Chat Tutorial
Thank you for your interest in learning more about chatting with Gateway
support. It is our hope that the following FAQ's (Frequently Asked Questions)
will answer your questions about this service. We look forward to chatting with you!
We have two different chat services available, each service is staffed by
real people who are trained in their respective areas to help you online:
Chat with a Tech Service can help you resolve your technical
issues online through an interactive chat session with a live Gateway
technical support expert. The Chat with a Tech Service is
available 24 hours a day, 7 days a week.
Chat with Customer Service can help you resolve your non-technical
issues through an interactive chat session with a live Gateway Customer
Service agent. Chat with Customer Service is available from 6:00 A.M. to 10:00 P.M.
Central time 7 days a week.
The Chat Services are available for anyone to use. If you are very
experienced at finding information on our Web site, you may not need their help,
however, they might be able to help you find information you were not able to
locate on your own. If you are not a Gateway customer at this time,
we will still be happy to assist you in locating information on our technical
support site. If the information cannot be found or the question cannot be
answered online, we may refer you to another service or area for further
assistance.
The Chat Assistant reviews the question that you have typed in the designated
question box and will respond by 'pushing' the information that best answers
your question in the screen to the left of the chat area. They will 'chat' with
you on the right hand side of the screen. A complete transcript of your session,
as well as any of the links that were pushed to you by the Chat Assistant,
will be emailed to you after your chat session is concluded. This means you do
not have to print out the information during the chat session; you will be able
to check your email and print at your convenience.
Yes, the Chat Agents are real people who know how to find information and
assist you in your support needs.
We want to make sure that the products being recommended are the right ones
for your needs. Our sales team has the best experience in handling questions
about product recommendations. The Gateway Chat Assistants can help you get in touch with them.
Our Chat with Tech service agents will try to provide you with the information
you need to answer "Tutorial" questions. If they are not able to answer your tutorial (How-To) question, they will be able to refer you to the area or department who can. The Chat with Customer Service agents are not trained in answering technical issues and probably would not be the best resource for answering how-to questions.
If you are not a Gateway customer at this time, we will still be happy to assist you in locating information on our
technical support site.
Once you have completed your session with the Chat Assistant,
you will be presented with the option of taking a survey. This survey will
appear in a separate window, so you don't have to worry about losing your place.
You may return to your previous browser screen after completing the survey.
- Type in your question in the designated question box
- If you are a first time user of the Chat services, you will need to
register as a customer or a non Gateway customer.
- Select "Yes or No" underneath the question field and click on
"Chat with a Chat Assistant"
- Complete all fields on the registration form. You should only have to
complete this information once unless your information has changed.
- After completing the form, click on "Chat with a Chat Assistant".
- Sit back, relax and let the Chat agents assist you!
- Links for the various services can be found at the top of this page. Click here to go back to the top.
