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  Post #31 (permalink)   09-13-2009, 01:43 PM
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I think live chat is a nice feature if you are online enough to make it worth it. If your live chat icon is always showing offline I think its a bit of a turn off. Now if you could have the icon only appear when you are online, and nothing there when you aren't online that may be an option. For a one man show though you may be better off with just tickets to start out.

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  Post #32 (permalink)   09-17-2009, 12:06 PM
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Having a live chat as a mode of support indeed helps in pre sales as well as for support issues. If someone is looking for a new host and sees that he/she has more than one avenue to communicate with your company then he/she might be more inclined to purchase an account from you.
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  Post #33 (permalink)   09-18-2009, 04:17 AM
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Hey AbbieRose:
There are many benefits you can get from Live Chat. With Live Chat your customer satisfaction and loyalty will be improved, and your sales also will be increased.

Of course many attentions should be paid on managing Live Chat. I suppose you should have some time to chat with your customers. You can see how many times the customers visit your site and other information of your visitors.


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  Post #34 (permalink)   09-18-2009, 05:53 AM
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Live Chat is very good I think for making a sale or impulse buying, a lot of people for example browsing at say 3pm in the afternoon on a Sunday aren't likely to want technical support, just making queries about products. The same really for late evening type queries.

If you have customers that require after hours support and you're already giving them a service, they will do the professional thing and stick to the ticketing system. I think common sense should dictate that you can't give a total stranger loads of technical support for free when they aren't even your customer. That's abuse of the system as far as I'm concerned and I certainly wouldn't expect it myself. I've never had one of our customers request technical support on live chat and I've been on it at unsociable hours.

If it's involved techincal support issues a ticket should be raised so that it can be prioritised and dealt with in the correct manner then you can start the correct and formal support process over e-mail/telephone.
 
 
 


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  Post #35 (permalink)   12-04-2009, 01:38 PM
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Live chat is not really an alternative to support tickets... but I believe it gives you an advantage since your clients can chat directly to your sales and support and get answers faster.
 
 
 


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  Post #36 (permalink)   12-04-2009, 07:08 PM
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Live chat is for minor problems or new clients wanting information. Ticket support is what clients should use if they have a problem that needs attention as a tech 90% of the time will tell the client to submit a ticket to tracking and security reasons. Ticket support is by far the best thing any company can have.
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  Post #37 (permalink)   12-07-2009, 11:42 AM
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Ticket is the best in my oppinion. First of all you are not under pressure by of the time, you can investigate better, ecc
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  Post #38 (permalink)   12-07-2009, 12:48 PM
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I believe if you had to choose one it would be a ticketing system. This provides a good log of the issues your customers have had and how you resolved them in the past.
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  Post #39 (permalink)   12-12-2009, 12:54 AM
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Good question. We have one and are not on it very often.
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  Post #40 (permalink)   12-13-2009, 12:28 AM
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I've seen Live Chat managed very well by two individuals, playing off of each other. I'm not sure why the two are offered here as an either/or option, as they do not deal with the same problems necessarily.
 
 
 


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  Post #41 (permalink)   12-13-2009, 12:01 PM
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As for livechat i personally think that it is great for presales/sales questions - making good impression on customers. For psychological reasons its better not to use it as technical support - simply becouse people will expect to have answers and problems solved immediately, which sometimes is simply impossible. If sb ever worked on such thing knows what im talking about.
"hello anybody there?....how to do this? guide me! now! hello?!"

For bigger companies its ok, in place where support is divided into layers - sb dont know how to solve problem than it goes to higher, more experienced layer of support
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  Post #42 (permalink)   01-22-2010, 12:49 AM
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Well having a live support chat in your website would be great. In this way, it could help you so that the queries of the customers won't pile up. And just like all the other customers, they would want an immediate answer to their problems/questions.
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  Post #43 (permalink)   01-22-2010, 09:51 AM
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i suggest you to try Kayako ticket system and chat
 
 
 


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  Post #44 (permalink)   01-22-2010, 01:55 PM
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Could your live chat service be outsourced to someone else? Are there companies that not only do this for technical issues but for sales as well?

I suppose you could hire an employee to take care of that as well, if you can afford to do so.
 
 
 


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  Post #45 (permalink)   01-22-2010, 02:09 PM
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The ticket system is a definite must, and regarding the live chat, it just depends on weather you feel it would benefit you and your clients more although it is not a requirement.
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