Just set up an e-commerce website for a client. The site had a live chat feature where they have to remain logged into the online dashboard to be able to chat with website visitors. I offered to provide training on how to do this but they were adamant they knew what they were doing. I opened a chat window to test the feature with them, while also on the phone.
Client: I just need to know how to see when someone types in the live chat.
Me: You need to login to your online dashboard.
Client: I am logged in.
Me: Are you sure? My window isn’t saying you’re logged in.
Client: I’m logged in! Here, I’ll show you.
They send a screenshot; sure enough, they’re logged into their account settings but not the dashboard.
Me: Click on Dashboard.
They do so, and in the support window I see a message saying they are online.
Me: Okay, that’s working. Just make sure you’re logged into the dashboard.
Client: So do I have to be logged into this all the time?
Client: So I need two monitors to make this work?
Me: No, you can minimise the dashboard and the chat window and carry on with other things. Just don’t close it or log out.
Client: I just closed it because I needed to Google something. How do I close it without shutting it down?
Me: I quit.