Get Paid to Participate - up to $1 per post!     Twitter     Facebook     Google+
Hosting Discussion
 

forgot password?



View Poll Results: How many live support chat sessions do you have on average per day?
0-5 17 54.84%
5-10 7 22.58%
10-20 3 9.68%
20-40 1 3.23%
40-70 0 0%
70+ 3 9.68%
Voters: 31. You may not vote on this poll

Reply


Old
  Post #1 (permalink)   12-23-2003, 05:34 PM
HD Newbie
 
Join Date: Nov 2003
Posts: 17

Status: adame is offline
Hello,

I know a few companies who use live support systems. But you wonder, how many people use it. It can be great to have it, but is the customer/guest or client going to use it?

If you are using live support please vote in this poll.

Thanks.
 
 
 


Old
  Post #2 (permalink)   12-27-2003, 08:55 AM
Account Disabled
 
Join Date: Dec 2003
Posts: 89

Status: CS_Jonathan is offline
I work for a company that has a live support feature however not many chat sessions, so many people visit the site however no sessions.
 
 
 


Old
  Post #3 (permalink)   03-14-2004, 07:35 AM
HD Newbie
 
Join Date: Mar 2004
Posts: 21

Status: UltraMatrix is offline
We have a live chat support feature on our website for sales and technical support. We get quite a few chat reqests and people seem to love the feature. I have found that live chat allows you to build a more personal relationship with your clients. We can now also communicate with people instantly, which allows us to answer questions quickly. While live chat support is not a must, it is definately a big plus.
__________________
UltraMatrix.NET [HTalk.NET] Hosting Talk
[msn]-[support@UltraMatrix.net] [aim]-[UltraMatrixNET]
 
 
 


Old
  Post #4 (permalink)   04-20-2004, 06:04 PM
HD Guru
 
Join Date: Apr 2004
Posts: 725

Status: PVT-Jordan is offline
I don't think I will go as far as saying that live chat replaces a phone, but I think that many people opt to go with the convenience of an online solution instead of picking up a phone and waiting for an operator.
__________________
ProVista Technologies
Shared, Dedicated, Virtual, and Exchange Hosting
Effective solutions for growing businesses.
 
 
 


Old
  Post #5 (permalink)   05-09-2004, 04:13 PM
HD Amateur
 
Join Date: Feb 2004
Posts: 53

Status: kris1351 is offline
It is rare we see someone on live chat. Usually it is just pre-sales if anything so we run it.
__________________
Kris Keele
NCServ, LLC.
Collocation, Servers, Web Hosting and Application Hosting
http://www.ncserv.com
 
 
 


Old
  Post #6 (permalink)   05-10-2004, 08:21 AM
HD Amateur
 
Join Date: Sep 2002
Location: UK
Posts: 78

Status: paul-ukwsd is offline
Live chat is used very little by our site visitors, they prefer to submit a ticket.
__________________
Paul Ridge | UK Web.Solutions Direct
Reliable UK Web Hosting since 2001
 
 
 


Old
  Post #7 (permalink)   05-11-2004, 04:44 PM
HD Amateur
 
Join Date: Feb 2004
Location: Tampa Florida
Posts: 55

Status: MadCow is offline
I have found that our message board is used ever less than our ticket system. We did not install a live chat, there are some customers you do not want to talk with forever
__________________
http://www.UdderHosting.com/
sales (at) udderhosting.com
Great Prices, Great Support - Without the bull!
 
 
 


Old
  Post #8 (permalink)   05-18-2004, 12:41 PM
HD Amateur
 
Join Date: Nov 2003
Posts: 78

Status: TheOrbit is offline
We used to run a live chat system, however, nobody ever used it for three months. Everybody seems to prefer a ticket system due to organization and the clients feel that it is much easier for them to look back in case they have similar problems.
 
 
 


Old
  Post #9 (permalink)   08-08-2004, 10:41 AM
HD Newbie
 
Join Date: Aug 2004
Posts: 4

Status: romsourcing is offline
Thank you for sharing your chat support experiences.
We`ve just started a business offering online support.
Maybe we must close our business before is too late.

Regards,
Claudiu
__________________
.:::Romsourcing.com:::. Live customer service for your website!
Real person + immediate answer ..
 
