Last week, if you needed help from WPML support, you probably noticed a “chat” option. Chats allow WPML support team to resolve problems in a fraction of the time compared to tickets.

When you open a support ticket, you’ll see an option to start a chat.

The chat connects you with one of the supporters in WPML team. We’re very proud to report that many of the support questions that come into our chat are resolved in a few minutes. If we can’t resolve a problem during the chat, we make sure to get all the information that we need, so we can come back with a solution in an email.

When is Chat Support Available?

For chat support to be available, we need to have supporters working. Our entire team works Monday-Friday. We have some supporters on weekend duty, but not all and not all the time.

When we have no supporters for chat, the chat option doesn’t show, but you can still create a ticket.

Give WPML’s Chat Support a Try

We invite you to use the chat support when you need our help. You will reach the same supporters, just a lot faster.

BTW, at the same time we launched chat support for WPML, we also launched chat support for Toolset.

Feedback? Ideas? Suggestions?

Leave your comments and we’ll get back to you.

25 Responses to “Chat Support for WPML”

  1. Chat is a good think. But I’m in France and it’s a bit difficult because of the time difference! I need to know in which city you are, to understand the number of hours that separates us.

    • Hi, I have just tracked down the issue you reported and it’s in our board for being fixed. I am following with the developer and you’ll be updated as soon as we have a fix. I am sure you understand that we can not fix everything at the same speed, issues are prioritized according to how popular and how complex they are to fix.

      • Thanks for your update, much appreciated.

        To keep this relevant in this thread now, heads up that you don’t get buried under tickets that originate from unanswered live chat attempts. I wasn’t aware that opening a chat results in another ticket on the forum if the chat doesn’t get picked up.

  2. Haven’t had a chance to use this yet, but it’s fantastic that you’ve added this, because – as you wrote – problems often need to be solved ‘same day’, not over a number of days of asynchronous back-and-forth with support personnel. Now if only this was also possible with Toolset support…

  3. This is another valuable channel for your team. It woul surely save us some hassel and googling if support would be available right away. Otherwise your support is competent and service-minded. We are satisfied.

  4. Well, I thought I’d give it a try from the old version…

    “No supporters are available to work today on this forum. Feel free to create tickets and we will handle it as soon as we are online. Thank you for your understanding.”

    It’s kinda strange. With the non chat version I suppose I didn’t have any real expectation other than “well, they’ll get back to me when they can”. Whereas with the new chat version (especially using it for the first time) there comes an expectation of instant success or feedback. Strangely feeling disappointed…

    • The reply I received from support was understandable regarding availability of staff, day of the week etc. But perhaps that should have been mentioned in the original announcement (as in a terms and conditions kind of way). That way it lowers the exception that it’s available 24/7 on you’ll get an immediate reply…

  5. Well the proof of the pudding is in the eating.

    The initial annoucement sounded promising. Yesterday i filed a serious issue originating after the last update, making it impossible to edit other languages than the default language in a normal way.

    That was 24 hours ago. Since then i received a message yesterday, saying the support request was not being treated and was to be postponed to today.

    I do understand that not all support requests can be treated on the spot. But this blogpost suggested something that i can not recognize in reality. It also makes me wonder whether all support request are filtered on the impact they have.

        • I see that Vincenzo already replied, asking for a Duplicator package. After you send it to the forum, since this is a blocking issue for you, how about reverting to the previous version of WPML which worked correctly on your site?

  6. Great option!

    I use this with a few other providers and it really helps when the issue at hand is not a bug. Saves lots of time when issues are user related and not a bug, so this is great!

    Thanks!

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