The new feature allows users to chat with ITSC analysts online Monday through Friday, between 7 a.m. and 7 p.m.
In addition to offering a new way to submit requests or request assistance with issues such as configuring wireless connections or trouble accessing GW email, the feature will also allow users to receive a transcript of their chat session via email, so that they can keep the solution on file for future reference.
Solution-transcripts will also be kept on file by the Division of IT.
Following each chat session, users will be asked to complete a customer-satisfaction survey. The Division of IT will review these surveys and assess the functionality and adoption-rate of “Live Chat.”
Currently, one staff member will be available to chat during the designated hours with additionally analysts available for support during hours of high-volume traffic.
To access the “Live Chat” option, users should visit http://itsupport.gwu.edu/ and click on the “Live Chat” tab on the left side of the homepage.
In the future, this service will be accessible from http://it.gwu.edu, http://identity.gwu.edu and other frequently used Division of IT websites.