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  Post #1 (permalink)   12-20-2005, 09:01 AM
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I personally think anything with live support is great, but ticketed support is nice for referencing.

What do you guys feel is best?
 
 
 


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  Post #2 (permalink)   12-20-2005, 09:02 AM
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I agree completely. Live support without good history is really a hinderance for record keeping. But I do think that pre sales is a good place for live support as well as premium service.
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  Post #3 (permalink)   12-20-2005, 09:21 AM
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I agree as well. Live support is a big plus in the eyes of many customers, but ticket support is by far the easiest way to keep track of support requests. Perhaps a ticket support system with a guaranteed response time?
 
 
 


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  Post #4 (permalink)   12-20-2005, 09:22 AM
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I think it is great to have both, but ticketed support is almost a must. Live is more convenient, sort of like an extra.
 
 
 


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  Post #5 (permalink)   12-20-2005, 09:37 AM
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I think live support and ticket support both are important bcoz for minor issues live chat is best and for critical issues ticket support is best.
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  Post #6 (permalink)   12-21-2005, 04:04 AM
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Always better if you have more then 1 support system in place..
1. For Regular issues.
2. For urgent issues.

Live Chat and Ticket System is a good combination.
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  Post #7 (permalink)   12-21-2005, 08:30 AM
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I think ticket, phone, and live chat support are all very good. However; we got rid of our live chat system, because it was a waist of time being online doing nothing, we would get about 1-5 clients a week, so we offer 1 hour response time for ticket support. If i were looking for a host, I would say i'd rather have good phone support.
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  Post #8 (permalink)   12-22-2005, 03:43 AM
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3 things..

Phone Support
Live Support
Ticket Support
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  Post #9 (permalink)   12-22-2005, 08:25 AM
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I have to agree with Kyle, but sometimes i think live support is a waist of time.
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  Post #10 (permalink)   12-22-2005, 08:56 AM
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Quote:
Originally Posted by rjnsmith
I have to agree with Kyle, but sometimes i think live support is a waist of time.
and money ...........
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  Post #11 (permalink)   12-22-2005, 10:27 AM
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Generally live support is loved by clients, ticket support is loved by the hosting company (and clients when response time is great), and phone is good all around but harder to get all people to track.

We're getting an additional toll-free number to provide to customers to report emergencies, get critical support, etc. Also, most live chat requests seem to be pre-sales anyway.
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  Post #12 (permalink)   12-22-2005, 12:49 PM
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Well, there are alot of free ones out there, but there probably not all that good.
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  Post #13 (permalink)   12-22-2005, 06:53 PM
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The best type of support is dependable support, with your customers being able to reach you at any time of the day. The methods used do not really matter as long as you can be contacted.
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  Post #14 (permalink)   12-23-2005, 01:06 AM
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I think both Live Support and Ticket system are important. Live Support for urgent issue and Ticket Support for critical and general issue.
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  Post #15 (permalink)   12-23-2005, 08:20 AM
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Actually, i think the oposit... When im on live chat its always "how do i get my password" or i need to make an email account" or always somthing like that, with tickets, those problems are usually bigger.
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