 
 


Old
  Post #10 (permalink)   08-12-2004, 06:56 PM
HD Newbie
 
Join Date: May 2004
Posts: 20

Status: Phat ! is offline
My customer dont really do live chat with me sometime only 1 - 2
__________________
I want a Candy!
 
 
 


Old
  Post #11 (permalink)   09-16-2004, 09:25 PM
HD Amateur
 
Join Date: Sep 2004
Posts: 91

Status: nocturnalhostin is offline
In my case, I've found live support requests to be so rare that I stoped offering them. The only place that I've seen that had a decent use for a live chat feature would be a company like value-web where their sales staff will pop up a window to prospective customers looking at their site automatically - rather than waiting for the customer to click on the support link.

Asside form a sales tool, I've found that most customers like the idea of opening tickets better as it gives them the impression that someone is seriously taking the time to research and respond to their issue (well, providing of course that the answers they receive are what they are looking for).

We actually did a poll for one of our hosting sites with about 200 customers to see if the live chat was a feature they did or did not find helpful - the majority response was that it played no role in their choosing to host with us, wasnt something they would use beyond a quick questions (and such questions were quicker for them to find the answer to in our KB system) - which is why we discontinued the live chat feature.

One hosting provider that has a live chat feature that comes to mind (well, I don't want to mention their name) - but the site is run by only two individuals who spend less than an hour a week actually "logged into" thier live chat system. Since those individuals and I worked at the same day job (about 4 years ago) - a few of the people that worked with us choose to host with us over them for the sole reason that their live help feature was never manned - they felt that it was better not to have a live chat feature than to have one that isn't properly staffed and simply asks people to leave a message...

Hope my input is useful....
__________________
------
Stephen
smartin [at] nocturnalhosting.com
 
 
 


Old
  Post #12 (permalink)   09-17-2004, 09:23 AM
HD Management Staff
 
Artashes's Avatar
 
Join Date: Apr 2003
Posts: 9,720

Status: Artashes is online now
To continue on the overall note, I think that a live chat session would come as a less value to end customers. Knowing that an issue often needs time to resolve, and people expect fast replies using chats, it can eventually keep support professionals unfocused and rushed and customers annoyed.

That's how I see it.
 
 
 


Old
  Post #13 (permalink)   09-18-2004, 04:26 PM
HD Addict
 
Join Date: Jul 2004
Location: Nova Scotia | Canada
Posts: 193

Status: Simon is offline
I would not advise any company to offer live chat for technical support issues.

It's fine when you have ~50 customers, but when you're talking 3, 4, and 5 figures, then it's an impossible model to sustain, and will actually make the company look worse (imagine 50 people, all with a small issue. 50 x 5 minutes = too long a wait for customer #50).


Simon
__________________
EIRCA Internet Solutions - Meeting in the middle.
 
 
 


Old
  Post #14 (permalink)   10-03-2004, 11:23 AM
HD Amateur
 
Join Date: Sep 2004
Posts: 57

Status: wfwh is offline
We use a live help feature on our site, it shows the potential customers that there is someone there live on the other end in case they ever needed help, at least in my opinion. While i do agree that tech support should for the most part be handed in a ticket system, i dont agree that you shouldnt provide live support all together. Some people dont want to call and talk to someone, they would just rather get a quick answer via your website.

As for initiating a conversation when a customer visits our site, we are debating whether or not to start doing that.
__________________
Worry Free Web Hosting
50GB Transfer Space with All New Accounts!
Free Instant Setup! 30 Day Guarantee!
 
 
 


Old
  Post #15 (permalink)   10-05-2004, 03:28 AM
HD Addict
 
Join Date: Jul 2004
Location: Nova Scotia | Canada
Posts: 193

Status: Simon is offline
Without being rude, wfwh, I can guarantee that you will not sustain that mindset, should you start to get a lot of customers.

Live sales, and live support, are different kettles of fish however.

Simon
__________________
EIRCA Internet Solutions - Meeting in the middle.
 
 
 
Reply
Previous Thread Next Thread


Thread Tools

New Post New Post   Old Post Old Post
Posting Rules:
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
vB code is On
Smilies are On
[IMG] code is Off
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On
Sponsored By: