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Hosting Discussion > Operating a Web Hosting Business > Customer Service and Support Issues > What level of Technical support should we provide over LIVE CHAT?
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  Post #16 (permalink)   01-15-2016, 09:45 AM
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Originally Posted by jkateega View Post
I think that every one that offers live support will do the light and non harmful bits even if they were raised by someone that isnt the account owner.
You would be surprised, as I was told a few times "please open a ticket about this to us". Even for basics like I said.
 
 
 


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  Post #17 (permalink)   01-18-2016, 04:10 AM
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Originally Posted by Harv45 View Post
You would be surprised, as I was told a few times "please open a ticket about this to us". Even for basics like I said.
If for example a server is down or compromised, regardless of who raises it I think support should pick it up and go to work immediately
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  Post #18 (permalink)   01-18-2016, 04:46 AM
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Originally Posted by jkateega View Post
If for example a server is down or compromised, regardless of who raises it I think support should pick it up and go to work immediately
This is why any host should have their client management system (WHMCS/Hostbill/CE etc.) on a separate server to that of clients accounts, so if the server goes down then clients can still contact you and visa versa.

the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
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  Post #19 (permalink)   01-18-2016, 11:39 AM
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Originally Posted by easyhostmedia View Post
the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
Now of days emails are just "auto converted" into tickets anyways to avoid these hassles. You could also log the chat into a ticket as as well once it done for "safe" record keeping for good measures as well.
 
 
 


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  Post #20 (permalink)   01-18-2016, 11:45 AM
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Now of days emails are just "auto converted" into tickets anyways to avoid these hassles.
They are not. This is something a host must do from within their hosting management system and Cron. to pipe certain emails to support tickets.

It is better to have a specific email address that will do this, but then even so the ticket generated would not identify the client, so still unknown if it is the client communicating with you.
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  Post #21 (permalink)   01-27-2016, 04:40 PM
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They are not. This is something a host must do from within their hosting management system and Cron. to pipe certain emails to support tickets.

It is better to have a specific email address that will do this, but then even so the ticket generated would not identify the client, so still unknown if it is the client communicating with you.
On top of it, its difficult to assign a chat regardless to whom ever needs to take care of the situation. Ticket allows you to send the exact details to whomever needs them. When I get phone calls from my local clients. I make a ticket for them. So we know the date it occurred what the issue was etc.
You get into to many communication issues otherwise. (example) Lets say I find out a week down the road a repeated issue that seemed to be user related is not. With tickets I can look quickly find similar examples of the same issue and then send it to the appropriate technician.
 
 
 


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  Post #22 (permalink)   02-02-2016, 02:55 AM
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Live chat support is always good to assist clients but only Level1 support should be provided. For Level2 and level3 issues clients should place tickets.
 
 
 


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  Post #23 (permalink)   02-02-2016, 01:00 PM
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Originally Posted by easyhostmedia View Post
This is why any host should have their client management system (WHMCS/Hostbill/CE etc.) on a separate server to that of clients accounts, so if the server goes down then clients can still contact you and visa versa.

the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
True I agree entirely. If you host yourself on the same server with others you will go down with the rest and you will not be reachable.
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  Post #24 (permalink)   02-02-2016, 01:05 PM
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Originally Posted by jkateega View Post
True I agree entirely. If you host yourself on the same server with others you will go down with the rest and you will not be reachable.
I also have all client contact details in a mailchimp account, so even if the server with my site on goes down then i can still go into my mailchimp account and message all clients.
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  Post #25 (permalink)   02-15-2016, 06:07 AM
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Originally Posted by easyhostmedia View Post
the thing with live chat and emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you, so then you are covered for any mishaps like the client saying i never contacted you to do anything related to my account. if its from their client area then they takes responsibility, but with live chat/email they cant as you have no way of saying it was them contacting you
Actually, there are live chat services that allow you to verify your customers without leaving the chat, just by asking them to log in to their account or without a single question if they are already logged in. When set up properly, the agent chat app will immediately show when the user is logged in and even provide the agent with some additional details about the account (literally any information you decide to pass to the app) - customer's contact details, how long they have been your client, any account stats, etc.

Chat transcripts are also trackable, no matter which live chat software you use. All chat providers I know offer this in one way or another.
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  Post #26 (permalink)   02-15-2016, 07:06 AM
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Originally Posted by Irene Rogers View Post
Actually, there are live chat services that allow you to verify your customers without leaving the chat, just by asking them to log in to their account or without a single question if they are already logged in. When set up properly, the agent chat app will immediately show when the user is logged in and even provide the agent with some additional details about the account (literally any information you decide to pass to the app) - customer's contact details, how long they have been your client, any account stats, etc.

Chat transcripts are also trackable, no matter which live chat software you use. All chat providers I know offer this in one way or another.
Live chat is still not a real viable way to provide more than level 1 support. to link to clients accounts you need one that integrates into system like WHMCS, but even the stardevelop one that WHMCS use is not good as the end user cannot request the transcript to be emailed or printed and if they need to provide a screenshot or attachment they cannot do this through the live chat.
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  Post #27 (permalink)   02-15-2016, 11:15 AM
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Originally Posted by easyhostmedia View Post

It is better to have a specific email address that will do this [pipe email into ticket system], but then even so the ticket generated would not identify the client, so still unknown if it is the client communicating with you.
A ticket system integrated with your billing/crm software will identify a client's profile email. If request is from an unknown email you can direct the reply to the proper email/client. Thus if requester is not client, client will tell you "I didn't ask that" or something similar.

Quote:
Originally Posted by easyhostmedia View Post
the thing with....emails is as i stated earlier you have no idea if it is actually the client you are communicating with, so support tickets from their clientarea means they need to be logged in to contact you,
As stated above, an integrated ticket system will match the FROM address with a client's profile email. Client would not need to get onto web, log in, etc

Customer's would prefer using email than the web-based ticket system. My brick and mortar customers verbalize this to me on a constant basis. I am sure your regular ol' hosting customers have the same preferences.
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  Post #28 (permalink)   02-15-2016, 11:33 AM
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Originally Posted by Collabora View Post
A ticket system integrated with your billing/crm software will identify a client's profile email. If request is from an unknown email you can direct the reply to the proper email/client. Thus if requester is not client, client will tell you "I didn't ask that" or something similar.



As stated above, an integrated ticket system will match the FROM address with a client's profile email. Client would not need to get onto web, log in, etc

Customer's would prefer using email than the web-based ticket system. My brick and mortar customers verbalize this to me on a constant basis. I am sure your regular ol' hosting customers have the same preferences.
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The live chats that integrate with WHMCS are useless as they don't give a lot of features.
If a client contacts me via livechat (tawk.to), facebook messenger, email then they must provide a support pin which they get from their clientarea when they login.
They cant even open a support ticket unless they provide the support pin
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  Post #29 (permalink)   02-15-2016, 12:26 PM
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Originally Posted by easyhostmedia View Post
The live chats that integrate with WHMCS are useless as they don't give a lot of features.
But you were also saying the same thing about email support. I was responding to the email functions you described
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  Post #30 (permalink)   02-15-2016, 12:38 PM
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But you were also saying the same thing about email support. I was responding to the email functions you described
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that's why i stated the best option is through a support ticket, as also it is logged the whole ticket on the clients account and within the management system.

live chats and emails dont do this, even the stardevelop live chat WHMCS uses does not log and transcripts into clients accounts as all it does is integrate the coding into your WHMCS installation and it does not allow clients to request an emailed or printed copy of the transcript or allow them to add any screenshots or attachments to a chat.
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