greatest add you could have done. It helped solve issues so much quicker, especially on websites when you don't have days to wait for a response. These are errors that the websites are throwing that really can only be assisted by a live person. And the calls are always difficult, whether it be a langauge barrier or time management. I kept boasting about the live chat support and how beneficial it was. I attempted to use Valerie earlier today and she was no help at all. Now I'm waiting hours or days to get help where the live chat was so great and assisted almost immediately. Valerie was unable to connect me via chat with a live agent. Couldn't dislike this more. 

Hi @Julianne Touhy, Good question! The different options to contact us will not go away. All the contact options you're used to can be achieved through Valerie. We updated the above announcement to remove any ambiguity around this concern.

Hello! 

Though I love Valerie, sometimes there are quirks and problems that are in a specific event that are beneficial for live help. The Contact Us is useful for event specific questions, where a live person can access the event I am in and help me work through my very specific question.

How will Valerie be able to answer these very specific questions that involve account access?