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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 #31 (permalink)   02-15-2016, 11:52 AM
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Quote:
Originally Posted by easyhostmedia View Post
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.
I agree with you that the best way to offer support is through support ticket system. Emails are hard to collorate in cases of a prolonged problem that needs a history. The same is true of live chat
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  Post #32 (permalink)   02-16-2016, 11:30 PM
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With online chat - basic support only. It is not possible to provide good quality support and chat at the same time. Ticket system is a must.
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  Post #33 (permalink)   02-17-2016, 11:58 AM
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I hear most of you saying, teach your clients to use tickets. How do you handle clients who put ticket link into live chat, in order to get a faster respond?
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  Post #34 (permalink)   02-17-2016, 03:06 PM
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This depends on who is handling live chat. If it's the sales department, do you want them handling tech support questions or do you want a tech answering them?
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  Post #35 (permalink)   02-20-2016, 08:25 AM
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We generally only supply Level one support over chat and phone. Anything that requires divulging account information or modifying an account has to be handled in tickets.
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  Post #36 (permalink)   02-23-2016, 03:59 AM
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Live chat is useful for sales/billing queries and emergency support issues.
 
 
 


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  Post #37 (permalink)   03-22-2016, 06:21 PM
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Quote:
Originally Posted by zomex View Post
Good question.

I've had quite a few issues recently with providing too high level support requests over live chat. I think when it becomes as serious as needing to login to a website to check it should be done via tickets (for security reasons also).
agree with you , and don't forget to add there some spammer will make you waste time
 
 
 


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  Post #38 (permalink)   03-23-2016, 03:57 PM
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Originally Posted by diggdigital View Post
I am trying to formulate set of questions ONLY to be answered over a live chat for the team!
This should be the right way to do it. As for us we only answer questions regarding cPanel/PHP features or something that is an inquiry. If something requires a tech to look into their hosting/website, we ask them to open a ticket.
 
 
 


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  Post #39 (permalink)   03-28-2016, 01:26 PM
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Basic support or support issues that can be managed easily via control panel can be resolved in live chat support.
For critical issues where you need more time for the investigation ticket system is always recommended.
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  Post #40 (permalink)   04-01-2016, 08:39 AM
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I would agree that only basic support should be provided with live support,remaining should be forwarded by ticket system.
We usually provide sales support .
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  Post #41 (permalink)   04-03-2016, 07:31 AM
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Hi,
If you have many frequently asked questions you can always create a FAQ section on you website. It will definitely save your time.
Cheers,
Adam


MOD NOTE: Post edited.
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  Post #42 (permalink)   04-03-2016, 11:57 PM
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I know some customers, who buy hosting from the companies, who is offering chat support on website.

I think chat support is good option. Company can make a policy, what can be discussed over chat.

Quote:
Originally Posted by cheapdedicated View Post
Its good to offer live support BUT it tends to come with alot of time loss. I would start by making sure the email support is quicker and my knowledge base is very comprehensive.
 
 
 


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  Post #43 (permalink)   04-04-2016, 12:28 AM
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That's a good question for sure,Depending on the issue that is going on.How I do it is if it is a easy fix then I go ahead and do it,If I can see that it is going to take me some time let say for example 2-3 hours to fix the issue,I let the customer now that this is an issue that our tier 2 tech support team needs to handle and to submit a ticket to them.
 
 
 


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  Post #44 (permalink)   04-05-2016, 08:19 AM
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Utilize the highest level of support agents that you are able to.

Yes you may have a to deal with some lower level questions from time to time but, In the end, you have the issues resolved faster, less escalation to other departments and customer satisfaction rating will be higher.
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  Post #45 (permalink)   04-05-2016, 08:25 AM
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Complex issues which takes time can not be sorted out on live chat when customer is continuously buzzing. In that case ticket is better option. Issues which can be sorted out quickly can be be generally handled on live chat. I think this should avoid customer dissatisfaction.
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