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  Post #16 (permalink)   08-11-2009, 07:49 AM
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Quote:
Originally Posted by handsonhosting View Post
When I was a one man show back in the day, I had live help, but then I was online 18+ hours a day also. Even today, while I have regular staff that man the live help, I still load up my the live help program any time I'm at a computer.

As Steve mentioned, many companies have the chat PROMPT, and we use it too. If a user is 5 minutes on the site, then we prompt to see if we can answer any questions. I don't like the sites that wait 10 seconds, that annoys me, but if you're 5 minutes on the site, likely you're doing some checking and maybe someone can help make it easier.

Live chat does have it's purpose for certain markets, and is a great tool for upselling and prompting purpose, but if you're going to have a button saying ONLINE, be sure you have the time/resources to actaully be online. Don't just have it say ONLINE, then "no representitve available" - I think that's one of the things that annoy me the most. People pretending to be online, and nobody really there!
That was my main factor when I started my web hosting company 11 months ago. I wanted live chat support and it took me like 3-4 months before I could the right web host. A lot of people get into a hurry and forget they are starting a business. I have notice this in forums and on WHT. It amazes me how stupid some questions are because a simple google search and you got your answer
 
 
 


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  Post #17 (permalink)   08-11-2009, 07:52 AM
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As for me I am a one man show as for live chat and support. But I have a friend who got back from cali who is very smart with networks and security. The cool part is he already started his own company and now we both use each other for stuff. It's great.
 
 
 


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  Post #18 (permalink)   08-11-2009, 11:00 AM
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Yes, In this current circumstances customers will be looking around for a host who is providing them 24/7 support mainly through Live chats. This is because in the fast growing environment, they all are looking for speedy resolution. They consider it better and fast method other than ticketing system.

And Off course, they are correct!!!!!
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  Post #19 (permalink)   08-24-2009, 04:45 PM
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Live Chat is mainly used for Sales questions. Our support are usually handled over via support ticket.
 
 
 


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  Post #20 (permalink)   08-24-2009, 05:12 PM
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I like to do Tickets more then Live Support. I don't know why thought my mainly reason is because you have more time and if your not sure you can look it up.
 
 
 


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  Post #21 (permalink)   08-24-2009, 05:28 PM
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I prefer live chat for pre-sales questions and tickets for technical issues simply because I can typically answer pre-sales questions in a flash while technical issues take time to check the account, look into particulars, etc.
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  Post #22 (permalink)   08-25-2009, 10:07 AM
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Live chat is important for pre sales questions or some billing related issues. For some critical issue I would prefer tickets.
 
 
 


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  Post #23 (permalink)   08-27-2009, 10:57 PM
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Both to be honest.
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  Post #24 (permalink)   09-03-2009, 10:52 AM
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Live chat is important. Costumer satisfaction is very important and so is clearing up any issues with them as soon as possible. That's why even if we are a company of 4, we all are involved in live chat support to provide 24 hours live support !!
 
 
 


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  Post #25 (permalink)   09-03-2009, 04:04 PM
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We have both really, and it seems to help. Sometimes people just want a quick question answered and the chat works wonders. Yesterday I had a client who has a Sears Mastercard but even though he moved about 6 months ago and changed his billing addy, for some reason Sears did not accept it (so his payment kept failing). All cleared up now.
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  Post #26 (permalink)   09-08-2009, 01:32 PM
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you should have a live chat button on your website,because you will get benefit if you have livechat.The customers can consult product information and submit issues timely,I believe that it is good for your business.
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  Post #27 (permalink)   09-08-2009, 01:36 PM
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If you put a live chat button on your website make sure its not always offline. =)
 
 
 


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  Post #28 (permalink)   09-11-2009, 01:11 PM
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I have made several sales by having Live Chat. We live in a society that wants their answers now and that is where Live Chat is useful. I only use it for sales, support still needs to submit a ticket.
 
 
 


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  Post #29 (permalink)   09-12-2009, 03:48 AM
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It depends upon the request type, if it is an urgent call, you can always go for the Live chat, or often you can give a call. If you want your answer with a complete elaboration and you can wait for the result, ticket is the best
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  Post #30 (permalink)   09-12-2009, 01:59 PM
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The ticket system is definitely a must, as for the live chat, it's good for answering quick questions. I've used it several times when I needed to ask something that any general support person could have cleared up as it was much more convenient than waiting 24 hours for someone to give me a 2 sentence response. I certainly would make it clear to your customers to rely on the ticket support more though and just to use the live chat for simple requests.
 
 
 
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