This channel is managed by the Customer Success team, and is accessible 24/7 at marriott.southpole.com.
Upon launching a conversation, users will receive an instantaneous response from our Chatbot which will draw on the guide as a knowledge base. If the conversation can not be answered within a few interactions, the user has the option to “talk with an agent”.
Our human-response chat SLA is:
- Response within 1 hour (during EU working hours*)
- Aim to resolve conversations within 4 hours, or
- Escalate to an email ticket or development roadmap item if further steps are required.
*Outside of EU working hours, a message is displayed to let users know their message will be answered when the team is back online.