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  Post #16 (permalink)   12-12-2004, 08:41 PM
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We have been doing Live Chat for quite awhile. I think not being able to answer the question is very lazy. If you can not answer the question for your client, you should alteast make a attempt to find out the answer, whilst learning somthing new in the process. Just my two cents

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  Post #17 (permalink)   12-12-2004, 08:42 PM
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Austin, while I agree with your concept, the entire idea of live chat is to be able to answer the question quickly. This is not always possible.

With live chat quick communication is the key.
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  Post #18 (permalink)   12-12-2004, 08:58 PM
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Yes, I agree, Live Chat is for Fast Communication. Maybe I should have stated my answer a little clearer. I know some questions you will need to look into in depth to figure out the problam, Such as server outages. I understand that a Helpdesk Ticket may be required to give your Technical Representatives time to look into the problam, and fix or come up with the best solution. I was referring to it being Unproffesional if the question was not related to a difficult problam, Such as a Sales Question, or a simple Technical Question. Sorry for the confusion.

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  Post #19 (permalink)   12-12-2004, 09:02 PM
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I agree. I think most simple questions should have a quick answer available.

Especially when you count the fact that many consumers ask the same general questions, only in different phrases or wording.

This is why I think live chat should be used for sales rather than support.
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  Post #20 (permalink)   12-12-2004, 09:04 PM
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Its good to offer Support in Live Help, Even If its just level 1 support. Such as how do set up a email account. Its just going the extra mile to make sure your customer is satisfied. I think doing away with support will only hurt you.

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  Post #21 (permalink)   12-12-2004, 09:08 PM
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Well getting rid of support compared to getting rid of live support chat, is a little different.

Many hosts are very successful without even the thought of live support.

The thing to keep in mind is that the consumer doesn't understand "leveled" or tiered support. All they know is that you are are a tech who works for the company, and they need help...now. When the solution is beyond your scope, that's when you run into the problems as mentioned here.
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  Post #22 (permalink)   12-12-2004, 09:15 PM
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There is many things you can do to find answers. I know that we installed a script that tells us if somthing is wrong with the server such as mysql, smpt being down.This helps us to see the problam quickly, and to get the problam fixed quickly. Also, on most live chat systems, there is the ability to chat with other operators, you can ask them if you do not know, Im sure someone will know the answer to the question. Im just trying to say you can alteast give your best effort to resolve their problam as fast as you can.
 
 
 


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  Post #23 (permalink)   12-12-2004, 09:19 PM
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Quote:
There is many things you can do to find answers. I know that we installed a script that tells us if somthing is wrong with the server such as mysql, smpt being down.This helps us to see the problam quickly, and to get the problam fixed quickly. Also, on most live chat systems, there is the ability to chat with other operators, you can ask them if you do not know, Im sure someone will know the answer to the question. Im just trying to say you can alteast give your best effort to resolve their problam as fast as you can.
I completely agree. The key phrase you used however is "as fast as you can."

The implications made a littler earlier that ALL of your techs should know the answer to ALL aspects of your business, is a complete other story, and a little beyond the scope of a well structured business, as nobody can know everything.
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