I have always liked ticket support more. You are never waiting in line to speak to someone, and then just hanging on for a response.

^^^ 100% agree ^^^

altho, customers ask if there will ever be live support soon. So i may have to bring it back :-/

True, live support is always for simple things because the issues that need a server admin will have to leave live chat.

Ticket based is also easier to see the history of the problem, and look over it at a later time if a client complains there were dealt with rudely or similar.

Although all the 3 support methods (Live Chat, Phone Support and Ticket/email system)has it own importance in different Eyes. But in Hosting Business one must look for more than one support systems. Because, every client appreciate quick/fast and continuose support as an when required by them.

Live Support - Will sereve to get answers for Pre-Sales question or matters which is very urgent.

Phone Support ? Admired by people for instant problem solving; but not a satisfactory method for Technical Support.

Email/Ticket System - It is a best support system to provide Tech-support and solve descriptive issue. If maintained by the minimum response time.

Although presently most companies are considering Live Chat and Ticket system as effective Support system.

I think ticket support and phone support are the most important..
Ive never really worried about live support as no one used it, and all I got was people using it as a prank and insulting the live support staff who I was paying etc.. so really did not think it was worth it.

if you offer both that is great! live support is great for sales. tickets for support.

- Ticketed Support
- Email Support
- Live Support
- Phone Support

I think Live Support is a must for high sales rates. It surely pays off if you employ a skillful salesperson on Live Support system.

Ticketed Support is perfect for Technical Support as it facilitates clients' tracking of their questions.

Phone Support is good for sales and technical support, but it should be kept within business hours to avoid too much personnel costs.

Both options are important. Live support is good for solving customer problem instantly, while ticket support gives detailed solution for problem.

I think ticket system is a must, as live support personnel can not solve complex server-based problems. You will be needing experienced technicians.

Phone Support. Gets you in touch with your customers, allows them to have a sense of being in the right hands per say, and can be taken care of relatively quickly, you can answer the phone, get their information, and the problem they are having, and call them back if need be. I think Phone Support mixed with a nice helpdesk will be perfect. LiveHelp is okay, but it is a waste of time and money as some others have pointed out in this thread.

Ticket support and live support are equally important. Live support can help clients instantaneously. Ticket support can be useful if clients need long and detailed explanation.

I think phone support is great for sales bcoz we talk live to the customers and in this the chances of conversion are also high and combination of ticket and chat is good for support.