You should really offer both. Try using WHMCS where its built into your billing system so your not paying for seprate things. I use a combo of Live Chat and Ticket support and they both have their pros and cons.

I completely agree with Kris 1351

In addition if you offer live chat how will u support all of your clients. The ticket system allows for someone to submit their problem at any point in time. With live chat you will have to be logged on at your computer 24/7 (or at least someone) and even if you can do that the bigger you will get, the more chats at one time.

In addition no having ticket support is a major blow in advertising to potential clients. ticket support is basically the defualt bare minimum option that every host has and is in a way a standard.

IMHO, maintaining a ticketing system is more professionally and overall easier to manage. It uses less man power to monitor a ticket queue rather then have someone taking support chats 247.

Also some things cannot be resolved right away or require escalation therefore tickets are more effective imho. Then again, Live Chat is good for sales but support should be ticketed.

Use both, Live chat and Support Ticket system.

Best Live Chat:

1. Live Zilla
2. Kayako(Paid)
3. Live Person

Ticket System:
1. Hesk
2. Inbuilt Billing System Support.

We use Zopim, and we are satisfied with it. Besides their service is affordable and has different packages depending on your business and the number of employees.

I'm not sure if you can handle every support issue via Live Chat alone. For instance, if a problem arises where you need to make server-wide changes, install updates which require 30-50 minutes of work in order to resolve the issue, will you keep the customer on Live Chat all this time?

Also, handling support via tickets has the advantage of working on things with a cool and clear head while with Live Chat, you will be constantly under pressure to reply especially when the client keeps pinging your chat window impatiently waiting for an update.

Perhaps having both options would be a good idea, especially if you have a customer worldwide, most of customers outside US, they prefer ticketing system than using live chat

well for me. iam planning to use LIVE ZILLA

If you can offer live chat 24 hours a day that will be a very good offer to your clients.

Just another advise, if you are online 24hours, using live chat option would be a good idea, but if you are not, then you can combine using ticketing support to serve your clients whenever you are offline

Php live chat is also a good option..

To outsource your support to any company which offer round the clock support is best option, I think.

Hey, not completely on post, but is anyone currently using the WHMCS partnered product of Stardevelop Live Chat?

We would like to know if its any value compared to the other mentioned here in this post?

For a live chat system, check out Liveperson or Zopim.